Patient service center assistant manager

GENERAL SUMMARY:

Responsible for daily operations of the Patient Service Center which includes pre-registration, insurance verification, pre-authorization, and patient scheduling and service assistants. Works with patients, physicians, physician office staff, third-party payers, patient financial services, hospital outpatient department and case management staff to secure hospital reimbursement, pre-payments, avoid denials and private non-payment.

PRINCIPAL JOB FUNCTIONS:

• Commits to the mission, vision, beliefs and consistently demonstrates our core values.
• Directs and advises departmental personnel in patient service center procedures; facilitates the scheduling of patient service staff to ensure coverage for all required areas; supervises and evaluates the work of assigned staff members.
• Supports team members in problem solving to attain first call resolution and addresses escalated customer service concerns in a responsive, timely, and accurate manner.
• Selects and hires qualified candidates for patient service center workgroup.
• Facilitates and provides on-the-job training pertaining to scheduling, pre-authorization and pre-registration activities for departmental new hires.
• Performs quarterly reporting on staff accuracy and efficiency as assigned.
• Performs direct observations of staff engaged in scheduling, pre-authorization and pre-registration functions; completes annual performance evaluations on time.
• Maintains documentation of initial and annual training of staff; ensures mandatory training is completed as scheduled.
• Meets or exceeds Patient Service Center goals for all established key performance indicators.
• Collaborates with other leaders to ensure accounts transition smoothly from the point of scheduling to authorization.
• Collaborates with Bryan Physician Network office managers and leadership to secure professional and hospital reimbursement, avoid denials and private non-payment.
• Provides information and enrolls physician offices in High Dollar Radiology and Medication Access Team (MAT) authorization services. (N/A for Assistant Manager for PSSA’s)
• Maintains awareness of insurance requirement changes, and shares knowledge with hospital staff as needed.
• Supports and facilitates a respectful and collaborative relationship between medical staff, hospital staff, and patient access staff.
• Participates in annual review of policy and procedures; enforces established performance standards and procedural protocols, ensuring proficiency and competency; implements, monitors and enforces safety policies and procedures.
• Routinely assists the manager in concurrent and retrospective resolution of patient, family, and/or physician concerns or complaints.
• Routinely assists the manager in completion and/or resolution of incidents and/or feedback B-Safe files. Responsible for monthly rounding and stoplight reports.
• Timely, objectively, and constructively coaches staff as needed when practice and/or HIPAA issues are observed or reported, and documents as appropriate.
• Routinely assists manager in safety/orientation training of staff, assessing competency, and maintaining a safe work environment through safety rounds.
• Routinely assists manager in coaching and training staff as directed to achieve an excellent patient experience.
• Routinely assists the manager in training staff in HIPAA compliance, COBRA/EMTALA understanding, and other regulatory requirements by assessing competency, and maintaining documentation.
• Practices personal and professional improvement through continuing education and development opportunities.
• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
• Participates in meetings, committees and department projects as assigned.
• Performs other related projects and duties as assigned. (Essential Job functions are marked with an asterisk “*.” Refer to the Job Description Guide for the definition of essential and non-essential job functions.)

In addition to the principal job functions contained in the primary job descriptions, the following duties are also required in the department noted above.

1. Supervises Patient Scheduling and Service Assistants staff across multiple locations both on and off-campus in Lincoln and Norfolk.
2. Ensure resources are aligned with department volumes which may include floating staff to different locations, coordination and assignment of PRN schedule, and personally working in the departments as needed.
3. Completes System Registration Reviews and continued education and corrective action as needed based on performance.
4. Sustains collaborative relationships with other departments.
5. Schedules and maintains interdepartmental rounding with leaders and regularly attend clinic staff meetings.
6. Supports the financial goals of Bryan Medical Center by ensuring timely collection of patient payments and deposits at the Bank.
7. Orders supplies and forms; contacts vendors as needed to ensure proper equipment functioning/maintenance.

EDUCATION AND EXPERIENCE:

Associate's degree (AA) or two (2) years progress toward a Bachelor’s degree in finance or management or related field of study required. Bachelor’s degree is preferred. Demonstrated success in a leadership role preferred. Minimum of one (1) year of relevant Revenue Cycle experience.