Manager, Access Services

Hackensack Meridian Health; Herbertsville (NJ); On-site; USD 83,000 - 101,000; Full time

Job summary

Hackensack Meridian Health is seeking a Patient Access Manager in New Jersey to lead registration, insurance verification, and POS collection. You will drive staffing, performance, and process improvements to maximize reimbursement and patient experience.

The role requires 5+ years in Revenue Cycle Operations, strong leadership, and collaboration with Nursing and other departments. Health IT and EPIC experience is preferred.

Qualifications

• Bachelor's Degree, or relevant and equivalent HMH experience.
• Minimum 5 years prior experience in Revenue Cycle Operations.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee daily activities of registration, POS collection, and insurance verification.
• Educate team members on changes to duties and responsibilities.
• Complete performance appraisals for direct reports with input from Director.
• Develop staffing matrix and inform Director of deficits or surpluses.
• Monitor attendance, shift schedules and time cards for accuracy.
• Ensure patient access workflows align with compliance and reimbursement goals.

Skills

Revenue Cycle

Leadership

Customer Service

Education

Bachelor's Degree

Tools

EPIC

Job description

Overview

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Patient Access Manager is responsible for all managerial functions related to Patient Access Services, including, but not limited to Inpatient, Emergency Department, Outpatient Registration, Bed Planning, Concierge Program, and Insurance Verification and Point of Service Cash Collection of their assigned area/hospital(s) at Hackensack Meridian Health (HMH). Works closely with department supervisors and coordinators to ensure there are appropriate staffing levels at all times. Creates a positive five C's work atmosphere and fosters teamwork and cooperation by serving as a role model. Oversees the daily operations by ensuring workflows meet the organizational and Revenue Cycle Operational needs and proactively secures reimbursement and ensures quality customer service. Facilitates integrations with physician offices, and other hospital departments to support performance improvement and ensure accurate and timely reimbursement. Assists with training, coordination and implementation of new and/or updated departmental processes to ensure positive patient outcomes and maximum reimbursement. Must adhere to HMH Quality Standards to maintain a positive patient experience at all times. Responsible for facilitating integration with Physicians, Hospital Departments and Physician offices as it relates to the overall success of the Verification and Point of Service (POS) Collection process. Oversees Denial Management process to ensure a proactive approach to decrease overall Access related denials. Maintaining and enhancing the revenue generated for services provided, denial and bad debt prevention through the use of EPIC productivity and quality tools. Responsible for the day to day operation of the Inpatient Registration for the Johnson Rehabilitation facility and the Patient Financial Clearance for Shore Rehabilitation Institute.

Responsibilities

A day in the life of a Patient Access Manager at Hackensack Meridian Health includes:

• Oversees the daily activities of registration, point of service collection, and insurance verification to ensure compliance with Department standards.
• Educates all Patient Access/Concierge team members of any changes pertinent to job duties and responsibilities.
• Completes performance appraisals for all direct reports with input from the Director.
• Develops/reviews weekly staffing matrix and informs Director of projected staffing deficits/excesses and suggests alternate staffing strategies.
• Reviews Time and Attendance System and inputs the staff schedules within the appropriate time frame and updates team member time cards as needed.
• Assists with daily reviews of all inpatients, outpatient and ED registrations for quality assurance, quantity and timeliness of work.
• Manages team collaboration with customers using tools, trending and results analysis for process improvement.
• Supervises and assists with the orientation of new employees as well as `re-evaluate` existing employees and brings forth any concerns to the department director for follow up plan of action.
• Seeks ways to control costs without compromising patient safety, quality of care and service.
• Works closely and professionally with Nursing and Ancillary departments in an effort to maintain a team approach.
• Monitors closely the activities and functions in Bed Planning. Alerts appropriate parties of any issues and/or situations pertaining to the bed placement turnaround times.
• Reviews daily point of service cash collection for all applicable departments
• Provides oversight to the POS and Verification teams enhancing the current process and expanding to encompass all scheduled patients points of entry.
• Manages access operations to maximize revenue cash flow, ensures that the cashiering process at the facility follows identified protocol posting cash payments, providing change for multiple departments, armored car transactions and reconciliation at the end of the day.
• Resolves patient and employee conflicts with professionalism - taking corrective action in those situations requiring immediate intervention.
• Works flexible hours to oversee staff issues on the evening and weekends and is responsible for on-call coverage (alternating weekends with department Supervisors and Coordinator).
• Trains and educates new personnel for areas outside of Patient Access Services, as needed.
• Assists Director with policy updates.
• Stays current with all Access and Billing regulatory rules and processes.
• Oversee employee schedules that are maintained by the supervisors.
• Manages and/or assists in the recruitment, development and supervision of all team members. Establishes clear objectives tied to department and/or organizational strategic goals.
• Track, analyze and report on relevant data and metrics as needed and/or requested. Develop, recommend and/or implement actions or process improvements as appropriate.
• Involved in the development and/or management of budget for assigned areas. Regularly monitors key financial indicators and performance metrics, modifying business activities where needed in response to changing financial situations.
• Ensures all deadlines are met by the supervisors and coordinator.
• Handles team member grievances and complaints.
• Makes decisions in a timely manner and upholds all administrative decisions with a positive demeanor.
• Responsible for team building and team development.
• Ensures that supervisors and the coordinator adhere to all Departmental and Hospital Wide Policies.
• Ensures delivery of excellent customer service resulting in positive and improving patient satisfaction scores for the department and Medical Center.
• Fills in for the Director during absences if/when appropriate and applicable.
• Performs other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• Bachelor's Degree, or relevant and equivalent HMH experience.
• Minimum 5 years prior experience in Revenue Cycle Operations.
• Advanced knowledge of the health insurance industry, managed care issues, revenue cycle, and hospital IT systems. Prior registration, insurance verification and/or specifications experience.
• Customer Service Oriented.
• Excellent written and verbal communication skills.
• Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Advanced knowledge of various Revenue Cycle platforms, including those offered by EPIC.
• Excellent written and oral communication skills.
• Ability to multitask.
• Medical Terminology knowledge.
• Prior registration/insurance verification/specifications experience.
• Detail-oriented with attention to detail.
• Proficiency with Google and/or Microsoft applications.
• Excellent analytical and interpersonal skills.
• Bilingual.

Starting Minimum Rate

Minimum rate of $92,144.00 Annually

Job Posting Disclosure

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to: Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness. Experience: Years of relevant work experience. Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training. Skills: Demonstrated proficiency in relevant skills and competencies. Geographic Location: Cost of living and market rates for the specific location. Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization. Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered. Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.