Provides leadership and oversight of Registration and Financial Counseling operations within Cape Cod Hospital or outpatient hospital licensed sites. Supports Director of Patient Access ("PAS") to execute the strategic vision for system-wide PAS and Financial Clearance functions. Oversees performance of PAS functions performed by clinical area staff members. Supports clinical leadership in PAS performance improvement efforts. Confirms supervisors are consistently performing productivity and quality assessments and staff are being supported in their efforts to improve their performance. Ensures that check-in/registration accuracy rates are achieved, walk-in patient clearance requirements are consistently met and patients are registered with complete information. Functional areas which report to this position include ED Registration, Admissions, OP Registration, Off-site Hospital Licensed Site Registration, Financial Counseling and the Information Desk.
PRIMARY DUTIES AND RESPONSIBILITIES:
Support, oversee, and manage the performance and productivity of the team as it relates to Registration, Financial Counseling and Information Desk activities and pre-defined goals/targets, while providing feedback and guidance to the supervisors and the team.
Develop, implement, and manage efficient and effective operational policies, procedures, processes and performance monitoring across PAS.
Confirm supervisory staff are consistently performing performance monitoring processes.
Ensure PAS employees and non-reporting areas performing PAS functions comply with established policies, processes and quality assurance programs.
Manage to applicable PAS Key Performance Indicators ("KPIs"). Define and implement action plans when performance is not meeting expectations. This work includes monitoring of non-reporting areas performing PAS functions.
Ensure the team's ability to accurately confirm eligibility of patient coverage benefits, including coverage limits, number of days, patient responsibility, and effective dates.
Recommend new approaches to enhance and improve productivity as needed.
Support Director of Hospital Patient Access to execute strategic vision for PAS and implement changes needed to comply with payer and regulatory requirements.
Support CCHC strategic initiatives that require involvement from on-site patient access functions as required.
Assess direct reports' performance on a consistent basis and provides feedback to reward effective performance and enable proactive performance improvement steps to be taken.
Collaborate with other disciplines to implement changes as needed for PAS.
Define, implement, and monitor strategies to improve overall PAS efficiency.
Maintain up-to-date knowledge of regulatory and compliance changes impacting area of responsibility and ensure employees are appropriately educated and processes are modified as needed.
Assess workflow prioritization on a daily basis to confirm that PAS metrics and benchmarks are consistently achieved.
Consistently provides service excellence to all patients, family members, visitors, volunteers and co-workers.
Challenges current working practices; identifies process improvement opportunities and presents recommendations and solutions to management. Engages and commits to the organization's culture of continuous improvement by actively participating, supporting, and promoting CCHC Pillars of Excellence.
EDUCATION/EXPERIENCE/TRAINING:
Bachelor's degree required or equivalent combination of education and experience. Master's degree preferred.
Required three to five years' experience in patient access financial clearance operations with at least two years being in a supervisory capacity.
Experience and knowledge of third party reimbursement and eligibility processes and regulations.
Required three to five years of demonstrated experience with Epic or comparable software applications.
Ability to evaluate personal performance against established goals.
Demonstrated goal-oriented thinking, operational and organizational skills.
An understanding of the psychology of complex corporate relationships, and an ability to influence within such an environment.
Excellent communication, leadership, delegation, and interpersonal skills.
Ability to communicate with and present to a wide variety of CCHC and external users, including senior management and physicians, as well as outside vendors and consultants.
Ability to work under pressure and manage multiple initiatives concurrently; must be able to work independently, set own priorities and meet deadlines.
Demonstrated goal-oriented thinking, operational and organizational skills.