Senior Director Patient Access Services Multisite

General Summary of Position
Directly responsible for all registration points in the Hospitals (Medstar Good Samaritan, MedStar Franklin Square, MedStar Harbor Hospital and Medstar Union Memorial), including but not limited to; Same Day Surgery, ancillary areas, offsite facilities that support regulated patients, hospital clinics, and Emergency Room. Directly responsible for patient flow and aids inpatient placement and assignment of physician coverage. In collaboration with Corporate Professional Services, actively involved in the strategic planning and development of all Patient Access operations regardless of reporting relationships. Provides operational analysis at the facilities and assists with the implementation and adaptation of techniques, processes, and procedures to improve workflow. Determines best practices, writes processes and procedures, provides training, and coordinates implementation of these items. Assists with problem resolution, monitors operations, and assists with the implementation and monitoring of computer programs used in the Patient Access areas. Maintains a professional and courteous behavior to ensure positive image within the community served and to promote the highest standards in customer service. Directs and coordinates Access staff in an effort to reduce bad debt by supporting up-front cash collection in all areas of Access. Monitors and evaluates denials received and addresses deficiencies that allowed denial to occur, if applicable. Educates staff with the knowledge and tools needed to recognize details needed to allow for a clean bill and smooth financial reimbursement to the hospitals. Establishes quality assurance, monitors and maintains a level of less than 2% error rate for a clean bill. Facilitates and oversees the hospital-based insurance verifications personnel to ensure the securing of insurance authorizations and monitors screening of capitated services.\rAdditionally, this leader seeks to identify and implement new and emerging strategies to increase efficiency, improve processes, and enhance the patient experience. As part of achieving these goals, the Director Patient Access Services identifies opportunities to work with leaders in other areas-including corporate compliance, clinical services, case management, and the businesses office to ensure regulatory compliance, increase care coordination and improve process efficiency between departments and entities. \r\r
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Primary Duties and Responsibilities

Develops department goals, objectives, policies, and procedures. Ensures compliance with business unit policies and procedures and governmental and accreditation regulations.

Develops and recommends department operating budget and manages resources according to approved budget.

Selects, trains, orients, and assigns department staff. Develops standards of performance, evaluates performance, and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs, provide feedback, discuss new developments, and exchange information.

Acts as liaison and communicator to other departments, lending support and expertise as required. Gives feedback into areas that impact hospital reimbursement (negative and positive). Registration areas not reporting to the Director are included in a monthly meeting and electronic communication as needed. Embraces and builds on joint relationship with Nursing in patient placement/bed control.

Analyzes related systems (Finance, Clinical, Registration, Health Information Management, federal and regulatory programs) to maintain technical and service quality standards and implement improvements. Ensures the practices relating to the acquisition of information are in accordance with hospital policies/procedures and comply with State and Federal regulations.

Defines, investigates and resolves operational problems. Facilitates continuous improvement and directs the implementation of best practices. Is actively involved in strategic development of Patient Access.

Develops and coordinates functions in assigned areas to ensure efficiency of operation; provides guidance to and encourages the development of subordinates; promotes the establishment of good working conditions and relationships among personnel. Provides staff with the day-to-day tools needed to perform their jobs. Provides education and training as needed. Establishes a quality monitor with an expectation of less than 2% error rate for billing.

Develops and implements programs, policies, procedures, goals, and objectives. Provides operational analysis at the facilities and assists with the implementation and adaptation of techniques, processes and procedures to improve work flows in the Access departments.

Oversees the determination of staffing needs and assignment of personnel accordingly. Demonstrates fiscal stewardship through economical utilization of personnel. Ensures that all staff is current in annual safety requirements. Hires, disciplines, coaches, evaluates, and terminates associates (or oversees this process).

Prepares annual department budgets. Reviews and monitors monthly for variances to insure department(s) operates within budget. Accountable for operational and fiscal management. Is able to balance and control needs and expenditures, and input financial controls when needed.

Works in partnership with Patient Financial Services, Health Information Management, Utilization Review, Information Systems, and other ancillaries to increase upfront cash collections and reduce bad debt. Adheres to MedStar Health's Financial Assistance policy. Looks for opportunities to increase hospital revenue.

Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.

Participates in meetings and on committees and represents the department and business unit in community outreach efforts.

Participates in multidisciplinary quality and service improvement teams and maintains effective working relationships with other departments.

Performs other duties as assigned.

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Minimum Qualifications
Education

• Bachelor's degree Accounting, Finance, Business Administration or related field preferred.

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Experience

• 8-10 years healthcare management experience required
• 5-7 years' experience in Hospital Management, Finance and systems; progressive supervisory/management experience with extensive exposure to admitting front-line processes; extensive knowledge of patient access operations in an acute care hospital setting required.

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Knowledge, Skills, and Abilities

• Knowledge of Medicare and other governmental requirements applicable to Patient Access processes. Working knowledge of word processing and spreadsheet software applications. Proven record of identifying process improvement opportunities. Verbal and written communication skills.
• Technical Expertise - understanding of healthcare including knowledge of healthcare terms and accounts receivable processes.
• Strategic Analysis - Analytical Review skills and ability to make decisions based on analysis.
• Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services.
• Tactical execution - oversees the development, deployment and direction of complex programs and processes.
• Financial management - applies tools and processes to successfully manage budget.
• Project Management - assesses work activities and allocates resources appropriately.
• Organization - proactively prioritizes needs and effectively manages resources.
• Communication - communicates clearly and concisely, verbally and in writing.
• Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
• Interpersonal skills - able to work effectively with other employees, patients and external parties.
• Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems.
• Basic Skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, respond timely, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly.
• Knowledge of Medicare and other governmental requirements applicable to Patient Access processes. Working knowledge of word processing and spreadsheet software applications. Proven record of identifying process improvement opportunities. Verbal and written communication skills.
• Technical Expertise - understanding of healthcare including knowledge of healthcare terms and accounts receivable processes.
• Strategic Analysis - Analytical Review skills and ability to make decisions based on analysis.
• Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services.
• Tactical execution - oversees the development, deployment and direction of complex programs and processes.
• Financial management - applies tools and processes to successfully manage budget.
• Project Management
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  This position has a hiring range of $111,779 - $201,427
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