In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always.
Work Shift:
Day Shift (United States of America)Scheduled Weekly Hours:
40Department:
Patient Access CenterOverview of Position:
This position is responsible for leading and directing the work of the Patient Access Center. This manager is responsible for both physician practice and hospital scope of services related to patient scheduling, pre-registration, estimates, collections and authorizations. Key responsibilities of this position include standardizing workflow, and optimizing staff performance through process redesign, policy/procedure implementation, communications, and outcome feedback. Additionally, the role includes professional development and empowerment of staff, and management of human, fiscal and other resources to promote desired outcomes with attention to quality, efficiency and cost. Motivates staff to achieve the highest levels of customer satisfaction and to meet the organization’s goals for customer service and financial performance as it relates to the functions of the Patient Access Center.ESSENTIAL DUTIES
1. Provides leadership for departmental services through collaboration with customers, employees, physicians, providers, clinics, other internal departments and services, vendors, etc.
2. Performs data collection/analysis as required to enhance user compliance and understanding of processes. This includes building and interpreting reports out of Epic and Cisco systems to ensure PAC performance is optimized.
3. Determines proper patient access scheduling process/procedures.
4. Analysis of Template design for securing maximum utilization of schedules for providers.
5. Engages and leads efforts to streamline and improve the quality of the scheduling data to secure regulatory information in order to maximize reimbursement for services provided. (Ex. screening compliant diagnosis for testing, correct insurance, precertification/prior authorization, etc.
6. Provides leadership for all calls related to patient referrals from one call, pathway2care and physician practice operations.
7. Provides leadership over outpatient diagnostic scheduling, pre-registration, collections and authorizations for hospital-based services.
8. Provides leadership for PAC nurse line for medication screening, result communications and urgent diagnosis screening for more accurate scheduling and patient care.
9. Engages Pre-cert RN Analyst team in reviewing diagnosis and procedure criteria for appropriate billing and reimbursement for surgical, cardiac and orthopedic services. Ensures team is kept up on policy changes.
10. Manages surgery and endoscopy scheduling process to schedule patients and to ensure maximum blocks are full.
11. Collaborates with clinical and non-clinical teams to standardize workflow within Epic for efficient scheduling, including schedule builds, preps, wayfinding, screening questions, etc.
12. Manages assigned staff in order to ensure steady workflow balance and high-quality outcomes.
13. Provides support to staff by coordinating as necessary with the IT Help Desk. Analyzes recurring problems and formulates plans to address each. Monitors overall system/process performance for delays, errors and other related problems.
14. Creates a culture within the department that is supportive of the staff, fosters teamwork, high performance and individual accountability.
15. Identifies action plans to improve the quality of services in a cost efficient manner and facilitates plan implementation.
16. Establishes implements and evaluates on-going performance improvement programs, utilizing an interdisciplinary approach.
17. Coordinates efforts among team members and ensures that all members are well informed of changes. Provides consultative services for workflow and systems process issues. Assists in the design and development of system enhancements while monitoring congruency with process goals and regulatory mandates.
18. Maintains a working knowledge of applicable federal, state, and local laws/regulations, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
19. Develops project work plans, facilitates resource allocation, executes project tasks and obtains assistance from other resources, as required.
20. Other duties as needed, including but not limited to leading and conducting special projects.
QUALIFICATIONS
1. Bachelors degree preferred.
2. In lieu of degree, 3-5 years of supervisory and field related experience is required, along with certification of achievement obtained within the first 18 months of employment.
3. Ability to motivate and organize people efficiently.
4. Excellent computer system knowledge and PC skills.
5. Ability to work under pressure and promote a positive working atmosphere.
6. Ability to lead and manage diverse staff in a learning environment with frequent changes in department priorities. Ability to recognize necessary changes in priority of tasks and allocation of resources, and act upon them as required to meet workload balance.
7. Possess good communication skills both verbally and written.
8. Excellent critical thinking, decision-making, problem solving, and analytical skills required.
PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1. Living the Genesis Mission, Vision and Values
• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience and understanding.
• Acts in a manner that creates positive first and lasting impressions.
• Demonstrates the ability to own issues until they are resolved.
2. Patient Centered Care (patients/families, physicians, co-workers, all other internal/external customers)
• Introduces self and role…connects with everyone.
• Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
• Asks for and anticipates needs and concerns of others.
• Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
• Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
• Responds to requests in an appropriate and timely manner.
• Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.
3. Promotes Patient and Employee Safety
• Demonstrates safe patient handling (i.e. transfers, transport, care administration, nutrition, medication, etc.).
• Demonstrates safe materials handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.).
• Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment.
• Demonstrates Slips/Trips and Falls Awareness.
• Actively contributes to maintaining a safe, clean and quiet environment.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Works in an office environment.
2. May be required to drive to other locations. Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports.
3. Regularly lift or move up to 10 pounds, frequently lift or move up to 25 pounds and occasionally lift or move up to 50 pounds.
4. Vision abilities required include up close vision, peripheral vision, depth perception and the ability to adjust focus.
5. May be required to periodically rotate shifts and regular days off. All system employees must be willing to work all shifts, extra hours, holidays and emergency shifts as required.
This description reflects in general terms the type and level of work performed. It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.
Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.