Centralized Check-In Manager (Manager, Patient Access Svcs)

Job description

Personnel Management
• Responsible for complete supervision of Centralized Check-In staff at the Center for Health and Healing and Beaverton campuses including interviewing, hiring, training, and orientation, work assignments, performance monitoring, ongoing feedback, counseling, and disciplinary procedures up to and including dismissal.
• Assign and prioritize department work expectations.
• Monitor daily workload to adjust work assignments in order to ensure all areas of responsibility have appropriate coverage and activities are completed accurately and timely.
• Adjust staffing and reporting times to maximize personnel resources in order to meet department objectives and exceed customer service performance standards.
• Monitor staff activity for accuracy, competency, customer service skills, effectiveness, conformance to individual performance standards, OHSU core competencies, and compliance with Centralize Check-In Department and OHSU policies and procedures.
• Conduct regular staff meetings.
• Ensure all initial and ongoing training, orientation, staff meeting attendance, and in service requirements are met.
• Conduct GROW conversations and develops coaching and corrective ation plans as needed.
• Build and maintain a work environment that reflects a positive atmosphere, high employee satisfaction and competence, and a strong evidence of teamwork in which diversity is encouraged and honored.
• Encourage staff participation in planning, decision making, and problem solving.
• Recommend changes/initiate performance standards for staff and department to be in alignment with changes to internal and external demands.
• Monitor staff attendance, use of TACS system, and timekeeping practices.
• Identify developmental needs of staff, individually and department wide, coordinate training and develop in-services to meet these needs.

Operations Management
• Develop standardized and aligned workflows for centralized check-in across the OHSU health system to ensure our patients have a consistent experience.
• Measure quality indicators to ensure that staff provide high quality customer service to both external and internal customers. Measures for staff include accuracy and volume of work performed, prompt and professional communication efforts, face-to-face customer contact skills, appropriate problem solving skills, ability to learn and use available information technology, standard complaint processing, positive and respectful peer communications and relationships, and skills in providing coverage for the department’s internal service needs.
• Maintain skills in sign-in, check-in, registration, insurance requirements, real time eligibility, coverage discovery, payor insurance verification websites, ADT, Cadence, Prelude, and cash collections/reconciliation. Serve as a subject matter expert in developing and enhancing training for all staff who perform these tasks.
• Monitor department performance in meeting identified goals and standards.
• Communicate directly with patients, OHSU leadership, internal physicians, community physicians, agency staff, insurance representatives, and others who have encountered difficulty in accessing healthcare at OHSU. Triage and resolve or forward patient complaints.
• Work collaboratively with PAS Director to develop operational tactics to meet defined strategic goals. Identify and develop opportunities to enhance patient satisfaction, employee satisfaction, interdepartmental dependencies, improve revenue, reduce cost of operations and effectively utilize resources.
• Work collaboratively to review, develop, and refine shared processes, evaluate the efficacy of ADT, Prelude and Cadence processes and enhancements, and seek solutions for ongoing system and process issues and complaints. Make recommendations to the PAS Director to resolve ongoing system, operations, or process issues. Seek feedback on quality of service metrics for utilization data to improve financial and customer service operations.
• Responsible for compliance with DNV, CMS, and other regulatory standards. Interprets Medicare and insurance policies to notify ambulatory departments and practice managers of updates and changes.

Administrative Operations
• Fully accountable to ensure monthly budget targets are met for department. Adjust staffing and coverage as needed. Complete monthly variance reports for Centralized Check-In org. Identify cost saving measures were possible.
• Participate in strategic planning, developing short and long-term goals, reviewing ongoing system-wide projects involving check-in and properly prepared patient processes, revising policies, procedures and other managerial tasks.
• Monitor departmental compliance with government, professional, and internal regulations including DNV, CMS, OHSU Corporate Compliance, and OHSU labor unions. Develop and/or update policies and procedures to meet objectives as needed.
• Attend monthly Hospital Management meetings, quarterly Clinical Leadership meetings and Ambulatory Care Managers Group meetings.
• Participate and/or coordinate committees and quality improvement projects as requested.
• Other duties as assigned.
• Bachelor’s Degree in healthcare administration, healthcare management, business administration or related field; OR equivalent combination of education and experience.
• 2 years management/supervisory experience in a healthcare setting.
• 4 years of experience in a complex, multifaceted healthcare setting; experience should include exposure to ambulatory and ancillary workflows, as well as hospital and professional billing.
• Demonstrated knowledge of health insurance, Medicaid/Medicare, and associated registration, billing, and registration requirements.
• Demonstrated effectiveness in personnel management, including hiring, work assignments, performance assessment, counseling, and adherence to the terms of bargained contracts, discipline, and dismissal.
• Must have exceptional leadership and customer service experience and skills.
• Must be an effective communicator in both oral and written avenues and be comfortable addressing performance deficiencies with staff.
• Must serve as a positive and professional role model.
• Must have a demonstrated record of reliable attendance, punctuality and proven successful performance at past and present employers.
• Computer skills including Word, PowerPoint, Windows applications, and use of database software, Excel, Visio, etc.
• Must have strong budgetary, data analytic and process improvement skills with the ability to make complex decisions.
• Outcomes driven and has the ability to achieve results in a timely manner.
• Must be able to perform the essential functions of the position with or without accommodation.
• Bachelor’s or Master’s degree in related field.
• 5 years of management/supervisory experience in a healthcare setting.
• Experience using EPIC ADT, Prelude, and Cadence software.
• Certified Healthcare Access Management (CHAM).
• Bachelor’s Degree in healthcare administration, healthcare management, business administration or related field; OR equivalent combination of education and experience.
• 2 years management/supervisory experience in a healthcare setting.
• 4 years of experience in a complex, multifaceted healthcare setting; experience should include exposure to ambulatory and ancillary workflows, as well as hospital and professional billing.
• Demonstrated knowledge of health insurance, Medicaid/Medicare, and associated registration, billing, and registration requirements.
• Demonstrated effectiveness in personnel management, including hiring, work assignments, performance assessment, counseling, and adherence to the terms of bargained contracts, discipline, and dismissal.
• Must have exceptional leadership and customer service experience and skills.
• Must be an effective communicator in both oral and written avenues and be comfortable addressing performance deficiencies with staff.
• Must serve as a positive and professional role model.
• Must have a demonstrated record of reliable attendance, punctuality and proven successful performance at past and present employers.
• Computer skills including Word, PowerPoint, Windows applications, and use of database software, Excel, Visio, etc.
• Must have strong budgetary, data analytic and process improvement skills with the ability to make complex decisions.
• Outcomes driven and has the ability to achieve results in a timely manner.
• Must be able to perform the essential functions of the position with or without accommodation.
• Bachelor’s or Master’s degree in related field.
• 5 years of management/supervisory experience in a healthcare setting.
• Experience using EPIC ADT, Prelude, and Cadence software.
• Certified Healthcare Access Management (CHAM).