Trinity Health Jobs

Employment Type:

Full time

Shift:

Description:

POSITION PURPOSE

Position is eligible for remote based work location.

Serves as a highly skilled manager responsible for managing the day-to-day operations of Patient Access for assigned region / multi-site environment, that includes all pre-service activities such as scheduling, pre-registration, financial clearance, patient payment. Prioritizes and coordinates scheduling and pre-registration duties for assigned areas and modalities. Acts as the area catalyst for change and supervises, monitors, addresses quality assurance and process improvement activities for direct reports. Manages employee performance to meet or exceed quality and productivity standards. Performs performance evaluations and disciplinary actions. Maintains excellent working relationships with interdepartmental peers, community providers and staff. Responsible for reviewing internal controls, policies and procedures to ensure compliance with appropriate State and Federal guidelines and procedures.

As a mission-driven innovative health organization, we will become the national leader in improving the health of our communities and each person we serve. By demonstrating reverence, commitment to those who are poor, justice, stewardship, and integrity, our organization will continue to provide better health, better care, at lower costs.

FUNCTIONAL AREA

Position is directly responsible for the management and oversight of the Pre-Service Center which includes but not limited to:

• Registration

• Pre-Registration

• Scheduling

• Insurance Verification

• Financial Clearance

• Financial Counseling (Scheduled Services)

• Patient Payments

ESSENTIAL FUNCTIONS

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions

Maintains and demonstrates knowledge to successfully manage each functional area of Pre-Service Access management to include outpatient scheduling, preadmission testing scheduling, pre-registration, financial clearance, patient payments.

Maintains workflow, sets priorities and provides direction to the Patient Access First Line Supervisors and Team Leads.

Develops, monitors, and maintains Access Operations policies & procedures to assure compliance and promotion of operational and federal requirements. Communicates to colleagues any new additions, changes.

Maintains and promotes bi-directional communications with staff through monthly staff meetings. Documents, distributes, and maintains communications through meeting minutes.

Researches and corrects errors reported by Information Technology and/or other internal departments. Provides follow up to respective departments and involved colleagues in a timely fashion.

Regularly monitors the scheduling system queues and pre-registration reports. Adjusts staff to maximize patient satisfaction and minimize delays. Adjusts staffing to peaks in workload: demonstrates flexibility and adaptability to change.

Ensures adequate controls are maintained over cash collections and that payments are properly handled in accordance with hospital policy.

Resolves escalated customer issues quickly, effectively, diplomatically and responds to patient questions regarding payment requirements/charges referred by scheduling and verification team colleagues.

Ensures that monies collected pre-encounter are accurately recorded and promptly forwarded to the Cashier’s Office.

Maintains weekly and monthly key performance indicators for the Regional Director of Patient Access. Submits and reports on specified due dates.

Performs duties in a manner that facilitates the accomplishments of corporate objectives. Achieves budgeted objectives for revenue and expenses, minimizing bad debt losses due to insufficient registration information.

Notifies Information Technologies and Telecommunications of system issues. Oversees and participates in the recovery of the Hospital Information System in accordance with departmental policies and procedures.

Reviews daily, weekly and monthly pre-registration and telephone system QA reports to identify root causes and to develop action plans that promote quality and standardization and supports a cohesive and efficient revenue cycle. Develops action plans based on negative QA trends.

Establishes and implements goals and objectives for Patient Access that drives standardization efforts in accordance with the organizations mission across assigned region. Reviews all key performance indicator (KPI) reports on a daily basis. Shares daily KPI’s with staff and leadership.

Conducts monthly staff meetings and in-services for all responsible areas.

Assumes on-call responsibilities to ensure adequate staff and problems solving.

Makes certain staff is scheduled appropriately and in accordance with volume, workflow, workforce planning indicators to ensure compliance with department goals.

Reviews and assures that employee time is recorded accurately.

Responsible for hiring, coaching, feedback and development of staff; initiates decisive, consistent corrective actions as needed.

Appropriately and consistently recognizes outstanding performance from colleagues and acknowledges via Reward & Recognition.

Elicits feedback from interdisciplinary team, including the medical staff, and involves them in decision-making as appropriate.

Subject matter expert for developing training materials, systems, procedures, and new programs.

In coordination with the Regional Director, identifies and implements opportunities for staff to increase their knowledge base, advance their practice and enhance their professionalism through staff orientation and continuing education opportunities. In this context, the incumbent may manage some degree of training to meet these goals.

Monitors and reviews performance appraisals. Manages regular ongoing performance feedback cycle, performs associate evaluations, and reviews and approves performance goals. Provides feedback in a prompt, direct and positive manner; mentors and coaches associates to ensure positive outcomes.

Will be expected to achieve pre-determined productivity standards and quality scores through periodic performance reviews. Additional metrics beyond quality and productivity may also be used to determine satisfactory performance and assist in progressing individuals through the position career ladder.

Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative, shared leadership environment.

Maintains a working knowledge of applicable federal, state, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior

Performs other duties as assigned.

Hourly pay range: $34.9314 - $52.3971

MINIMUM QUALIFICATIONS

Must possess a comprehensive knowledge of patient access operations, as normally obtained through the completion of a bachelor's degree in Healthcare or Business Administration, or a related field, or an equivalent combination of education and experience. Five (5) to seven (7) years of progressively responsible experience in Patient Access operations, specifically in pre-service functions; high volume call centers and financial clearance, preferably in a complex multi-hospital setting.

Demonstrated success in managing initiatives related to a Pre-Service Center / Contact Center including workforce optimization, performance metrics, management reporting, business planning and quality.

Four (4) years progressive management experience in a complex multi-site environment.

Experience in managing remote workers strongly preferred.

Minimum of three (3) years of management experience in a multi-facility, integrated health care delivery system or related revenue cycle experience.

Customer service background strongly preferred.

National certification in HFMA CHFP or CRCR and/or NAHAM CHAM required within one (1) year of hire.

Proficient Microsoft Office products.

Maintains current knowledge of registration/intake and point-of-service collections, processes and systems; regulatory and 3rd party payer issues and requirements.

Demonstrated ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities.

Ability to communicate and work with patients, physicians, physician office personnel, associates, leadership, multiple direct patient care providers and others in order to expedite the registration/intake process.

Exhibits superior management skills that emphasize team-building and strong building leadership with the ability to provide clear direction to the department, while also functioning as an individual contributor.

Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to set, organize, and adapt quickly to changing work priorities. Must be able to work concurrently on a variety of tasks/projects in a fast paced, high energy, diverse environment with varied working styles. Excellent problem solving skills are essential.

Ability to comprehend and retain information that can be applied to improving work processes and procedures to achieve appropriate service delivery.

Position operates in an office environment. Work area is well-lit and temperature controlled.

Job function requires working at a computer. The noise level is low to moderate.

Occupational exposure to blood or other potentially infectious materials may reasonably be anticipated from the performance of the employee's duties. Skin, eye, mucous membrane, and/or parenteral contact with blood or potentially infectious material are reasonably anticipated.

Must possess the ability to comply with Trinity Health policies and procedures.

Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment.

Must demonstrate high levels of initiative, drive and poise coupled with qualities of maturity, professionalism, flexibility, and patience.

Physical requirements include ability to stand for long periods, push wheelchairs, and lift.

Must be able to travel up to 50% to the various Trinity Health sites within the Region. May travel to RHMs outside of the Region and System Office as may be necessary, typically under 10% of the time.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran