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ECU Health · 2 weeks ago

Manager , PAS Operations - Patient Access Services

Greenville, NC

Full-time

Onsite

Mid, Senior Level

5+ years exp

ECU Health is a mission-driven academic health care system serving over 1.4 million people in North Carolina. The Manager of PAS Operations is responsible for overseeing various functional areas to enhance patient satisfaction and revenue, ensuring departmental performance aligns with organizational goals.

Hospital & Health Care

Responsibilities

Review daily, weekly and monthly staff quality and production reports to ensure all areas of operations are performing at the best practice levels and adjust accordingly

Conduct daily rounding, regular one-on-one meetings with all direct reports, and regular unit meetings to identify and resolve any issues

Ensure staff complete work with a sense of accountability and ownership, as relates to their work area assignments by closely monitoring department metrics related to productivity and quality

Serves as liaison to core services for financial clearance, training, quality assurance, analytics and performance improvement

Maintain a thorough understanding of all core registration processes, point of service collections, financial assistance, Medicare and Medicaid program benefits, insurance requirements and payer authorizations to ensure that all financial clearance requirements have been met

Demonstrates an extensive and functional knowledge of all systems and software utilized within Patient Access

Provide constant communication with key leadership regarding quality monitoring results, any identified and/or recommended training needs and deficiencies, and to collaborate on strategies for meeting and exceeding customer expectations

Audit accounts to ensure all quality assurance standards are met including demographic, insurance payor information and signatures are acquired for consents and documented correctly

Provide coaching/education training to direct reports with the assistance from the Training & Education Department

Monitors and ensure adherence to policies and procedures through systematic review or audits

Ensures effective operations and support for compliance with applicable governing, regulating and accrediting bodies, licensure, laws and regulations

Demonstrates a commitment to customer service by providing responsive and effective support, developing solid working relationships with end user customers, and delivering high quality, value-added services

Develops and maintains a culture that promotes service excellence and employee empowerment to act in the best interest of those directly caring for our patients

Monitors performance to service level commitments taking corrective action as needed and continually seeking new approaches to optimize delivery of services

Facilitates positive relationships and communications between departments and key stakeholders, through various means, such as conducting and attending meetings, rounding, having one-to-one communications, and generally being visible and accessible to colleagues and staff

Plan and manage cost effective use of staff and resources in meeting organizational needs and services

Evaluate and continuously improve service delivery through data collection, planning and implementation to meet organizational needs

Demonstrates strong independent judgment and analytical skills to recommend improvements/changes in process

Considers/explores new and creative options to further improve areas of accountability in keeping with strategies and goals

With the assistance of assigned financial staff, reviews periodic financial statements and reports, and makes changes in resource allocation, spending, and other relevant business activity, to ensure the financial viability and budget compliance

Supports and adheres to the financial controls and related policies and procedures and ensures that administrative and business activities are conducted in support of operational excellence

With the support of and in coordination with the Human Resources and Organization Development function, maintains positive personnel relations and strives to be an employer of choice by ensuring that employee questions and concerns are addressed responsively

Ensures compliance with laws and regulations and adherence to HR/OD policies and procedures

Ensures that performance management programs are effectively administered and individuals receive on-going feedback and coaching on job performance, competencies, values-based behaviors and developmental needs

Ensures that policies and procedures regarding corporate compliance and privacy of patient and employee information are observed

Exercises due diligence in activities with legal risks, and uses the services of the Office of General Counsel as appropriate

Personally models professional confidentiality and discretion in all communications and exchanges of information

Employ methods of change management to advance the organization by using tools, business processes, budget allocations and operational practices to significantly reshape ECU Health

Accountable for a positive organizational culture in conducting business, decision making and performance management to influence work attitudes and enhance job satisfaction

Responsible for the selection, engagement, and development of Staff, inclusive of performance management, professional development, formation, and succession planning

Qualification

Patient Access ServicesFinancial managementLeadership experienceQuality assuranceChange managementCustomer serviceAnalytical skillsCommunication skillsTeam management