Associate Manager, Patient Access Services ER

Primary City/State: Phoenix, Arizona

Department Name: ER Registration-Hosp

Work Shift: Day

Job Category: Revenue Cycle

Banner Health believes leadership matters. We look for people who share our vision making health care easier, so life can be better. Our leaders are at the front of the health care transformation, planning the future of Banner Health.

The Associate Manager of Patient Access Services for Banner Estrella's Emergency Department provides operational leadership and staff oversight to ensure seamless 24/7 patient access operations. This role focuses on team management, performance optimization, and maintaining exceptional service standards in a fast-paced emergency care environment. The Associate Manager supervises and supports Patient Access Services staff with primary focus on Emergency Department operations, manages 24/7 scheduling and coordinates coverage for call-outs and staffing needs, and monitors employee performance metrics, attendance, and service quality standards. This position conducts performance coaching, corrective action discussions, and staff development initiatives while leading difficult conversations with professionalism and motivating and mentoring team members to achieve operational excellence.

This position will also support the PAS team at the Verrado ER and may require going to that location on occasion as well.

This is an excellent opportunity to join a growing department with active projects and upcoming go-lives that you will have a hand in developing and shaping to set the standard for other Banner facilities!

This position is Monday-Friday days and will require some flexibility to support our team members who work other hours, so an occasional variance earlier or later will be needed. Leadership on call rotation also required.

Banner Estrella Medical Center is a 353-bed acute care hospital providing a full range of health care services to the fast growing communities of west Phoenix. Opened in 2005, this is an innovative, fully electronic facility that features electronic medical records, computerized physician order entry, digital radiography, sophisticated ICU monitoring and much more. In fact, we've been named one of the "ten most innovative hospitals in the country" by Newsweek Magazine and are recognized by U.S. News and World Report as one of Phoenix's Best Hospitals. The hospital is also designed to provide a soothing, healing atmosphere for both patients and their family members. We encourage the use of such therapies as pet therapy, aromatherapy, spiritual care and Reiki Therapy.

POSITION SUMMARY

This position directs, trains and assures the work quality of a team of patient financial services staff members. Through effective leadership, this position creates high quality service to patients, providers, payors and staff for services such as billing, collections, registration, scheduling, admitting and financial counseling. Holds responsibility for achieving designated team work goals.

CORE FUNCTIONS

1. Under direction of PAS Director and/or Sr. Manager, provides mentoring and clear developmental opportunities to staff. Able to demonstrate the ability to have a solid succession plan in place. Selects, trains, coaches, motivates, conducts performance evaluations, and directs the workflow for the Patient Access Services staff. Develops goals and performance expectations for staff.
2. Performs random and/or focused audits to ensure accuracy of staff's work meets compliance standards and is minimizing registration initiated initial denials. May work directly with staff to provide education, support, feedback, identifying trends and workflow opportunities.
3. Ensures all staff have clear expectations (including BSS). Ensures there is accountability to expectations that are set including counseling/disciplinary action and termination of assigned staff (including BSS).
4. Coordinates team activities and the staff-to-workload ratios to accomplish the most effective use of resources. Schedules and supervises the work of assigned staff to achieve the defined business goals and to ensure smooth work flow in the department.
5. Creates a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance; encourages and supports employee decision-making within his or her scope of responsibilities. Interviews, hires staff.
6. Assists department management with employee meetings, budget preparation, strategic planning and expense control in areas assigned. Supports and assists in department functions/responsibilities as needed based on volume and workload.
7. Ensures new hires are properly onboarded. This includes successful training/precepting and auditing new hire work at 100% until new hire is consistently meeting performance standards. Auditing can be delegated as a mentoring opportunity, but responsibility of successful onboarding belongs to leader.
8. Develops expertise for all applications utilized in Patient Access including related information systems, tools, technologies, and processes; assist other employees as needed to ensure all tools are fully utilized to create an efficient and effective department. Effectively collaborates with peers and other leaders across the organization in order to enhance workflow and the customer experience.
9. Works under limited supervision following defined procedures and holds responsibility for the performance of the assigned work group. Typically supervises 15-20 non-exempt staff members. Internal and external customers include all levels of staff in a variety of departments, physicians and their office staff, patients, families, government agencies, insurers, social services, payor organizations.

MINIMUM QUALIFICATIONS

Requires the knowledge and business skills normally demonstrated by an Associate’s degree in Business Management or equivalent education and/or experience.

Requires a proficiency level typically achieved in three to five years in office management and/or employee supervision or leadership in healthcare insurance and billing. Business skills and experience in the assigned work area are required. Advanced abilities in the use of common office software, word processing, spreadsheet, and database software are required. Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work independently. Excellent organizational skills, human relations, and communication skills required.

PREFERRED QUALIFICATIONS

Work experience in billing Arizona, Colorado, Nevada, and other state Medicaid plans, Medicare billing, experience with all insurance types, hospital admitting experience, and experience with the company’s billing system are preferred. Demonstrated success in a leadership role is a plus.

Additional related education and/or experience preferred.

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