The Central Scheduling and Front Office Assistant Manager is responsible for supervising staff and coordinating the daily operations of the Patient Access Scheduling and Check-In functions for outpatient hospital services. This position is responsible for direct oversight of daily operations of computer based scheduling, monitoring incoming demand of referrals and orders, as well as throughput of patients in relation to scheduling and registration.
Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries or patient account problems Facilitates regularly scheduled area meetings for subordinate staff. Serves as the primary resource to team members for training, problem resolution, etc. Demonstrates effective leadership skills and ability to build a strong departmental team.
Promotes growth and personal /professional staff development, and acts as a mentor and role model. This position reports to the Manager of Central Scheduling and Front Office -- Patient Access.
PATIENT SCHEDULING & REGISTRATION:
Supervises and coordinates scheduling and patient pre-registration/registration for Outpatient Therapy and Diagnostic Services (including satellite areas) in accordance with all medical center policies/procedures and all state/federal regulations.
Ensures that staff is knowledgeable in all aspects of registration and insurance regulations to complete an accurate patient account.
Oversees Check in functions for hospital services to ensure an optimal patient family experience, complete and accurate account information and point of service collection of patient liability.
Sets priorities for the team to ensure task completion and coordinates work activities with other leaders.
Participates in a variety of managerial activities such as the development, implementation, and enforcement of policies and procedures, and maintains appropriate department files.
Contributes and engages in change management to effect changes required for improved results.
Provides guidance and direction to staff to achieve goals and results.
Provides appropriate development opportunities to ensure staff is competent and continually improving their performance.
HUMAN RESOURCES RELATIONS:
Responsible for effective daily operations of Scheduling, Check-In, Registration and Referrals to meet productivity and quality goals.
Plans daily work, sets priorities for team, implements staffing plan, schedule staff and ensures appropriate staffing level to support provider presence, and reports abnormalities in staffing to manager with proposed solutions of future plan.
Tracks employee time on the timekeeping system.
Ensures compliance with all Human Resource policies and procedures.
Communicates expectations, provides ongoing coaching/feedback, objectively assess employee performance and provide appropriate rewards and recognition.
Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries.
DEPARTMENT LEADERSHIP MANAGEMENT:
Participates in the selection, interviewing, hiring, orientation process with the Patient Access Manager in all phases of the performance management process (establishing performance standards, development ongoing feedback/coaching, mentoring, check ins), for assigned staff.
Facilitates teamwork and cooperation among staff.
Audits documentation records regarding incomplete information at time of registration, patient or guarantor interaction, efforts to collect co-payments, and referrals to Financial Counseling.
Ensures all outstanding issues are resolved in a timely manner. Identifies trends and conducts follow-up training to reduce number and frequency of outstanding issues.
Works collaboratively with Data Quality Specialist and Trainer to improve registration performance.
FINANCIAL ASPECTS/PATIENT ACCOUNTS:
Ensures that patient/guarantor demographic and financial information (including insurance verifications, referrals, pre-authorizations, co-payments) required to process registrations is collected and accurately entered into appropriate information systems; the accurate collection and posting of applicable co-payments; and the efficient flow of required patient information to appropriate departments.
Investigates patient insurance issues and manages procedures to maximize payment from both commercial and managed care plans.
Coordinates with Financial Clearance manager to ensure scheduling and check-in process is in line with referral, orders, and authorization management.
Understands the impact of information obtained through pre-registration/registration processes and the impact on other systems, and anticipates issues that may arise.
Performs direct oversight and tracking of daily metrics and anticipates scheduling utilization issues proactively; coordinates with clinical and department managers to change scheduling utilization as necessary, in order to improve fill rates, patient throughput, and positively impact revenue.
Collaborates with leadership from CCMC/ CCSG departments, Patient Accounts and IT to automate processes and enhance the organization's information systems.
Collaborates with One-Call Referral center in order to improve patient and family experience.
FISCAL MANAGEMENT/AUDITS/ANALYSES FINANCIAL:
Maintains and monitors the department financial results related to POS/copay collections to achieve optimal performance and meet and/or exceed benchmark targets.
Supervises the scheduling, check-in, insurance verification, referral process and pre-registration including copay collection.
Tracks, maintains, and reports to Patient Access Manager productivity of Patient Access staff, handling any job performance issue as they arise.
Investigates patient insurance coverage / referral issues, manages process to maximize payment from both commercial and managed care plans; updates standard work and processes based on scheduling variances and denials management.
Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with the CT CHILDREN'S STANDARDS and Leadership Behaviors.
Directly supervises Central Scheduling and Front Office Patient Access Associates.
Plans the daily work and determines the techniques used to complete the work for the subordinate staff (scheduling and check-in).
Takes advisement from Patient Access Manager and carries out duties as directed.
Participates in the selection, hiring and orientation process; partners with the Patient Access Manager in all phases of the performance management process
Facilitates teamwork and cooperation among staff, effectively follows-up and resolves routine issues, seeking support from Patient Access Manager with more complex issues. Highly involved in termination decisions.
Educate staff on team building, problem solving, and conflict resolution.
Participates in a variety of administrative managerial activities such as the development, implementation and enforcement of policies and procedures; and maintains appropriate department files.
Decisions are guided by policies, procedures, and the organizational plan; receives guidance and oversight from manager.
Makes sound decisions based on their impact on not only the patient and family experience but the revenue cycle.
Connecticut Children's Medical Center