As the leader of the registration functions for Inpatient, Ambulatory Surgery and Emergency Room services, the Patient Access Director is responsible for planning, organizing and managing the functions and day-to-day activities of IMC Patient Access teams.Responsible for development and consistent implementation of policies, systems and procedures related to registration accuracy, quality metric management, accountability, supervision of personnel and staffing to maximize efficacy of registration as the first key step in the revenue cycle process.

The Patient Access Director reports to the OBHS Director of Revenue Integrity and Patient Access. The identification of essential functions below is not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to the position.

Team Management and Development

• Directs and manages daily operations of the registration staff and financial counselors for Inpatient, Ambulatory Surgery and Emergency Room services
• Manages personnel and provides leadership through effective guidance, feedback and delegation. Provides clear expectations for Patient Access
• Participates in staff orientation and continuing education for all staff to ensure effective job performance
• Serves as resource to staff on issues of front-end registration processes, Epic and other front end software tools technology, insurance guidelines and regulatory requirements
• Delegates responsibilities effectively, providing the necessary support and information for successful outcomes
• Works closely with team to improve operations; makes and implements recommendations to improve operations
• Ensures appropriate staffing to provide efficient and accurate registrations activities
• Assures that the goals of the department are being furthered by staff

• Ensures all Patient Access functions are performed within the guidelines of IMC and OBHS policies and procedures
• Uses key performance indicators to manage operations and continuous performance improvement efforts. Prepares and researches reports for area of responsibility.
• Identifies root cause issues and develops and implements action plans for improvement. Shares success with others.
• Monitors and manages teams use Epic and other registration software tools
• Sets and communicates interim and long term goals
• Ensures managers and supervisors are effectively managing to key performance indicators daily
• Communicates risks and progress of goals to manager and supervisor
• Measures staff quality and activity. Communicates results and provides support for staff development and process improvement to enhance quality of work and activity.
• Provides timely and effective counseling to staff. Recognizes and rewards staff for excellent performance and when goals are met. Provides disciplinary action aligned with IMC policy when necessary, and properly documents as needed.

Communication

• Represents the Patient Access department in system-wide IMC forums
• Communicates effectively with external departments such as HIM, Patient Accounts, Managed Care, Vendors and IT. Promotes open communication across the revenue cycle.
• Escalates issues as needed to direct supervisor
• Maintains a positive environment for the public, patients and hospital personnel by providing an open line of communication
• Promotes a strong productive team environment; is a role model; creates a team climate characterized by honesty, trust and open communication.

• Interviews and hires appropriate personnel to meet departmental goals and objections
• Manages personnel and supply costs in the department
• Keeps adequate records of all departmental meetings, activities and problems as appropriate
• Assures the accuracy of the time sheets and monitors records to ascertain possible problems in absenteeism.

• Bachelor’s degree preferred but not required.

• Ten (10) or more years of experience in healthcare revenue cycle, three (3) of which must have been in a supervisory or managerial capacity in areas normally related to Patient Access and Financial Counseling.
• Behavioral Health registration and financial counseling experience is preferred but not required.

• Proficiency with computer systems and Microsoft Office products
• Knowledge of Change Healthcare and BlueMark front end software tools
• Well-developed problem-solving skills
• Excellent written and oral communication skills. Ability to communicate clearly and concisely along with strong interpersonal skills.
• Strong customer service skills
• Detail oriented and organized with a strong attention to detail; data and report analysis application

• Position requires prolonged periods of standing, reaching, walking throughout the working day.
• Position will be required to stoop, bend, lift, and carry items weighing up to 25 pounds.