Manager Diagnostic/Pre Op Registration & Financial Assistance

Summary

Under the general supervision of the Director of Patient Access, the Manager is responsible for the management and optimization of registration functions at the Concord Hospital Diagnostic/Pre Op. Concord Emergency Department, Urgent Care and Concord Lab Patient Service locations and financial assistance functions across all enterprise locations. This includes but is not limited to operational, financial, performance improvement and customer relations outcomes related to patient registration and financial assistance functions. Responsible for overall management of patient registration processes generally and individual workers specifically to assure compliance with department policies and procedures. Responsible for adequate staffing and coverage across all areas of responsibility.  Responsible for overall management of the enterprise’s Financial Assistance program, ensuring that the highest level of assistance is provided to our patient population consistent with the organization’s Financial Assistance and Credit & Collection Policies. Ensures that the organization maintains high level of integrity through comprehensive understanding of regulatory requirements around the financial assistance and collection process (e.g. IRS 501r, FDCPA). Responsibilities also include collaboration with other departments of the Hospital and key outside stakeholders to assure the development, promotion and maintenance of quality programs and services.

Education

Associates degree and minimum of 5 years of related experience or; Bachelors degree and minimum of 3 years of related experience.

Certification, Registration, & Licensure

None required.

Experience

Minimum of 5 years supervisory experience in Patient Access or related role. Demonstrated ability to effectively lead a team. Knowledge of third party payers, prior authorization and scheduling practices. Excellent communication skills (written and verbal) required. Demonstrated ability to successfully collaborate with department leadership and staff.

Responsibilities

Leads and develops staff and manages performance.

• Interviews and hires staff to meet operational needs for current and future programs using a selection process consistent with organizational expectations. Completes 100% of delegated performance evaluations on time and ensures that all employees know what is to be accomplished in their jobs; whether their performance meets expectations and what they can do to improve their performance. Ensures that employees possess or are developing the necessary knowledge and skills to perform their work. Supports retention of staff through active participation in activities to make Concord Hospital an employer of choice. Actively participates in the disciplinary action process including terminations. Standards are measured by feedback from staff, peers and supervisory observation.

Participates in establishing, monitoring, and meeting annual department productivity, fiscal goals, staffing and daily operations.

• Works with department leadership to operationalize the mission, strategic plan, budgets, resource allocation, and policies for the department. Provides data and support for accurate preparation of the annual operating and capital budgets including staffing issues, patient flow issues, and process change opportunities. Implements staffing plan and oversees staff assignments to support department goals and services. Meets staffing level requirements with minimal use of overtime. Balances department operational (volume) and fiscal needs with staff needs for educational and paid time off. Results are observed by feedback from staff, peers and supervisory observation.

Responsible for customer relations and customer service initiatives.

• Demonstrates passion and conviction for serving patients, their families, referring providers and all other customers. Understands patient needs and customer expectations and assumes personal responsibility for meeting service requirements in a proactive manner. Takes a lead role in addressing customer complaints and resolves issues to ensure that customer satisfaction is addressed. Recognizes when a multi-disciplinary approach is needed and reaches out to organizational leaders who can assist in complaint resolution. Ensures the patient or customer is involved and updated regularly on progress. Establishes positive working relationships with referring providers, peers, and department leaders.

Acts as a conduit for department and organizational communication.

• Disseminates information from organization to staff using a variety of methods. Staffs demonstrate understanding of current policies and guidelines. Demonstrates the effective use of various communication skills. Communicates ideas and feelings openly and directly and welcomes honesty from others. Continually works to reduce personal blind spots and self-other perceptual gaps by asking for feedback and changing own behavior as a result of that feedback. Is able to manage potential conflict with a focus on process improvement in a non-threatening way, resulting in positive and constructive outcomes.

Participates in and supports departmental and organizational change.

• Demonstrates the ability to embrace different ways of thinking and learning as situations change. Tolerates uncertainty, manages complex problems and makes decisions in a manner which involves staff and makes the change work. Coaches staff during routine change, a crisis or emotional situation to help resolve issues. Remains calm during change and inspires others to see opportunities.

Ensures compliance with State, Local, Federal regulatory requirements.

• Understands regulatory requirements related to their discipline/profession and is responsible for insuring compliance standards are met. Anticipates future requirements for testing and maintenance of critical equipment that must be maintained and schedules all to be completed within the required dates 100% of the time. Maintains policies, procedures, equipment and all required documentation in inspection ready status throughout the year. Ensures complete follow-ups to any cited deficiencies in the appropriate time frame.

Takes responsibility for individual performance goals.

• Demonstrates a willingness to incorporate new ideas for self. Consistently takes advantage of internal and external education and training programs and skills development opportunities to address goals. Recognizes limitations and seeks help from others. Identifies and sets performance goals in collaboration with supervisor during annual review including reach goals. Demonstrates an active role in reviewing goals throughout the year. Listens to constructive feedback without defensiveness or self-justification.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

Know Your Rights: Workplace Discrimination is Illegal

Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is LIGHT. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull up to 10 pounds, and occasionally lift, carry or push/pull up to 20 pounds.

While performing the duties of this job, the employee is regularly required to hear, perform activities that require fine motor skills, and speak. The employee is frequently required to bend, reach, sit, stand, and walk. The employee is occasionally required to squat.

Specific vision abilities required by this job include color vision, depth perception, far vision, near vision, and peripheral vision.

The employee is frequently exposed to airborne contaminants, airborne pathogens, bloodborne pathogens, and bodily fluids.

The noise level in the work environment is usually moderate.