JOB PURPOSE:
Manages the operations and staff of multiple Patient Access Services functional areas. Prioritizes and coordinates patient flow in functional areas. Ensures patient flow to service delivery areas. Performs and supervises quality assurance and process improvement activities.
ESSENTIAL FUNCTIONS INCLUDE BUT NOT LIMITED TO:
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Provides strong leadership, management, and strategic direction for Patient Access Services employees; leads and develops hospital-level supervisors through active coaching, mentoring, and ongoing performance feedback to ensure consistent, high-quality operations across all hospital sites.
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Serves as the primary resource and escalation point for hospital-level supervisors, providing timely guidance on complex patient access issues, staffing challenges, policy interpretation, and conflict resolution.
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Conducts regular one-on-one meetings and operational check-ins with hospital-level supervisors to assess performance, offer constructive feedback, remove barriers to success, and ensure alignment with organizational goals.
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Mentors hospital-level supervisors in staff management, performance documentation, conflict resolution, and process improvement methodologies to build strong, capable leadership teams at each hospital site.
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Partners with hospital-level supervisors to establish individual team performance goals, monitor progress against benchmarks, and foster a culture of accountability, professional growth, and continuous improvement.
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Develops and maintains a formal access management training program to include regular in-service education; partners with hospital-level supervisors to identify site-specific training needs and ensure consistent application of training standards across all departments.
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Investigates and resolves problems and complaints pertaining to admissions and registration.
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Ensures adequate controls are maintained over cash collections and that payments are properly handled.
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Manages departmental staffing patterns and assigns activities and functions; collaborates with hospital-level supervisors to align staffing resources with patient volume and operational demands at each site.
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Manages internal and external customer relations, supporting hospital-level supervisors in resolving escalated patient, physician, and departmental concerns in a professional and timely manner.
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Coordinates activities of own department with other hospital departments; serves as a strategic liaison and resource for hospital-level supervisors to navigate cross-departmental workflows and resolve operational issues effectively.
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Ensures Charity Care is utilized according to 501R rules and regulations.
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Serves as liaison for physicians and other departments regarding hospital policies and procedure for admission.
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Prepares and presents reports of key performance indicators (weekly and monthly) to keep senior management informed of progress; reviews performance data with hospital-level supervisors to identify trends, address deficiencies, and drive continuous improvement at the site level.
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Develops thorough knowledge of registration systems and optimizes efficiency and timeliness of processing.
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Establishes and implements goals and objectives for Patient Access Services, collaborating with hospital-level supervisors to translate organizational priorities into site-level action plans with clear, measurable outcomes.
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Is compliant with HIPAA guidelines and privacy practices, patient confidentiality, and patient rights.
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Demonstrates a positive, supportive, respectful and helpful attitude in interactions with all departments, patients, physicians, visitors, and other healthcare team members.
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Offers and acts on constructive feedback. Maintains a calm, professional manner.
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Participates in training and orientation of new employees.
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Participates in hospital departmental meetings.
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Performs duties in a manner that facilitates the accomplishments of the corporate objective.
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Achieves objectives for revenue, minimizing bad debt losses due to insufficient registration information.
BEHAVIORAL STANDARDS
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The individual must support the mission, vision, and goals of Avem Health Partners and serve as a role model within the company.
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Exhibit positive customer service behavior in everyday work interactions.
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Demonstrate a courteous and respectful attitude to internal workforce and external customers.
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Communicate accurately and appropriately.
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Handle difficult situations in a discreet and professional manner.
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Hold self-accountable for professional practice.
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Participate in performance improvement activities utilizing principles to support and improve departmental goals.
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Demonstrate knowledge of unit goals and is active in committees and projects to achieve these goals.
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Keep current with literature regarding changing practices, interventions and best practices.
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Assume responsibility for seeking out educational and professional opportunities for personal learning needs and growth as well as meeting mandatory education requirements.
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Act as a preceptor as requested.
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Demonstrate excellent work attendance and actively participate in a variety of meetings and training sessions as required.
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Adhere to the Avem Health Partners Code of Conduct and Standards of Behavior. Complies with established policies and procedures and all health and safety requirements.
EDUCATION/QUALIFICATIONS:
- High school diploma or equivalent.
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Minimum of 4 years of management experience Patient Access Services, with a work record that demonstrates:
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Knowledge of hospital and physician access management processes
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Leadership in the core values of the organization
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Clear, effective communication skills
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A mature approach to problem-solving for all types of issues
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Skills in using mainframe and PCs
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Knowledge of medical terminology
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Detail orientation
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Experience with total quality management concepts and tools
CERTIFICATION/LICENSURE:
- Certified Healthcare Access Manager (CHAM) through the National Association of Healthcare Access Management (NAHAM) to be acquired within 1 year of employment.
PHYSICAL REQUIREMENTS:
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In order to perform the essential functions of this position, you must be able to Sit, Walk, Stand, Use your hands, Reach, Talk, and Hear.
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Must be able to lift or exert energy up to 25 pounds.
- Close vision is required, distance or clear vision at 20 ft. or more and the ability to observe an area that can be seen to move up and down or left and right.
