Correspondence issue Req - BK- April 21

The Patient Access Manager II exhibits a professional attitude, operating the department with a customer service philosophy. Duties include managing, planning, directing, and coordinating admission and registration activities; preregistration activities; financial counseling; cashiering; and switchboard functions for Maui Memorial Medical Center. This position develops, implements, and evaluates patient access procedures to ensure the accuracy of inpatient and outpatient accounts are kept in accordance with established procedures; sets policies and procedures; evaluates staff performance; prepares financial reports; and reviews staffing levels. Supervises assigned staff.

• Administrative Duties
• Responsible for managing the admission and registration; pre-registration; financial counseling; cashier services; and switchboard services at Maui Memorial Medical Center.
  1. Directs, plans, organizes, and evaluates the activities of the personnel in the Patient Access Services Department.
  2. Establishes individual and department performance standards (benchmarks) to achieve customer service and patient access goals (e.g., accuracy, reduce denials, etc.).
  3. Monitors productivity of staff to ensure quality is within or exceeds established standards.
  4. Sets policies and procedures for department activities and ensures that the department, in turn, operates in accordance with them.
  5. Interprets HHSC policies for the staff and provides education on new or changed regulations.
  6. Keeps abreast of any legal or payor requirements (changes and or additions) and fully communicates those changes to pertinent staff.
  7. Regularly audits and improves departmental job functions.
  8. Provides adequate policies and processes for the control and security for the collection of deposits and storage of patient valuables for safekeeping.
  9. Coordinates Patient Access procedures with activities of other hospital units/departments.
  10. Works toward assuring that the department meets Federal, State and regulatory standards and work towards maintaining 100% compliance.
• Managerial Duties
  1. Facilitates the timely review of patient accounts for financial assistance through the Financial Counselors, Patient Assistance Program and/or Patient Financial Services.
  2. Prepares department financial reports as required.
  3. Makes recommendations to administration concerning means of decreasing departments operating costs and increasing potential revenues.
  4. Develops staffing levels for adequate and efficient operations while maintaining employee satisfaction with working conditions and customer satisfaction with minimum registration wait times.
  5. Works with staff to identify patient access process improvement opportunities, achieving smooth/seamless procedures within the department throughout the hospital.
  6. Optimizes the use of information technology.
  7. Works collaboratively with management ensuring that goals are met.
  8. Takes responsibility for the departments adherence and communications relative to HIPAA, patient privacy, Patients Rights and Informed Consent regulations and other legal or regulatory policies. Acts as a knowledge resource on these issues to other hospital departments and staff.
  9. Operates the department with emphasis on Customer Service and provides assistance to patients, patients families, visitors, physicians offices and staff, and the hospital departments and staff. Develops plans for improvement in Customer Service.
• Staff Development and Supervision
  1. General and direct supervision of the Patient Access Services staff, which include admission and registration, pre-registration, and financial counseling positions.
  2. Works with Human Resources to recruit the most successful candidates to fill the vacancies in the department.
  3. Develops criteria and participates as the chair or panel member in the interview process.
  4. Designs and develops facility specific training programs to ensure all staff are able to meet performance requirements.
  5. Assures that staff completes facility specific training and educational programs.
  6. Regularly evaluates staffs performance, providing individual and group feedback on standards.
  7. Provides coaching where deemed necessary to improve performance.
  8. Provides counseling, documentation and corrective action as guided by the policy and procedures of MMMC for staff who are unable to meet job/performance standards.
  9. Establishes work performance standards and competencies for employees under immediate supervision, rates their job performance and discusses rating with employees.
• Reviews, investigates, and resolves personnel problems through the use of collective bargaining provisions and HHSC personnel rules and regulations and takes appropriate disciplinary action as needed.
• Customer Service/Communication
  1. Serves as a role model by displaying, maintaining, and encouraging behavior; promotes positive, professional customer relations with patients, visitors, physicians, and coworkers.
  2. Maintains effective, customer-focused communication with staff, physicians, other departments and healthcare providers. Collaborates with Patient Access Supervisors to insure that patient access issues and complaints are addressed professionally in a timely, effective manner.
  3. Provides teaching/training for new orientees and ongoing training for all staff members. Updates and monitors staff competencies as appropriate.
  4. Performs frequent communication: procedures/policies, performance improvement reports, memos, evaluations and teaching programs.
  5. Promotes the hospital, organizational goals, initiatives, and changes in a positive, pro-active manner.
  6. Provides leadership, guidance and directions in implementing hospital guidelines for customer service.
  7. Maintains a line of positive communication, promotes teamwork by promoting professional collaboration at all levels.
• Other Duties
  1. Assists in the cost containment efforts of MMMC by suggesting operational changes, product change, consolidation, and standardization.
  2. Assures that the supply inventory levels are appropriately maintained.
  3. Prepares draft of annual departmental budget and submits to the Revenue Cycle Officer.
  4. Adhere to patient safety/infection control policies and procedures.
  5. Maintains and develops professional growth through seminars, conferences, etc.
  6. Complies with departments policy and procedures, takes responsibility for reading notices or handed out in department head meetings.
  7. Conducts and/or participates in committee meetings, mandatory and educational programs.
  8. Ensures staff follows MMMC, HHSC and other governing agency policies and procedures with patients, employees and visitors.
  9. Maintains strictest confidentiality of all facility and facility-related employee and/or patient information.
• Hires, trains, supervises, counsels, disciplines, and terminates assigned staff as appropriate.
• Communicates goals, objectives, accountabilities, priorities, and authority parameters to assigned staff.