• Manages and directs the resources and operational activities of the On-site Patient Access Financial Counseling team that are responsible for assisting patients in understanding their insurance benefits and self-pay responsibilities, as well as collecting and/or arranging for payment plans in accordance with established policies and procedures.

• Establishes departmental goals and objectives, and develops policies and procedures to accomplish objectives.

• Communicates new, and changes to existing policies and procedures.

• Sets priorities and organizes the workflow in order to ensure a smooth patient flow.

• Reviews and monitors the work of subordinates and productivity reports to ensure that the quality and quantity of work performed meet established goals set for timeliness and quality of work output.

• Identifies opportunities for improvement and participates in quality improvement initiatives.

• Monitors and reviews the Department Activity Report (DAR) and work queues prior to the date of service to determine if each patient has been properly verified and financially cleared.

• Resolves work problems utilizing operational, technical, and program knowledge.

• Serves as the primary resource for the Patient Access team with regard to problems, interpretation, and application of insurance benefits, contracting, and financial counseling policies and procedures.

• Responsible for hiring, evaluating, counseling, and disciplining assigned team members.

• Provides on-the-job training and ensures team members are properly trained. Identifies training gaps and develops a plan to address them as needed.

• Responsible for the ongoing training and communication of changes in policies and procedures.

• Assists in the development, implementation, and monitoring of the annual operating budget, ensuring that operations are managed within established guidelines.

• Performs other duties as assigned, including but not limited to any and all Patient Access-related duties.

Supervision Exercised:

• Position reports to the Director of Patient Access Training and Data Integrity

Supervision Exercised:

• 24 Patient Benefit Advisors

Minimum Qualifications/Special Demands:

• Undergraduate degree in business, finance, or equivalent combination of education, training, and experience. Master’s degree preferred.

• Minimum 5 years of demonstrated competency in healthcare management experience that includes extensive knowledge and understanding of insurance eligibility and benefits, contracting, and financial counseling.

• Work requires knowledge of accounting, finance, and business management, and the ability to prepare clear and comprehensive oral and written communications.

• Extensive knowledge of policies, procedures, systems, and equipment relating to pre-admission, billing, and collection, regulations, and guidelines pertaining to third-party payers and self -pay balances.

• Computer-literate with proficiency in Microsoft Excel

• Ability to develop policies, procedures, processes, and programs aimed at increasing upfront collections.

• Develop a budget and monitor expenditures in compliance with budgetary guidelines

• Ability to analyze data and interpret statistics to create a variety of narrative, statistical, and collection reports, including trend analysis, to identify opportunities for increased collections.

• Excellent interpersonal skills necessary to provide leadership in team building endeavors; to collaborate with other managers and directors in support of hospital and practice goals and objectives; to establish and maintain effective, cooperative working relationships with internal and external customers, including patients and their families, support staff, managers, directors, senior leadership, faculty, and insurance payers.

Core Qualifications:

Bachelor’s degree in relevant field required
Minimum 5 years of relevant experience required

Knowledge, Skills and Abilities:

• Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.

• Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change.

• Financial Oversight: Knowledge of financial operations and management.

• Team Leadership: Ability to create and maintain a cohesive and productive team environment, build positive working relationships and work collaboratively with others.

• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.

• Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively.

Any relevant education, certifications and/or work experience may be considered.