Patient Service Center Assistant Manager

Job description

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.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.
In addition to the principal job functions contained in the primary job descriptions, the following duties are also required in the department noted above.
• Supervises Patient Scheduling and Service Assistants staff across multiple locations both on and off-campus in Lincoln and Norfolk.
• 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.
• Completes System Registration Reviews and continued education and corrective action as needed based on performance.
• Sustains collaborative relationships with other departments.
• Schedules and maintains interdepartmental rounding with leaders and regularly attend clinic staff meetings.
• Supports the financial goals of Bryan Medical Center by ensuring timely collection of patient payments and deposits at the Bank.
• 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.