Director of Patient Access

USPI•Oklahoma City, OK

About The Position

Responsible and accountable for the management of all Patient Access Services for Community Hospital North Campus, Northwest Surgical Hospital, and north OKC Outpatient Therapy ancillary sites, which includes strategic and operational oversight. Evaluates and analyzes the daily operation of Patient Access Services to ensure adherence with organizational goals and objectives as well as compliance. Successful management is critical in enhancing timely payment processes, avoiding payment denials and helping to maintain the fiscal integrity of the organization. Ensures integrated throughput processes for the entire organization. Coordinate with other hospital departments and the central business office to work through issues and improve processes. Sets the tone and example for staff in modeling customer service, accountability, and attitude and strives diligently to ensure employee satisfaction and retention. High visibility role with senior management, physicians and staff at all levels. Represents the organization as an ambassador for diplomacy throughout the entire organization.

Requirements

High School graduate or equivalent required; 2 years college preferred.
Minimum of three years supervisory/management experience in patient registration in a comparable institution required
Working knowledge of governmental regulations and other reimbursement criteria required.
Ability to complete forms, complex correspondence and accurately enter data.
Possess excellent verbal and written communication skills in order to effectively interact with patients, physicians, administration, and the hospital management team.
Demonstrated ability to handle multiple tasks with short time-lines, prioritizes and organizes work, and complete assignments in a timely and accurate manner.
Exceptional ability to interact and communicate effectively, tactfully, and diplomatically with patients, families, medical staff, co-workers, employers and insurance company representatives.
Skill in using office equipment: basic computer skills, including experience with Microsoft applications and EHR, photocopier, telephone, fax machine, and calculator.
Demonstrated ability to think and act decisively in a timely manner.
Ability to maintain operational knowledge of all insurance requirements necessary to achieve optimal reimbursement.

Nice To Haves

CHAM Certification preferred.
Knowledge of Process Improvement theories, such as Six Sigma, preferred.

Responsibilities

Oversee all admissions, registration, pre-certification/pre-authorization, insurance verification, financial counseling, cashiering, and control desk personnel.
Consistently demonstrate outstanding leadership, C.A.R.E.S. values, decision making and supervisory skills.
Hold staff accountable for achieving optimal outcomes, individual and team performance expectations.
Exercise good judgment in the handling of accounts and demonstrate a professional approach to dealing with patient concerns regarding their account or treatment at the facility.
Facilitate communication between the Registration and the other departments within the hospital.
Responsible for hiring all Patient Access and Insurance Specialist personnel at North Location.
Ensure employee and departmental compliance with HPI and Patient Registration policies and procedures.
Evaluate and establish all departmental policies and procedures. Research issues that affect registration and recommend policies and procedures which enhance departmental consistency and effectiveness.
Oversee department training and individual development.
Initiate training for all personnel at the time of employment and ensure ongoing training is conducted regularly.
Facilitate individual growth and development while maintaining department goals and objectives.
Ensure continuing education in-services are made available for the department.
Maintain employee competency profiles in conjunction with the systems trainer.
Ensures annual review process is completed on time. Provide employees with ongoing feedback as a part of the monthly QA and annual review process.
Develop and implement goals and objectives for the Patient Registration area that support the missions and objectives of HPI.
Work with system and hospital leadership to prioritize department initiatives and objectives. Implement, monitor, and revise annual goals, objectives, and performance standards for each functional area of departmental responsibility. Communicates individual and team goals to the staff.
Monitor, track, and evaluate staff productivity and performance providing a summary report to executive management monthly.
Identify and participate in the recommendation and creation of reports that will assist the facility in tracking key patient access and/or patient accounting data.
Quantify and track number of admissions/registrations per FTE per month.
Ensure the pre-registration percentage meets or exceeds established guidelines.
Track and report monthly up front (POS) cash collections to executive management.
Closely monitor registration error rates per FTE per month through quality review. Counsel for improvement when indicated.
Ensure patient wait times do not exceed industry best practice of no more than 5 minutes.
In conjunction with the CBO, audit denial reports, missing claims, and claims errors to monitor and correct data input or demographic information errors resulting from registration areas.
Prepare and analyze weekly, monthly, and annual reports of the department’s performance. Communicate results to staff and executive management.
Prepare, monitor, and revise department annual budget.
Provide analysis for purchase and/or replacement of office equipment and computer hardware/software.
Conduct and document regular staff meetings.
Assist in the resolution of patient and physician complaints.
Evaluate opportunities for cost savings and quality improvement throughout the department.
Appropriately respond to complaints or inquiries by the departmental staff. Forward recommendations concerning personnel and programs of the department to system and hospital leadership.
Maintain knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the Registration area. Monitor regulatory issues to ensure departmental compliance. Develop effective internal controls that promote adherence to applicable state/federal laws. Seek advice and guidance as necessary to ensure proper understanding.
Acquire knowledge of advancements and trends in Patient Access Services by attending seminars or workshops, reading professional journals and/or actively participating in professional organizations. Integrate this knowledge as appropriate into the current work practices of the department.
Demonstrate a positive demeanor and professionalism in both appearance and approach.
Make patients, physicians, employees, and the general public feel respected and welcome.
Be a positive role model for other staff members and customers by contributing to and participating in team and individual efforts to improve the quality of service.
Maintain patient confidentiality 100% of time (HIPAA Regulation Conformity).
Demonstrate a strong commitment to customer satisfaction by responding and following through with each patient concern in a timely and professional manner.
Be resourceful in providing useful information and identifying appropriate solutions in order to exceed customer expectations.
Accept constructive criticism and integrate suggestions in effective ways.
Show initiative and judgment in controlling the utilization of resources.