Assistant Manager Patient Access - Central Scheduling - 40hrs

Directly supervises staff and coordinates the daily operations of the Patient Access Scheduling and check in functions for Hospital services, CCSG preregistration and insurance verification at CT Children’s Medical Center. Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries or patient account problems. Demonstrates effective leadership skills and ability to build a strong departmental team.   Facilitates regularly scheduled area meetings for subordinate staff.  Serves as the primary resource to team members for training, problem resolution, etc.  Promotes growth and personal /professional staff development, and acts as a mentor and role model. This position reports to the Manager of Patient Access.

Patient Scheduling & Registration:

• Supervises and coordinates scheduling and patient pre-registration/registration for Outpatient Services (including satellite areas) in accordance with all medical center policies/procedures and all state/federal regulations. 
• Ensures that staff is knowledgeable in all aspects of registration and insurance regulations to complete an accurate patient account.  
• Oversees Check in functions for hospital services to ensure an optimal patient family experience, complete and accurate account information and point of service collection of patient liability.

Human Resource/ Department Leadership Management:  

• Responsible for effective daily operations of Scheduling, check in, IV, Preregistration and Referrals to meet productivity and quality goals. Plans daily work, sets priorities for team, implements staffing plan, schedule staff and ensures appropriate staffing level to support provider presence.  
• Tracks employee time on the timekeeping system.
• Sets priorities for the team to ensure task completion and coordinates work activities with other leaders. 
• Participates in a variety of managerial activities such as the development, implementation, and enforcement of policies and procedures; and maintains appropriate department files.
• Contributes and engages in change management to effect changes required for improved results.  Provides guidance and direction to staff to achieve goals and results.  Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries.
• Demonstrates effective leadership skills and ability to build a strong departmental team. Facilitates regularly scheduled area meetings for subordinate staff.    
• Serves as the primary resource to team members for training, problem resolution, etc. Promotes growth and personal/professional staff development and acts as a mentor and role model.
• Provides appropriate development opportunities to ensure staff is competent and continually improving their performance.  Communicates expectations, provides ongoing coaching/feedback, objectively assess employee performance and provide appropriate rewards and recognition.  
• Facilitates teamwork and cooperation among staff.
• Ensures compliance with all Human Resource policies and procedures.
• Participates in the selection, interviewing, hiring, orientation process with the Patient Access Manager in all phases of the performance management process (establishing performance standards, development ongoing feedback/coaching, mentoring, check ins), for assigned staff.
• Audits documentation records regarding incomplete information at time of registration, patient or guarantor interaction, efforts to collect co-payments, estimated self-pay balances and referrals to Medicaid.   
• Ensures all outstanding issues are resolved in a timely manner.   
• Identifies trends and conducts follow-up training to reduce number and frequency of outstanding issues. 
• Works collaboratively with Data Quality Specialist and Trainer to improve registration performance.

Financial Counseling/Patients Accounts:

• Ensures that patient/guarantor demographic and financial information (including insurance verifications, referrals, pre-authorizations, co-payments) required to process registrations is collected and accurately entered into appropriate information systems; the accurate collection and posting of applicable co-payments; and the efficient flow of required patient information to appropriate departments.  
• Investigates patient insurance issues and manages procedures to maximize payment from both commercial and managed care plans. 

Information Management:

• Understands the impact of information obtained through pre-registration/registration processes and the impact on other systems and anticipates issues that may arise.  Collaborates with leadership from CCMC/ CCSG departments, Patient Accounts and IT to automate processes and enhance the organization’s information systems.

Fiscal Management/Audits/Analyses Financial: 

• Maintains and monitors the department financial results related to POS/copay collections to achieve optimal performance and meet and/or exceed benchmark targets.   
• Supervises the scheduling, check in, insurance verification, referral process and pre-registration including copay collection.
• Tracks, maintains and report to Patient Access Manager Productivity Patient Access staff, handling any job performance issue as they arise.  
• Investigates patient insurance coverage / referral issues, manages process to maximize payment from both commercial and managed care plans. 
• Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with the CCMC STANDARDS and CCMC Leadership Behaviors.

Supervisory Responsibilities:

• Directly supervises 40  FTE Patient Access Associates Plans the daily work and determines the techniques used to complete the work for the 40 Patient Access Staff (scheduling, check-in, and CCSG Insurance verification and pre-registration)
• Participates in the selection, hiring and orientation process, partners with the Patient Access Manager in all phases of the performance management process 
• Implements staffing plan, schedule staff and ensure appropriate staffing levels to support provider presence/ Sets priorities for the team to ensure task completion; coordinates work activities with other leaders.  
• Facilitates teamwork and cooperation among staff,effectively follows-up and resolves routine issues, seeking support from
• Patient Access Manager with more complex issues. Highly involved in termination decisions.
• Educate staff on team building, problem solving, and conflict resolution,
• Participates in a variety of administrative managerial activities such as the development, implementation and enforcement of policies and procedures; and maintains appropriate department files. 
• Decisions are guided by policies, procedures, and the organizational plan; receives guidance and oversight from manager
   

Education and/or Experience Required:

• Associates Degree in Business, Healthcare Administration or 4 to 6 years of work experience in patient 
  registration or physician practice experience required.  
• Supervisory experience in a healthcare environment preferred.  Excellent working knowledge of 
  registration and billing regulatory requirements.

License and/or Certification Required:

• Required:  Certified HealthCare Access Manager (CHAM) through National Association of HealthCare Access Managers (NAHAM) be obtained within 18 Months of hire or promotion. 

Knowledge, Skills and Abilities Required:

Knowledge of:

• Organizational and departmental structure, systems, workflow, and operations policies/procedures pertaining to patient admissions, registration, insurances, financial counseling.
• Healthcare accounting, budgeting and fiscal management concepts, theories and principles.
• State/federal regulations and JCAHO regulations that directly affect the management of health care access services, and patient rights.
• Basic knowledge of human resource policies and procedures.

Skills:

• Working knowledge of Microsoft Windows operating system; Intermediate skills in Microsoft Office (Word, Excel, PowerPoint); patient registration and patient accounting database management (e.g. SMS, IDX).
• Evaluating operations and procedures, formulating policy and developing and implementing new strategies and procedures.
• Exceptional interpersonal skills and the ability to interact and work effectively with medical center leadership, government agencies, physicians, third party payors.
• Advanced verbal and written communication skills and the ability to present effectively to small and large groups
• Employee development and performance management skills.

Ability To:

• Use independent judgment and to appropriately manage and impart information to a range of constituents
• Foster a cooperative work environment
• Organize resources and establish priorities
• Develop, plan and implement short and long-range goals
• Effectively manage employees through appropriate staffing, employee development and performance management
• Persuade and influence others
• Set a framework for effective change management within the department and effectively move change initiatives forward

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.