Director of Patient Access Registration

The Opportunity

The Director provides leadership, efficient, effective oversight of PSC Registration activities and teams. In partnership with key stakeholders, the PSC Registration Director plans and contributes to enterprise registration strategy, and continuously works to improve people, process, and technology across the function. The Director leads all aspects of the management of patient demographic collection and verification, insurance validation & verification, and work queue management functions within the PSC purview. Through their leadership and oversight, the PSC Registration Director will work to ensure that patients receive a smooth and efficient registration experience while collecting accurate demographic and insurance information while facilitating the necessary administrative procedures to ensure a clean claim with complete data. Provides insight and incorporates denials prevention and payer requirements into workflow to minimize revenue leakage. Works closely with stakeholders and entity Patient Access leaders to improve registration workflows, and to standardize the approach to registration across the system.

Principal Duties and Responsibilities:

Leadership Impact & Problem Solving

• Active contributor to the strategic direction for Registration and collaborates with hospital Patient Access leaders, ambulatory operations/practice leads, direct reports, on/offshore vendors, and functional leaders to drive alignment.
• Participates at a national and local level as a SME (Subject Matter Expert). Communicates relevant changes in performance, market trends, health care delivery systems, and legislative initiatives impacting execution of team goals to team(s).
• Aligns PSC Registration deployment with Mass General Brigham's enterprise strategy, standardizing processes across all enterprise facilities considering both HB (Hospital Billing) and PB (Professional Billing) billing rules.
• Drives focus, efficiency, and role clarity across teams focused on registration, patient satisfaction, work queues and call-center activities.
• Foresees and mitigates any significant risks in Registration (Ex. Registration delays, work queue backlog, Medicaid conversions).
• Analyzes trends and root causes and solves complex operational issues (i.e., raised customer calls, identifies optimizations).
• Develops strategy for integration with Facility registration activities, and monitors execution; influences stakeholders broadly within and outside of the enterprise

Financial Performance

• Actively leads, monitors and drives financial planning strategies to support a cost-effective Registration Program.

Operational Performance

• Monitors and manages productivity relative to teamwork queues to minimize registration related denials, DNFB and Claim errors.
• Develops and implements efficient and effective operational policies, standard processes, and technologies.
• Manages practice of PSC Registration teams, including identification and monitoring of team success metrics and activities related to Registration.
• Facilitates projects and conversations with outside health care organizations to share and develop standard processes.
• Recommends and engages with third party vendors where reason for performance exists.
• Oversees staff volume management, flexing resources across facility-based work queues based on volume demands.

Key Interactions

• Patient Access and Experience Team | Collaborate closely with department L1 leader, to help shape PA&E strategy development.
• Ambulatory Operations Management| Partners with Ambulatory Ops to ensure seamless patient experience.
• Payer Services Team | Assist Payer Services with identified / raised accounts to support resolution.
• Facility Patient Access Directors| Communicate approach to and coordinate oversight of efficient, comprehensive patient financial information capture and processing for effective Registration across the Enterprise.
• Denials Prevention Team | Align on and review denial prevention outcomes and strategies.

Decision Rights

Accountable

• Develop PSC Registration Strategies & Approach.

Responsible

• Work collaboratively with Patient Access leaders across the system to standardize registration procedures, metrics and policies.
• Identify and Monitor Patient Access & Experience Key Performance Indicators (within Registration Team).
• Prioritize Patient Access & Experience Resources (within Registration Team).
• Design Patient Access & Experience Strategy (within Registration Team).

Consulted

• Define Patient Access & Experience Goals.
• Define Policies and Practices for the Patient Access & Experience Team.
• Develop Revenue Cycle Operational Budgets.

Informed

• Develop Enterprise-Wide Revenue Cycle Strategy.

Other duties and responsibilities as assigned.

Qualifications

Qualifications:

Education

• Bachelor's degree preferred with discipline in Healthcare Administration, Management, Finance, Business Administration, or related field.

Work Experience

• Minimum of 5 years prior relevant healthcare experience, registration and/or managed care referral experience required.
• Minimum of 3-5 years in leading people.

Skills/Abilities/Competencies:

• Demonstrates competency and leadership experience in a large, complex organization with multiple locations.
• Strong operational management and process/technology optimization skills.
• Drives DE&I (Diversity, Equity, & Inclusion) and recognizes the value that different perspectives and cultures bring to an organization.
• Excellent personnel management and organizational management skills - including written and oral communication, relationship management, customer service, and organization.
• Comprehensive knowledge of patient registration contractual terms and requirements, health insurance practices, and industry standards.
• Familiarity with various call center technologies, including but limited to; workforce management, ACD call routing and reporting and quality monitoring.
• Communicate and operate effectively within and between system functions.
• Undertake an enterprise-wide perspective with respect to their role.
• Manage upwards, elevating key risks and opportunity areas to Patient Access & Experience.
• Build consensus and lead change within a large matrix organization with multiple stakeholder groups.
• Exercise judgement in dealing with sensitive, confidential information.

Supervisory Responsibilities:

• Direct Reports | Approximately 5

Fiscal Responsibility:

• Informed on development of RC Operational Budgets (for PA&E Team).
• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position is Remote but with the expectation that leaders will be asked to come into the office, on average, once per quarter for up to 4 business days (travel will be reimbursed per MGB policy).
• This position is a full time, day shift, M-F position, though there may be after-hours on-call responsibilities outside of these hours.
• Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.
• Normal office working conditions. The noise level in the work environment is quiet to moderate.
• While performing the duties of this job, the employee is frequently required to sit, talk, or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision and depth perception.

EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.