Description

Work where every moment matters.

Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network.

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Position Summary:

The Regional Patient Access Registration Manager will oversee all business operations related to all designated patient registration access points within all of the in scope acute hospital sites and affiliated hospital outpatient departments. Overview of the business operations include all front-end processes to include accurate patient and payor identification otherwise known as Essential Data Capture (EDC), insurance verification, patient financial liability and copayment collections where appropriate. The role will require collaboration with clinical and non-clinical teams, along with regional operational leaders to ensure an accurate patient focused experience. The position also oversees processes to aid in proper reimbursement and manage administrative denials such as internal audits, and dashboard analytics in order to meet established departmental and organizational metrics, and maximize reimbursement. The Regional Patient Access Manager is responsible for ensuring that the leadership team under their direction provides training and development of assigned staff in their respective job roles is being done on an ongoing basis, along with ensuring that departmental standard work within Patient Access is consistent across all intake registration areas. Additionally the role requires that all internal compliance and regulatory audits are completed within established timeframes, and implementation of other departmental and organization strategic initiatives are carried out through to completion as designed.

Position Responsibilities:

Key Areas of Responsibility

Patient Access Services

• Ability to manage and coordinate the activities of leadership team and ensure a high level of performance
• Excellent customer service skills
• Ensure all front end registration intake processes are maintained in accordance with all regulations and guidelines for all patient access entry points
• Responsible for completing Annual Performance Reviews (APRs) for all assigned direct reports
• Oversees all administrative actions in collaboration with Human Resources and Talent Acquisition.
• Ensure adequate staffing is maintained in all assigned areas within the specified budgetary guidelines
• Monitors all associated metrics and develops mitigation strategies for deficient areas along with performance improvement plans to improve staff performance.
• Knowledgeable of current industry standards and benchmarks, and is responsible for the integration of best practice processes
• Reviews and maintains standard work for registration intake for consistency, and established metrics across all in scope areas
• Maintains annual operating budget, ensuring that assigned areas are managed within established guidelines
• Collaborates with Revenue Cycle and Regional leadership teams to ensure all registration intake areas support all regional and organizational strategic initiatives.
• Meets established individual performance, department goals, and organizational goals

Develop, Mentor, and Coach

• Provide growth opportunities to align with established career paths within the organization
• Identify and recognize the potential of others to provide developmental opportunities for leadership
• Manage training and development for subordinate leadership team

Perform other duties as assigned.

• Performs other duties as assigned in the department and at organizational level.

Working Relationships

This Job Reports To: Patient Access Director Acute & Non-Acute Registration

Job Title(s) of HHC positions reporting to this Job: Patient Access Supervisors

Number-Direct Reports: 2-3

Number- Indirect Reports: 60-75

Qualifications

Requirements and Specifications:

Education

• Minimum: Bachelor's degree or equivalent of 7 year Patient Access experience
• Preferred: Bachelor's Degree

Experience

• Minimum: 5 years of related Supervisory or Managerial experience with direct Excellent customer service skills
• Preferred:
  • Functioning in a fast-paced environment
  • EPIC demonstrated knowledge and or proficiency
  • Demonstrated proficiency in change management with the ability to effectively lead others
  • Excellent customer service skills

Licensure, Certification, Registration

• Preferred: CHAM or CHAMP desired

Language Skills

• Excellent verbal and written communication skills

Knowledge, Skills and Ability Requirements

• Familiarity with Joint Commission and other regulatory guidelines
• Creates and maintains a high-quality, fast-paced work environment that genuinely inspires team members to perform at their highest level
• Able to multi-task and adapt to change
• Excellent customer service skills
• Strong problem solving skills and the ability to make decisions independently
• Excellent organizational skills
• Knowledge of insurance payor verification and reimbursement guidelines

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge - helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.