A Brief Overview
The Consumer Access Senior Manager, under direction of the Consumer Access Director and in coordination with the Division Executive Leader, plans, develops, organizes, directs, and manages all areas of registration, pre-certification, preregistration, benefits, rehabilitation, and concurrent authorization teams for inpatient and outpatient service lines. Directly supervises Consumer Access Management to mentor staff, manage budget and labor, and meet departmental goals. Analyzes processes and coordinates with Directors of various hospital departments and other service partners to develop policies and procedures mutually beneficial to all respective areas, while maintaining the integrity of the Consumer Access department. Represents the Consumer Access department in all communications. Actively participates in exemplary customer service and accepts responsibility in maintaining relationships that are equally respectful to all. This position may require occasional travel. Adheres to AdventHealth Compliance Plan and to all rules and regulations of all applicable local, state, and federal agencies and accrediting bodies. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.



What you will do

• Scope of Responsibility: • Plans, develops, organizes, directs, and manages all areas of the Consumer Access department, Guest Services, and other departments as identified by Division Executive Leadership to mentor staff, manage budget and labor, and meet departmental, system, and AHS goals. Responsible for high level performance and outcomes in assigned areas • Coordinates with Consumer Access Managers across system to proactively identify problems for expedited resolution. Creates synergies, maintains bidirectional communication, and acts as point of accountability between Consumer Access and clinical, administrative, and payer partners to ensure open communication and collaboration toward common goals • Participates in committees across functions and/or departments as needed. Collaborates with Patient Financial Services, Contract Management, Case Management, and other related departments to identify issues resulting in potential or actual denials. Holds leaders and staff accountable for errors and works with leadership to improve processes or move staff to facilitate resolution of issues • Assesses the work performance and productivity of teams under departments under span of control. Works with team leadership to identify areas of improvement • Works with Director to set and refine department SLAs • Accountable to all departments, service partners, and clinical offices for the performance of all departments under span of control and serves as the point of contact for any unresolved issues or those requiring service recovery measures Compliance/Regulatory Responsibility: • Adheres to HIPAA regulations by verifying pertinent information to determine caller or visitor authorization level before releasing account information Operating & Capital Budget/Financial Responsibility: • Meets monthly with Division Executive and System Leadership to review budget goals. Sets and manages staff levels that are to work within set labor standards and limiting use of overtime while providing necessary coverage. Regularly reviews monthly budget and volume reports. Ensures employee performance and attendance documentation is current and accurate
• Strategic Planning Responsibility: • Serves as a resource and educator regarding interdepartmental and payer questions. Consistently ensures team members understand the importance of clear and thorough assessments of patient benefits, authorizations, accurate patient portion estimates, and accurate demographic information, in order to maintain a close working relationship with clinical and business partners and provide patients with excellent service Performance Improvement Responsibility: • Focuses on process improvement strategies with special attention on interactions between all Division Consumer Access teams to ensure they produce an efficient and smooth process for working benefits, authorizations, and the preregistration of accounts with patients to reduce wait times at the campuses, improve up-front cash collections outcomes, and protect financial standing of the hospital • Reviews all collection reports available, communicates outcomes to team and leadership timely, and provides accurate statistical records and reports. Holds self and staff accountable for individual and team goals set by System Revenue Cycle and AdventHealth
• Community Relations Responsibility: • N/A
• Staffing/Labor/Supervisory Responsibility: • Identifies best ways to mentor individual team members to success. Reviews employee files and communicates written and verbal directions to employees with their managers to ensure well-informed status in performance of their job requirements as indicated. Evaluates disciplinary documentation and action plans developed by team leaders to ensure fair and consistent application of policies to all employees according to the guidelines established by Senior Manager, Director, and Human Resources department • Provides team members with tools and training needed to assist in meeting accuracy standard goals and minimizing department registration errors, rejections, and avoidable denials • Provides encouragement, identifies education opportunities, trains and motivates team members, and develops, maintains, and manages incentive programs • Strategizes with and mentors direct reports (Managers) on the day-to-day management of staff, focusing on employee engagement and the servant leader model • Performs other duties as assigned

Qualifications

• Bachelor's Degree Required
• Master's Degree in business, education, Health Services Administration, or related field Preferred
• 5 years exprience Required
• • Proficient in time management with superior prioritization skills • Self-motivator and quick thinker who is proactive and results-oriented • Ability to present with confidence and communicate processes and protocols clearly to high-level medical, business and administrative staff • Ability to be responsive to ever-changing matrix of hospital needs and act accordingly • Mature judgement in dealing with patients, physicians, and insurance representatives • Strong competence in Microsoft programs (Excel, PowerPoint, and Word) and familiarity with database programs • Ability to operate general office machines such as computer, fax machine, printer, and scanner • Ability to effectively learn and perform multiple tasks, and organize work in a systematic and efficient fashion • Ability to communicate professionally, both verbally and nonverbally, and utilizes effective listening and questioning techniques • Ability to manage diverse personalities • Ability to follow complex instructions and procedures, with a close attention to detail • Adheres to government guidelines such as CMS, EMTALA, and HIPAA and AdventHealth corporate policies • Exceptional customer service skills • Advanced understanding of insurance knowledge and benefits • Advanced understanding of hospital electronic medical report (EMR) system • Basic medical terminology • Understanding of HIPAA privacy rules and adroit ability to use discretion when discussing employee/patient related information that is confidential in nature • Skilled to mentor and coach leadership for optimal success • Must be able to read, write, and speak conversational English
• • Intermediate medical terminology • Bilingual – English/Spanish
• • National Association of Healthcare Access Management (NAHAM) Required
• • Certified Healthcare Access Manager (CHAM) Required

Logo

About AdventHealth

At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.

Connections working at AdventHealth