Director, Patient Access Services

Job Summary

Directs all aspects of a Patient Access. Plans, organizes, and oversees personnel and activities associated with 24/7 Patient Advance and Time of Service Registration, third party Eligibility/Verification, point of service collection of co-pays, and Bed Control. Ensures prompt patient access to hospital services. Ensures accuracy of medical, demographic and payment data collection which drives the front end of the medical record and electronically bills accounts. Ensures compliance with HAAD and JCI regulations. Controls patient admissions, discharges, and transfers to facilitate effective and efficient utilization of beds. Monitors internal/external customer satisfaction indicators to ensure Service Excellence. Actively participates in denial management. Develops and monitors annual operating and capital budgets. Maintains technological expertise of systems with impact on registration, verification, billing, and bed management processes. Implements hospital and departmental policies and procedures in accordance with the guidelines established by CCAD.

Primary Duties and Responsibilities

Administration: Manages Patient Access staff responsible for registration, verification, electronic billing, and bed management. Hires/terminates, trains, monitors, evaluates, and motivates staff to achieve maximum results.
Information Technology: Maintains expertise of Hospital systems and processes as they relate to Patient Access to ensure maximum functionality and efficiency. Works with Information Technology to attain maximum use of all systems and equipment. Provides input in selection of products used to drive future internal process improvement achieved via technology advances/enhancements.
Service Excellence: Develops and enforces set service standards that delineate concrete behaviors expected of employees in their interactions with patients and internal/external customers. Monitors and evaluates service performance. Reinforces ‘Service Excellence’ in daily operations. Demonstrates CUSTOMER FIRST attitude with regard to all Patient Access management activities. Creates environment whereby patients, physicians, and hospital staff receive high level positive response to all requests.
Quality/Quantity Monitoring: Establishes measurable goals and objectives for Patient Access staff. Monitors output, daily usage of system generated reports, and rounding. Supervises audits by Specialists to ensure accuracy and effective time management. Identifies retraining/cross-training needs and pursues outplacement when necessary.
Revenue Cycle: Works closely with PAS to achieve optimum front-end performance for electronic claims processing. Demonstrates complete understanding of insurance and requirements to achieve timely reimbursement from third parties. Takes immediate action to address deficiencies. Incorporates denial management in all activities.
Communication: Maintains ongoing dialogue with nursing, diagnostic, therapeutic, and emergency, departments and medical/administrative staffs to address issues and continuously improve performance. Incorporates FLEXIBLE and TEAM philosophy in management of department.
Diversion/Disaster/Downtime/Emergency: Develops departmental emergency/downtime protocols. Takes steps to ensure staff preparedness. Deploys emergency/downtime procedures as needed.
HIS: Accepts responsibility for the Master Patient Index and information required by coding. Takes steps necessary to ensure integrity of data entered.
Operations/Organization: Keeps department operating at maximum levels.
Budget: Plans and prepares department operating/capital budgets. Monitors spending and addresses variances. Actively seeks ways to control spending through operational efficiencies. Flexes staffing in accordance with productivity/volume.
Cash Collections: Oversees system entry and collection of patient co-pays and deductibles. Coordinates effort with PAS and Pre-Access personnel.

Desired Skills and Experience