Full time Day Shift

Manages Patient Access pre-service operations for all hospitals and hospital based offsite locations in the region. Provides oversight for a team responsible for, but not limited to; scheduling, financial clearance (pre / post service) and benefit advocacy, ensuring accounts are financially clear prior to elective services. Manages all key performance indicators for the department, including revenue cycle metrics, colleague productivity and quality. Responsible for building collaborative relationships with RHM leadership, Referring Providers, PFS and other key stakeholders. Motivates and challenges staff to achieve the highest levels of performance, working in conjunction with all key stakeholders to prevent revenue deficits and maximize potential revenue for the region. Responsible for managing the optimization of staff performance through process redesign, policy/procedure implementation, communications, continuing education and professional development activities, staff empowerment and outcome feedback.

As a mission-driven innovative health organization, we will become the national leader in improving the health of our communities and each person we serve. By demonstrating reverence, commitment to those who are poor, justice, stewardship, and integrity, our organization will continue to provide better health, better care, at lower costs.

Manages Patient Access pre-service operations for all hospitals and hospital based offsite locations in the region. Provides oversight for a team responsible for, but not limited to; scheduling, financial clearance (pre / post service) and benefit advocacy, ensuring accounts are financially clear prior to elective services. Manages all key performance indicators for the department, including revenue cycle metrics, colleague productivity and quality. Responsible for building collaborative relationships with RHM leadership, Referring Providers, PFS and other key stakeholders. Motivates and challenges staff to achieve the highest levels of performance, working in conjunction with all key stakeholders to prevent revenue deficits and maximize potential revenue for the region. Responsible for managing the optimization of staff performance through process redesign, policy/procedure implementation, communications, continuing education and professional development activities, staff empowerment and outcome feedback.

As a mission-driven innovative health organization, we will become the national leader in improving the health of our communities and each person we serve. By demonstrating reverence, commitment to those who are poor, justice, stewardship, and integrity, our organization will continue to provide better health, better care, at lower costs.

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Manages Patient Access staff, processes & systems, and coordinates activities that may focus on patient registration/intake, medical necessity screening, point-of-service collections, dissemination of patient information, pre-service notification, and authorization, securing insurance and demographic information prior to service, and support coverage of other departmental divisions. Responsible for front end unbilled management and denial prevention. Responsible for managing of performance metrics to drive best practice processes and financial gain. Serves as local liaison for system issues and serves as technical advisor and resource to staff. Provides similar support to non-centralized registration areas.

Manages the development of colleague work schedules to ensure cost effective staffing that meets customer requirements, managing the team to meet industry throughput metrics.

Represents Regional Director in problem resolution when unavailable.

Manages team projects by empowerment and collaboration of team members:

• Fosters interdisciplinary collaborative relationships within area of responsibility and the Ministry Organization/Region that promotes active participation.
• Provides operational guidance and direction to assigned staff to ensure service integration, effective coordination of departmental work activities, and quality job performance.
• Elicits feedback from interdisciplinary team, including the medical staff, and involves them in decision-making as appropriate; and
• Serves as primary liaison regarding pre-registration and/or pre-service functions (Inpatient Admissions, Outpatient, Series, Ambulatory Surgery, and Clinic Registrations) and related database issues; issues related to medical record and account number assignment, data integrity, medical necessity/appropriateness of service (related to bed designation); and issues related to patient signatures on consents and other intake forms.
• Collaborates with members of other departments to ensure best practice and issue resolutions take place.

Subject matter expert for developing training materials, systems, procedures, and new programs.

Leads the redesign of registration and/or pre-service processes and systems to improve overall patient experience, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes.

Develops effective decision-making, communications, and interpersonal relations to ensure a positive image of the Ministry Organization, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters:

• Manages timely and professional follow-up to customer complaints and issues; and
• Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels.

Formally assesses the developmental needs of the department on a periodic basis and promotes opportunities for department development with attention to skills in independent decision-making, effective communications, and interpersonal relations to ensure customer satisfaction in conjunction with Trinity Health’s core values and to foster team spirit.

In coordination with the Regional Director, identifies and implements opportunities for staff to increase their knowledge base, advance their practice and enhance their professionalism through staff orientation and continuing education opportunities. May manage some degree of training to meet these goals.

Selects employees based on potential contributions, departmental culture/needs and personnel policies. Recommends allocation of resources based on scope of goals and priorities. Responsible for hiring employees when needed and terminates positions when necessary.

Performs root cause analysis on denials to gather a better understanding of issues. Prepares and conducts education and training services to departments and staff pursuant to audit and root cause findings, regulatory changes and requirements, coding updates, and managed care billing requirement changes.

Provides operational guidance and direction to assigned staff to ensure service integration, effective coordination of departmental work activities, and quality job performance.

Ensures problem resolution and corrective action for long-term solutions and coordinates such effort across intra and inter-departmental channels.

Responsible for periodically assessing developmental needs of the region and promoting opportunities for skill, independent decision making, effective communication and interpersonal relations development to achieve and maintain top decile levels of customer satisfaction while in consideration of Trinity Health’s core values and fostering team spirit.

Collaborates with Regional Director(s) to identify and implement opportunities for colleagues to increase their knowledge base, advance their practice and enhance their professionalism through colleague orientation and continuing education opportunities.

Manages recruitment, some degree of training, performance, discipline and termination of positions as necessary. Works with local managers determining and managing the appropriate allocation of resources across with region. Monitors and conducts performance appraisals and will work with Regional Director(s) in establishing cascading goals. Manages regular ongoing performance feedback in a prompt, direct and positive manner. Mentor and coaches' colleagues.

Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

Other duties as assigned.

Hourly pay range: $34.9314 - $52.3971

Must possess a comprehensive knowledge of patient access operations, as normally obtained through the completion of a bachelor's degree in Healthcare or Business Administration, or a related field, or an equivalent combination of education and experience. Five (5) to seven (7) years of progressively responsible experience in Patient Access operations, specifically in pre-service functions; high volume call centers and financial clearance, preferably in a complex multi-hospital setting.

Experience in managing remote workers strongly preferred.

Minimum of three (3) years of management experience in a multi-facility, integrated health care delivery system or related revenue cycle experience.

Customer service background is strongly preferred. Must be proficient in the use of Patient Registration/Patient Accounting systems and related software systems. Must be proficient in the use of Microsoft Office business software.

Demonstrated ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities.

Maintains current knowledge of registration/pre-service processes, verification (financial clearance) and point-of-service collections, processes and systems, regulatory and 3rd party payer issues and requirements. Must become familiar with local charity policy and payment options.

Ability to communicate and work with patients, physicians, physician office personnel, associates, multiple direct patient care providers and others to expedite the registration/intake process. Dynamic communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers.

Displays ongoing leadership in promoting positive attitudes and ensuring exceptional customer service. Capability and flexibility to develop skills needed as a change agent; Ability to form partnerships through consensus. Serves as a change agent, coach, mentor, team builder and facilitator.

Effective critical thinking, problem solving, analytical analysis and decision-making skills. Strong quantitative and analytical abilities to process and display data.

Flexible work style, tactful, poised, and patient. Ability to handle a high degree of pressure, heavy workloads, multiple requests, numerous interruptions, and short deadlines in a positive manner, establishing priorities for effective work completion. Adapts quickly to changing conditions, assimilating new processes into job functions, and taking ownership.

Exhibits superior management skills that emphasize team-building and strong leadership with the ability to provide clear direction to the department, while also functioning as an individual contributor.

Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Must demonstrate high levels of initiative, drive and poise coupled with qualities of maturity, professionalism, flexibility, and patience.

Must be able to travel to the various Trinity Health sites (10%+) if responsible for multiple site registration / pre-service) as needed.

Physical requirements include ability to stand for long periods, push wheelchairs, and lift.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.