Manager Patient Access Outpatient Rehabilitation

Ranked #1 for Safety, Quality and Patient Satisfaction, Jupiter Medical Center is the leading destination for world-class health care in Palm Beach County and the greater Treasure Coast.

Outstanding physicians, state-of-the-art facilities, innovative techniques and a commitment to serving the community enables Jupiter Medical Center to meet a broad range of patient needs. Jupiter Medical Center is the only hospital in Palm Beach, Martin, St. Lucie and Indian River counties to receive a 4-star quality and safety rating from the Centers for Medicare & Medicaid Services (CMS).

Education

• Bachelor degree preferred
• High School with equivalent work experience

Experience / Qualifications

• BLS certification through the American Heart Association for Healthcare Providers is required within 90 days of hire.
• Minimum 3-4 years supervisory/management experience in a hospital registration, scheduling, billing environment.
• Strong working knowledge of federal and third party payer requirements.
• Current knowledge of medical terminology and medical necessity requirements.
• Proficient in the use of PC's.
• Enthusiastic, friendly, patient focused customer service skills.
• Professional, effective communication and leadership skills to effectively manage a team.
• Exemplary communication skills, written and verbal – must be comfortable speaking to patients via phone and successfully communicate pertinent information.
• Must be a team player with ability to collaborate interdepartmentally and with clinical staff.
• Capacity to multi-task with computer programs while providing patients the highest level of care and attention.
• Ability to self-direct and exercise independent judgment in situations requiring follow-up and discussions with clinical staff and/or other areas of Patient Access to ensure customer satisfaction.
• Works well in a team environment to accomplish common tasks to solve problems and enhance the smooth and efficient flow of the department.
• Ability to work in a fast pace environment at times under stressful situations.
• Ability to travel to offsite hospital outpatient locations.
• May work various shifts and weekends.

Position Summary

The Manager of Patient Access will be responsible for delivering a dynamic customer experience to all customers and demonstrate a strong commitment to service excellence.

The Manager of Patient Access is responsible for managing the day to day operations of their assigned departments.

• Managing the daily functions and staffing of the Schegistration/Front Desk/Insurance Verification team with 24/7 accountability.
• Communicating daily patient scheduling changes with department team members/leaders.
• Manages open requisitions, system terminations and access removal. 
• Develops new procedures as needed to meet services provided.
• Maintains and updates standard processes.
• Makes all necessary payroll entries and corrections, signs off on staff payroll, monitoring OT, managing major sick, FMLA, and call outs per JMC policy guidelines.
• Documents and writes informal and formal conference records.
• Works closely with project managers in the build of applications and assists with training on process and functionality.
• Assists all servicing areas within the organization with patient account error corrections and provides service recovery.
• Tracks and distributes daily productivity measures to staff.
• Tracks and distributes weekly quality measures to staff, supports and educates staff on areas for improvement.
• Monitors and distributes Experian Dashboards for reported issues.
• Documents weekly orientation reports on new hires for the first 90 days of employment.
• Perform 90-day reviews and annual evaluations and composes action plans for less than satisfactory scores.
• Maintains close working relationships with the staff of designated outpatient clinical areas, medical records, and business office.
• Collaborates with Operations Manager/Director to ensure all Registration policies are written, kept up-to-date and enforced.
• Audit’s registration records & provides education and guidance to staff to understand and correct errors occurring in the registration process.
• Exhibits the ability to guide the team in day-to-day work assignments.
• Effectively uses and role models current leadership techniques and theories, encouraging the decision-making skills of staff members and providing insight and leadership in complex situations.
• Ensures that information disseminated to staff is monitored for effectiveness and changed as needed.
• Ensuring the training of new team members in all processes policies and procedures.
• Implements new procedures as needed to meet services provided.
• Understands and enforces hospital and personnel policies and procedures.
• Serve on hospital and Patient Care Services committees, teams, and work groups as requested.
• Completing all Prebill edits and billing error report to ensure accurate information to ensure payment.
• Performs other duties as assigned.

Leadership Competencies

Establishing Relationships

Builds effective networks, working relationships, and alliances with a broad range of stakeholders (both internal and external) in order to collaborate effectively within divisions and across boundaries.  Can relate to all kinds of people regardless of background; find topics and common interests that can be used to build rapport with others.

Developing Talent

Provides guidance and feedback to help others strengthen knowledge/skills needed to accomplish tasks, solve problems, and perform effectively.

Inspiring and Motivating Others

Fosters commitment and cohesiveness by motivating, guiding, and facilitating cooperation within the department toward goal accomplishments.  Can persuade others, build consensus, and ensure cooperation from others to gain genuine acceptance to accomplish “win-win” solutions. 

Demonstrating Emotional Intelligence

Exercises self-leadership, self-awareness, and self-regulation; manages emotions so that they are expressed appropriately; leads others by showcasing adaptability, empathy, and social skills.

Acting with Integrity

Interacts with others in a way that is seen as direct and truthful; ensures confidence in individual and organizational motives and representations.  Acts in a way that is consistent with personal and organizational values by keeping confidence, promises, and commitments.  Clearly states goals and beliefs; informs people of their true intentions, does what they say they will do; follows through on commitments.

Acting Strategically

Aligns day to day activities around broader organizational goals and objectives; prioritizes resources based on the strategic objectives of the organization.

Being a Champion for Change and Innovation

Supports people in their efforts to try new things.  Generates novel and valuable ideas and uses these ideas to suggest new or improved processes.

Communicating Effectively

Speaks and writes clearly, conveys information in a concise, organized, and logical manner. Listens attentively and exercises tact, discretion, and diplomacy when interacting with members of the department and across the organization.

Promoting Diversity and Inclusion

Treats all people with dignity and respect by being fair and consistent.  Demonstrates an open-minded approach to understanding people regardless of their gender, age, race, national origin, religion, ethnicity, disability status, or other characteristics.  Challenges bias and intolerance.  Develops all-inclusive groups in the realms of social interaction and communication.  Shows respect for the beliefs of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds.

Holding Self and Others Accountable

Sets clear performance expectations and objectives for self and others; evaluates work performance and provides feedback when needed. Accepts responsibility and accountability.

Physical Requirements

Requires sitting for long periods of time, also stooping, bending, standing, and stretching. Must have manual dexterity for typing and computer data entry.  Able to work under a stressful environment, work independently, capable of making sound decisions, be detail oriented, alert, and self-motivated. Ability to push/pull up to 40lbs., carry and lift up to 20lbs.                                                                           

Threshold Requirements

• These threshold requirements are required and completed yearly basis
  • Annual Joint Commission mandatory education requirements, in-service and health requirements including attendance at new employee orientation
  • TB/PPD Surveillance Program
  • Maintenance of required professional licensing and/or certification(s).

This is not necessarily an extensive list of all responsibilities, skills, duties, requirements, or working conditions associates with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. I have reviewed these job requirements and verify that I can perform all essential functions of this position.