Customer Service & Support Jobs in Coral Gables, FL (Now Hiring) — 404 open — Page 17

The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for Manager, Patient Access in Doral, Florida. The Manager, Patient Access oversees the business operations of the Patient Access Department to ensure a smooth entry of patients to departmental services, while maintaining timely and accurate business information and guaranteeing payment of services rendered.

CORE JOB FUNCTIONS

• Recruits, supervises, trains, and disciplines staff, and prepares performance reports.

• Manages day-to-day activities of personnel to ensure the timely registration of patients, accurate data entry of patient biographical and financial information, and proper payment collection.

• Reviews records to ensure that each patient was properly verified for insurance purposes and that proper information was written on each patient’s chart prior to clinic date.

• Serves as department expert on registration, insurance verifications, and documentation guidelines.

• Ensures adequate staffing is maintained on a 24-hour basis.

• Assists in the development and implementation of the department’s annual budget.

• Works with upper management to generate strategy and operational initiatives, and policies.

• Maintains current knowledge of rules and regulations and educates staff on any variations.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.

• Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

Bachelor’s degree in related field or equivalent, combination of education and experience

Certification and Licensing:

Not Applicable

Experience:

Minimum 3 year of relevant experience

Knowledge, Skills, and Attitudes:

• Knowledge of business and management principles

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to establish department goals and objectives that support the strategic plan.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Ability to lead, motivate, develop, and train others.

DEPARTMENT ADDENDUM

Department Specific Functions

• Manages the day-to-day operations of Tier 1 essential workers that provide critical functions that cannot be paused in traditional and non-traditional healthcare settings and who perform a wide range of critical front end revenue cycle and clinic support functions from prearrival to discharge utilizing multiple systems simultaneously, including but not limited to: EPIC MyChart, Grand Central ADT Prelude, Cadence, Prelude, Radiant, OP Time, Care Everywhere, Resolute, Nice inContact Communication, and Aria Oncology.

• On call 24/7 and able to respond and provide support without advance notice, including working in offsite locations, tents or having to come onsite if working remotely as needed during staffing shortages, disasters, and pandemics.

• Identifies and resolves real or perceived barriers to care.

• Interfaces effectively and maintains a close working relationship with all members of the health care team to ensure a seamless check in and out clinic flow and positive experience for patients and caregivers.

• Facilitates leadership strategic planning activities, including development and maintenance of Onsite Patient Access unit strategy articulation and implementation of a framework for leadership decision-making and monitoring processes to ensure delivery against business objectives.

• Responsible for achievement of business metrics, strategic management of project resources, developing processes and standards to streamline overall business operations.

• Reviews WQ’s daily to ensure that accounts are worked within 72 hours and registration claim edits are kept at a minimum.

• Oversees, evaluates, and monitors on-the-job performance of staff and collaborates with the Patient Access Training Director to identify opportunities for improvement and develop training to maintain a high level of performance while fostering an environment of continuous improvement.

• Attends standing meetings, provides status reports, and works collaboratively with the clinical department management team, faculty, and senior leadership to optimize operations and identify and resolve customer service issues as they relate to the front-end operations.

• Serves as subject matter expert and stays current on all systems utilized and verification/authorization guidelines, including but not limited to MyChart, Grand Central ADT Prelude, Radiant, OP Time, Care Everywhere, Resolute, Real Time Eligibility, UHealth Contract Summary, Payer Websites, NICE inContact Communication, and Aria Oncology.

• Works with Leadership on strategy plan for growth and expansion opportunities that will drive business results including increase in revenues and meeting market needs for patient demands.

• Oversees and supports remote patient access functions including but not limited to Validation, Arrival, and Coordination of Care lines.

• Implements an effective, timely and ongoing communication strategy to ensure relevant patient access information, strategies and goals are delivered to internal and external stakeholders.

• Evaluates systems’ requirements and develops methodologies and/or make recommendations to existing systems to maximize efficiency and performance.

• Creates and maintains updated policies and procedures in conjunction with leadership and supervises staff adherence with all established regulatory compliance requirements.

• Oversees cash management procedures to ensure staff adherence with established UM cash management guidelines and verifies that the end of day cash-drawer reconciliation, including bank deposits, is performed promptly and accurately.

• Develops and promotes the use of effective methods of communicating with physicians, managers, peers, trainees, and staff on a regular basis.

• Collects, reviews, analyzes complex and/or confidential data and prepares reports, charts, budgets, and other presentation materials.

• Embodies and reflects the Standards of Behaviors and DIRECCT values of the organization and serves as a role model.

• Participates in special projects including but is not limited to, testing of software updates, support for new/modified functionality, regulatory preparedness, and process improvement projects.

• Participates in and implements any process improvement strategies identified regarding workflow and staff wellbeing.

• Monitors expenditures and Identifies variances between actual and budgeted financial results at the end of each reporting period.

• Implements department human resources actions, which may include hiring, terminations, salary etc.

• Recruits, trains, and prepares performance reports for staff.

• Continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.

• Ensures employees are trained on controls within the function and on University policy and procedures.

• Performs other duties as assigned.

AREA SPECIFIC

ER

• Must possess a good understanding of the unique characteristics and operations of the Emergency Room, to proficiently support the Emergency Room.

• Must be flexible and adjust to rotating schedules, evenings, weekends, and holidays.

• Able to perform ADT functions (as described under Admitting section) afterhours, weekends, and holidays.

• Must adhere to PPE requirements as dictated by the specific situation.

• Proficient knowledge of ASAP module.

ADMITTING

• Must possess a good understanding of the unique characteristics and operations of Admitting, to proficiently support the Admitting Dept.

• On-call and rotating schedule for evenings, weekends, and holidays.

• Explain and obtain patient acknowledgment for all required regulatory documents including but not limited to the HIPAA Facility Directory Form, and CMS MOON, HOON, and IMM notices.

• Obtain information from patients to complete Patient Self Determination Checklist and collect and scan pertinent documents.

• Proficient knowledge of ADT module.

• Responsible for ensuring that team obtains, confirms, and documents eligibility and benefits, and provides timely health plan admission notification.

• Responsible for pre-admissions log to include benefits, specialty, and financial clearance.

• Coordinates with bed control on bed availability.

• Collaborates with Transfer Center on all incoming transfers to finalize transfer requests.

• Responsible for processing admissions orders received via in-basket messaging.

• Extensive collaboration with providers, nursing unit, and utilization review department in coordinating admissions.

CTU

• Must possess a good understanding of the unique characteristics and operations of Admitting, in order to proficiently support CTU.

HOSPITAL BASED CLINIC

• Must possess a good understanding of the unique characteristics and operations of the hospital-based department/clinic/division to support the hospital-based practice.

PRACTICE BASED CLINIC

• Must possess a good understanding of the unique characteristics and operations of the department/division, to proficiently support the practice.

Department Specific Qualifications

Education:

Bachelor’s degree in related field

Certification and Licensing:

Not Applicable

Experience:

Minimum 3 years of relevant experience

Any appropriate combination of relevant education, HFMA certification, and experience may be considered.

Knowledge, Skills, and Attitudes:

• Adherence to punctuality and attendance standards, remaining flexible to meet departmental needs and ensure appropriate clinic flow.

• Outstanding interpersonal and customer service skills with a commitment to service excellence.

• Computer literate with the ability to quickly adapt and acquire proficiency in utilizing multiple systems and technologies.

• Proficient knowledge of health care regulatory guidelines and compliance requirements pertaining to patient access including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.

• High level of critical thinking and analytical skills required to evaluate systems’ requirement and to develop methodologies and/or make recommendations to existing systems to maximize efficiency and performance.

• Skilled in examining and reengineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.

• Knowledge of generally accepted accounting principles with excellent mathematical and cash management skills.

• Skill in completing assignments accurately with attention to detail.

• Ability to plan, organize, measure, and integrate priorities and deadlines.

• Ability to identify, analyze, interpret complex data, and resolve operational problems by applying sound judgement and critical thinking.

• Ability to anticipate and react calmly in emergency situations and handle difficult and stressful situations with professional composure.

• Ability to establish and maintain effective collaborative working relationships with clinical and non-clinical teams to ensure a positive patient experience.

• Ability to process and handle confidential information with discretion.

• Ability to inspire, influence and motivate team members both onsite and remotely to meet goals.

• Ability to work independently and/or in a collaborative environment.