Manager, Patient Access

The Manager, Patient Access manages the daily activities of Carle Bromenn Medical Center outpatient registration, Carle Bromenn Outpatient Center, Guest Services, Scheduling and ED registration to ensure effective registration/admissions and high-quality customer service is being maintained. Responsible for improving and streamlining revenue cycle activities for registration, eligibility verification and point of service collections to reduce denials and improve overall AR performance. Understands regulatory and third-party payer guidelines for Emergency room visits, Inpatient and Outpatient admissions to ensure registration functions and staff remain in regulatory compliance. Reviews SVR (Staffing variance reporting) to ensure that budget guidelines are met and to provide appropriate resources based on the department volumes and activities.

Oversees training, education, and staff development by department supervisor, leads and trainers. Promotes cross-training and develop staff to enhance job function and responsibilities so that maximum flexibility and adaptability within the team is achieved. Coordinates and communicates process updates and flows with internal departments at Carle and external department, when necessary, to ensure that registrations have been completed prior to the patients' service date to increase patient satisfaction and ensure reimbursement to the organization. This position takes an active role in denials reduction efforts, timely filing expectations for registration and authorization claim error resolution and serves as a SME for revenue cycle operations for registration, eligibility, and collections. Works to maintain and improve team member engagement to help improve retention and decrease turnover within the team.

Certifications:

• Certified Healthcare Access Manager (CHAM) within 2 years

Education:

• Bachelor's Degree: Healthcare or
• Bachelor's Degree: Related Field or
• Bachelor's Degree: Business Management

Work Experience:

• Healthcare - 2 years

Specialized Knowledge and Skill:

• Systems experience (preferably EPIC) with registration, eligibility, collections, and billing/claims.
• Ability to successfully manage department with multiple applications, including multiple EMR systems.
• Analytical skills necessary to collect and analyze data, identify problems, research regulatory topics, interpret federal regulations and develop meaningful solutions and recommendations.
• Organization skills and abilities to manage daily operations, coordinate multiple projects simultaneously, multitasking while implementing workflow changes and guidelines to monitor outcomes and actions.
• Microsoft Office proficiency is necessary.
• Strong communication skills, both written and verbal and the ability to effectively lead and manage both on-site and remote work from home staff.
• Must have high emotional intelligence and must be able to observe and maintain a high level of confidentiality.
• Must be able to demonstrate and role model Carle Behavior standards and hold staff accountable to these standards.
• Perform complex tasks requiring independent knowledge and its application of non-routine situations.
• Ability to effectively manage large volumes of administrative and department work concurrently.
• Must be able to function effectively in a challenging environment and the flexibility to adjust to ever changing demands and priorities.

• Continuously streamlines processes/systems to achieve maximum efficiency, effectiveness, and outcomes
• Ensure that all employes are properly orientated and trained in operations and equipment, annual competencies and certification, licensures and education requirement are correct and/or fulfilled
• Ensures the accuracy and completeness of patient information entered the system
• Maintains payroll to ensure accuracy of labor hours.
• Enforce various organization policies consistently
• Manage daily activities of Carle BroMenn Medical Center outpatient registration, Carle BroMenn Outpatient Center, Guest Services, Scheduling and ED registration
• Ensure effective registration/admissions and high-quality customer service is being maintained.
• Operates departments in a cost-effective manner by monitoring labor hours, supply expenses, and volumes.
• Ensures adequate staffing levels are maintained to provide timely patient service.
• Performs department audits to identify registration and eligibility errors
• Provide continuous written and verbal feedback to staff and management regarding audit outcomes.
• Reviews status of work queues on a daily or more frequent basis is to ensure they remain current.
• Assign and delegates tasks as needed.
• Works closely with ED, Inpatient and Outpatient leadership, Revenue cycle leadership, patient financial services, inpatient case coordination services, information technology, payer contracting.
• Facilities and communicates necessary changes to department leadership to improve processes.
• Ensures high level of patient service provided by all areas of responsibility
• Assists staff with patient service and insurance issues, utilizing Payer Contracting and Insurance Payer Representative when needed.
• Maintains active involvement with all regulatory compliance functions by maintaining up to date working knowledge of the latest healthcare trends in registration, insurance verification and benefits, collections, reimbursement, claim denials, and hospital /clinical management Identifies, discusses, plans and implement processes that align with state and government regulations as needed.
• Monitor and analyze workflows and processes
• Ensure that operations- e.g., Registration, authorizations financial counseling, pre-service estimates and collections, and all other patient access functions are delivering the best outcomes for patients and the organization.
• Lead employees in The Carle Experience with accountability of expectations by mentoring, coaching, discipline, etc.
• Perform audits to identify authorization errors while providing feedback to employees (i.e. WQ audits, documentation audits, voicecert/pixcert audits) Interview, hire, and onboard new employees with the assistance of department supervisor and peer interviews, with a 90-day process as well as evaluations for new / existing employees
• Adhere to all leadership expectations of the Carle Experience through rounding, AIDET audits, Patient Experience scores and as well as benchmarking and 90-day action plans.

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance - and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation's highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world's first engineering-based medical school, and Health Alliance. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.