Dir Patient Access Services
Wellstar Health Systems

Dir Patient Access Services Douglas Hospital • Douglasville, Georgia • Day Shift • Full Time • JR-9840

Facility: Douglas Hospital

Job Summary:
The Patient Access Services Director position reports directly to the Executive Director, Patient Access Services (ED, PAS), or the Assistant Vice President of Patient Access Services (AVP, PAS). This position has a dotted line reporting to the Hospital CFO, AVP or VP Finance. The role is typically Hospital, or HOD Based however may be assigned an administrative location such as the Wellstar Administrative Building. The PAD is responsible for the daily operations of all PAS related functions and serves as the liaison between WellStar Enterprise Support (WES) and the facility. The Patient Access Director integrates the department's services with the hospital's primary functions, develops and implements policies and procedures that guide or support service, assesses and improves department performance, and ensures orientation and continuing education of departmental staff. As the facility-based leader, this person may recommend resources/space needed by the department and may participate in the selection of outside services. The Director interprets policies and procedures, recommends changes as appropriate, and provides relevant feedback to WES leadership. They serve as a key promoter of WellStar Health System, which strives to meet and exceed the needs of its customers. Impact of this role in the organization: This role interacts extensively with physicians, the Patient Financial Services department, Social Work, Care Coordination Directors, Hospitals Administration and other internal departments and disciplines. Interfaces with external entities such as third-party payers, regulatory agencies, other health care institutions, vendors, patients and families will also occur on a regular basis. In each of interaction, the Patient Access Director must facilitate a collaborative patient access team that provides user-friendly services to patients, payers, physicians and other health care professionals. Builds relationships with (matrix) departments that set and achieve shared outcomes. Constantly seek opportunities to link and coordinate with internal WellStar Health Systems departments, services and staff to streamline the flow of patients into the system and be accountable to ensure all assigned access points operate in an efficient, compliant and high-quality manner ensuring WellStar Health System optimizes our patient's experience and captures reliable and accurate information in advance of and throughout the continuum of services received by patients. This is a Leadership Job
Core Responsibilities and Essential Functions:
- Results-Oriented Leadership of Assigned Patient Access Service Area(s) a)Oversee assigned facility operations of Patient Access functions (e.g. pre-registration, benefit verification, pre-authorization, admission/registration, service pre-payment, etc.) to ensure daily operations are maintained according to the expectations and standards while in a manner compliant with regulatory requirements, Facility specific requirements and WellStar Health System Policies and Procedures. b)Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations. c)Implement and promote excellent customer service d)Serve as the primary liaison between the WES and the Facility e)Maintain and promote good customer relations with facility-based leadership, physicians and physician office staff. f)Review Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined by WES. g)Inform the Executive Director and/or AVP of PAS and any key stakeholders of any significant issues in the Patient Access area (e.g., Pre- registration delays, pre-authorization backlogs, etc.) h)Perform other duties as assigned - Leadership of Daily Operations of Assigned Patient Access Service Area(s): a)Stay abreast of regulatory requirements and company compliance policies, ensuring timely staff education Inform staff of relevant changes and developments in payer requirements. b)Ensure quality review measurements are in place and performed in accordance with policy or need based guidance. c)Facilitate implementation and monitoring of standard master files, processes, reporting and education programs. d)Follow Functional Standard Guidelines and Best Practice Suggestions. e)Oversee management of Patient Access personnel, providing recommendations for hiring, promotion, salary adjustment and personnel action where appropriate, f)Develop specific objectives, budgets, and performance standards for each area of responsibility, g)Identify and implement process improvements to lower costs and improve services to facility customers. h)Perform rounding to ensure staff are following Patient Experience Expectations i)Develop goals and objectives for the Patient Access Services department, consistent with internal and external benchmarks, in support of WellStar Health System policy and goals, including quality outcomes and consistent application of standards and performance measures for all registration related functions performed by WellStar Health System departments j)Maintain and review written policies, initiates change in or develop new policies, procedures and/or methods as needed to meet department and institutional objectives. k)Work closely with the WellStar Connect team on the design and implementation of processes, procedures and programs to streamline workflow, improve staff productivity and enhance quality of data collection, while maximizing clinical and financial outcomes, patient satisfaction, physician satisfaction. l)Engages staff in the development, monitoring and achievement of department goals and ensures the effective operations of the Patient Access Services department through program development, process improvement and coordination/integration of processes with other departments. m)Facilitates intra-department coordination, standardization and outcome targets for key access processes including: scheduling, data collection, insurance verification, authorization, registration, patient estimation of service and financial liability, admitting and bed control (Note: bed control is applicable where the activity is a function of the facility specific PAS department responsibility only). n)Coordinates with outpatient clinics and ancillary services, physician practices, referral hospitals, community and public agencies, and WellStar Health Systems bed control staff to streamline patient access procedures. o)Works with executive leadership, clinical directors, and physicians to identify capacity issues that create barriers to patient flow into the WellStar Health System p)Is knowledgeable and proficient in the administration and departmental compliance of State and Federal rules and regulations for assigned areas, and ensures that staff are properly trained and knowledgeable of these rules and regulations and that they carry out their duties with compliance to these rules and regulations, such as the Advanced Beneficiary Notification (ABN), Medicare as a Secondary Payer (MSP), Advanced Directives, Patient Bill of Rights, patient privacy, medical necessity, observation status and other regulatory guidelines. q)Responsibility for compliance and performance of management related HR functions for the department which includes interviewing, hiring and orienting staff in collaboration with managers. Responsible for team building across departments. r)Responsibility for compliance and performance of management completion of performance evaluations in a timely manner. s)Accountable for time keeping for teams and for responsible for managing schedules/time and attendance. t)Responsibility for the performance of management related functions such as meetings with direct reports and supporting individual developmental goals. u)Implementing new or revised programs of the department, Facility or WES. v)Ensure the effective Patient Intake (Including but not limited to: Patient Scheduling, Medical Necessity Review, and Medical Orders Management) w)Where assigned, ensure Pre-Service Screening is being performed on all patients (Pre-Registration, Insurance Eligibility / Benefit Verification, Pre-Certification / Authorization, Patient Liability Estimation, Pre-Service Collections and Financial Counseling Referral) Budget/Financial- Responsible for assisting in the development and monitoring of the facility PAS budgets and in the financial contribution of all supervised departments. a) Develops and monitors the departmental budget. Ensures monthly variance reports are accurate and thorough. b) Responsible for monitoring and maintaining collections at time of service at acceptable levels. c) Collaborates effectively with other department Leaders to maximize cash flow and minimize wait times. d) Conducts focus initiatives on or around productivity, streamlining operations and reducing error rates. e) Manages resources and supplies efficiently in order to administer cost effective services. f) Resolves errors and applicable Claim, DNB and Patient Work Queues. g) Recommends sufficient number of qualified/competent staff. h) Actively seeks ways to control costs without compromising patient safety, quality of care of the services delivered. i) PAS Revenue Optimization includes specific actions that are related to: POS Collections Improvement, Disputed Claims Reduction, Pre-Bill Holds / DNFB / CFB Reduction; Payer - Provider Collaboration; Compliance Integrity; and Vendor Relations. j) Physician Liaison when necessary (Related to Patient Scheduling, Financial Clearance and Denial Management activities) k) Provides facility level oversight for improvement programs and initiatives: to ensure clinical and patient experience compliance, drives increase in POS collections, reduction in DNFB, reduction in mail returns, reduction in avoidable write-offs, increase in financial clearance rates, and other initiatives designed to improve financial and customer services outcomes. - Leads the planning, organizing, prioritizing and management of Patient Access Service operations: a) Participate and/or present in pertinent facility meetings/committees. b) Determines staff qualifications and competence. Develops and maintains accurate initial and annual competency checklists, and initiates completion of initial and annual competency attestation forms. c) Attends in-service presentations, and complete mandatory education including, but not limited to, infection control, patient safety, quality improvements, MSDS and OSHA Standards. d) Demonstrates knowledge of occurrence reporting system and utilizes system to report potential patient safety issues. e) Understands and can communicate the functions and purpose of all Revenue Cycle division. f) Monitors and ensures maintenance of accounts, DNB/Denials, claim, patient, and other related Work-Queues that impact the Revenue Cycle. g) Coordinates monthly Denial resolution for respective facility. h) Ensures quality and drives resolution of safety initiatives which impact the overall health of WellStar Health System. i) Monitors processes to adhere to any regulatory requirements set by state, federal and/or governing bodies. j) Collaborates with Revenue Cycle Leaders to develop and implement goals, objectives and Action Plans for the department. k) Represents the department at various WHS meetings and functions. l) Participates in special projects. Assumes accountability. m) Responsible for the ongoing management of daily operational functions of the department. n) Coordinates and completes the overseeing employee performance reviews and annual evaluations. o) Works closely with management team in the hiring, counseling, dismissals, promotions and transfer of employees. p) Mentors and coaches the team in order to promote effective and productive leadership within the department and culture of accountability. q) Monitors performance management that counseling is consistently given for noncompliance with WellStar Health System policies and procedures. r) Maintains Management files. s) Ensures appropriate participation and management of area and department involvement in performance improvement projects. t) Analyzes results of PI projects and implements changes for improvement. u) Collaborates with direct reports to implement and complete appropriate PI projects in support of WellStar Health System vision and mission. v) Facilitates intra-department coordination, standardization and outcome targets for key access processes including scheduling, data collection, insurance verification, authorization and registration. w) Coordinates with outpatient clinics and ancillary services, physician practices, referral hospitals, community and public agencies, and WellStar Health System departments to streamline patient access procedures. x) Respects and maintains the privacy of patient's personal/protected health information. y) Adheres to and educates staff about the importance of HIPAA and patients personal health information.
Job Titles Reporting to this Job:
Patient Access Services Manager Indirect Reports may include any of the following: Patient Access Services Supervisor, QA Analyst, QA Project Coordinator, Team Lead, Financial Counselor, Schedistrar I, Prior-Authorization Specialist III, Work-Queue Specialist III, Insurance Verification Specialist II, Pre-Registration Specialist II, PAS Specialist I and II, Scheduler, and PAS Admission Notification Specialist.
Trust/Engagement:
Builds a culture of trust and engagement as reflected in the Great Place to Work Trust Index Survey at a direct report, workgroup and hospital/entity level. Holds leaders accountable for behaviors that create trust and engagement. Performs all duties and responsibilities of this position in a manner that reflects the values of WellStar. Maintains and strengthens relationships with physicians and assures their involvement in developing systems to assure the growth of the service and the cost effective delivery of quality patient care in a manner that fosters patient and employee satisfaction.
Results Oriented Leadership:
Sets challenging and productive goals for team. Holds team accountable for actions while providing leadership and motivation. Provides resources and support, Uses checkpoints and data to track progress, setting up system and processes to measure results.
Collaboration and Partnership:

Required Minimum Education:
Bachelor's Degree Required Master's Degree Preferred
Required Minimum License(s) and Certification(s):
Cert Healthcare Access Mgr 1.00 Required Cert Healthcare Financial Prof 1.00 Required Certified Revenue Cycle Rep 1.00 Required
Additional Licenses and Certifications:

Required Minimum Experience:
Minimum 7 years experience in managing hospital admissions, business office or related area. Proven performance improvement and change management experience. Required Minimum 5 years of management experience Required
Required Minimum Skills:
Strong interpersonal, analytical, problem solving and writing skills, with a "take charge" attitude. Must be comfortable interacting with department directors and administrators and able to perform a wide variety of tasks that require independent judgement, ingenuity, and initiative. Effective communication skills (both written and verbal), attention to detail, self-directed and a positive attitude High Effective problem solving and critical thinking skills. Working knowledge of patient registration systems High proficiency with Microsoft Office Suite High Epic experience preferred