Overview Job Summary: This position is responsible for managing all aspects including overall general supervision, policy and procedure compliance, personnel training and development, performance measurement and appraisals for the Patient Access Central Pre-Registration and Benefits department. This position will manage team supervisors and/or leads and agents. The Manager is responsible for delivering the highest quality of service as efficiently as possible while meeting financial, performance and quality goals. The Manager must have the ability to work cross-functionally with other colleagues and work cooperatively with all levels of the business including both internal and external partners and vendors. The ideal candidate will be results oriented with a proven record of creating engaged employees and identifying ways to improve the patient experience. Responsibilities Job Description Job Expectations: Serve as an expert and lead resource for pre-registration and benefits verification activities which includes but is not limited to: insurance referrals, eligibility, and benefits; registration; customer service, cost of care estimates Creates and implements department strategy related to the patient experience, team performance and quality. Review and analyze business data to identify trends and provide recommendations to improve the patient experience Develops and implements methods and procedures to meet and exceed productivity, efficiency, financial and quality goals. Provides daily leadership and guidance, direction, and motivation to team. Understands workload and ensures that team is meeting all performance expectations related to phone calls and work queues. Ensures all productivity standards are met in a timely manner through measuring and monitoring. Analyzes weekly and monthly reports for performance measurement and efficiencies Review policy and procedures and ensure all process and training documentation is up to date Actively develop direct reports through coaching, feedback, and projects to ensure their success and to create a highly engaged, productive team while meeting all performance objectives Conduct regular team meetings ensuring a sense of community among team and sharing performance and overall updates to keep the team informed Responsible for overall team quality program ensuring that patient satisfaction is number one priority Handles patient escalations to ensure complete patient satisfaction Evaluates team and individual training needs and assists in developing plans for immediate and long-term performance improvements Aids in the development and implementation of processes that improve efficiencies and quality within the department. Interviews and hires staff as needed and approved by senior management Conducts and reviews performance appraisals of direct reports, identifies performance problems, and initiates disciplinary actions. Evaluates subordinate’s performance by establishing objectives and measurements for supervisory and service personnel. Provides constructive feedback on a consistent basis Works collaboratively with other departments sharing insights and creating process and procedure to improve the overall patient experience Ensure that team meets all HIPAA requirements Represent the department and/or organization to external departments and organizations Ability to travel, one or more nights, for business when necessary. Ability to travel to individual hospitals for meetings, patient requests and employee oversight Perform ongoing staffing analysis based on current business needs and make recommendations as appropriate Assist in the review, analysis, and implementation of system work driver tools Assist in the budgetary process Performs any additional duties as assigned Responsible for providing lead support to Supervisors and Managers for Fairview Health Services hospitals and clinics Acts as mentor and trainer for new and veteran staff Must have a thorough working knowledge of third-party payers and insurance verification procedures and understand managed care and insurance contractual arrangements. Must have proven experience in interviewing patients for the purpose of financial eligibility determination Must be detail oriented, possess basic mathematical skills, and have sharp analytical skills to resolve financial issues as they relate to multiple groups including third party payers, physicians, patients, and the system. Must be able to handle potentially stressful situations and multiple tasks simultaneously including instructing and counseling patients regarding Fairview Health Services payment policies and public assistance programs. Must possess the ability to communicate effectively with patients, families, government entities, insurance companies, and Fairview Health Services staff. Basic medical terminology knowledge preferred Bilingual skills preferred Organization Expectations, as applicable: Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served. Partners with patient care giver in care/decision making. Communicates in a respective manner. Ensures a safe, secure environment. Individualizes plan of care to meet patient needs. Modifies clinical interventions based on population served. Provides patient education based on as assessment of learning needs of patient/care giver. Fulfills all organizational requirements. Completes all required learning relevant to the role. Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards. Fosters a culture of improvement, efficiency and innovative thinking. Performs other duties as assigned. Qualifications Minimum Qualifications to Fulfill Job Responsibilities: Credentials: Required Education Bachelor’s degree in business, accounting, finance or related or 6 additional years of minimum experience. Experience 4 years of professional, supervisory and/or management experience PC systems literate including Windows, and Microsoft Outlook, Excel, and Word programs License/Certification/Registration NA Preferred Education NA Experience Epic Grand Central (ADT & Prelude) software experience Knowledge of bad debt collections License/Certification/Registration NA Additional Requirements (must be obtained or completed within a period of time): Excellent communication skills including the demonstrated ability to speak, listen and write effectively (i.e. strong verbal, written, presentation and interpersonal communication skills Demonstrated ability to coach and mentor employees Focus on delivering business results EEO Statement EEO/AA Employer/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status