Patient Access Manager

Description
Mission for Patient Access Manager
The Patient Access Manager ensures patients receive high quality, compassionate care at Lakewood by hiring, training, scheduling and supervising a highly effective Patient Access team.
Duties & Responsibilities
Supervise Patient Access Team:

• Develop staffing schedules and assure staffing needs are met.
• Interview and make hiring decisions to maintain adequate staffing in the department.
• Review and process time cards in an accurate and timely manner. Ensure proper work allocations. Approve overtime, education, leave of absence, other requests. Maintain accurate employee attendance files.
• Encourage and commend staff for excellent performance.
• Provide timely performance improvement feedback and coaching. Discipline staff when warranted.
• Conduct timely training assessments, and performance reviews.
• Respond to employee questions/concerns on an individual basis as needed.
• Conduct team meetings to apprise staff of changes, to address broader-based program area issues and initiatives, and to encourage open communication and collaboration.

Business Operations of the Patient Access Teams

• Ensure that patient experience and service standards are met/exceeded.
• Use reports and dashboards to monitor the daily productivity of the department and individuals.
• Monitor the accuracy, investigate errors and report on the data entry of demographic and insurance information obtained by staff for patient registration.
• Monitor accuracy of scheduling functions, provider templates and make recommendations on template changes to best utilize providers time, while ensuring patient satisfaction.
• Enforce established policies and procedures, including work rules, safety procedures, confidentiality standards, CMS standards and RHC standards.
• Monitor work queues and reports to ensure accurate and timely registration, scheduling and claims submission.
• Maintain a solid understanding and knowledge of payer requirements, registration and scheduling workflows, as well as referral requirements.
• Track common issues and provide training to staff to prevent the issue from reoccurring.
• Gather and analyze departmental and program specific productivity and quality of service statistics.
• Work collaboratively with Lakewood Health System customers: Patient Financial Services, Clinical Informatics and other departments on issues relating to patient registration, scheduling, patient flow, insurance verification, referrals and reimbursement issues.
• Serve as the knowledge expert and information source for staff on insurance, referral, and billing requirements.
• Request system enhancements as needed to facilitate accurate registration and scheduling.
• Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention from a higher authority.
• Participate in process improvement teams as assigned.
• Assist with application implementation, upgrades, enhancements, and usability testing.
• Assure equipment is in working order. Recommend the purchase of new equipment as required.
• Budget management for Patient Access department.

Training of Patient Access Teams

• Provide new employees with orientation to Lakewood Health Systems and the Patient Access departments.
• Develop and/or update training modules. Keep accurate records of personnel training schedules as well as training checklists.
• Train and delegate appropriate training responsibilities for new and current staff, monitor trainee progress and trainer effectiveness.
• Schedule and facilitate cross-training of employees.
• Observe and modify training schedules as needed to include new methodologies and concepts.
• Actively seek and schedule staff development opportunities, including those outside the department that would be beneficial for staff members to attend.
• Participate in your own training as agreed upon with your direct supervisor.

About the Patient Access Team
The Patient Access Representative is responsible for providing professional reception and scheduling services to patients, visitors and staff in a growing clinic setting. Applicants should have 5-star service standards, be detail orientated and able to multi-task and problem solve. This team works closely with patients, providers and clinic nursing staff to ensure a well-rounded care experience for patients. It is the first point of contact for patients and visitors, which makes this position an integral part of the care team. If you are looking to make a difference in patient care, grow your clinical experience and be a part of an extraordinary healthcare team, we encourage you to apply!
Position Type
Full-time
Qualifications
Qualifications

• Associate degree from an accredited college or university in business, healthcare administration or related major (relevant experience or significant progress towards Bachelor’s degree may be considered in lieu of degree).
• Minimum of three years experience in health care reception, scheduling, or revenue cycle position, or at least one year of related experience in a leadership role.

Ideal Candidate

• Has knowledge of insurance, third party payers, coordination of benefits, scheduling practices and provider template management.
• Demonstrates performance excellence and leadership
• Communicates well both verbally and in writing with a variety of audiences
• Well organized, prioritizing competing priorities to meet deadlines and solve problems
• Proficient in Microsoft Office suite
• Experienced with electronic health records (preferably Epic)
• Has strong relational and customer service skills

Benefits
Lakewood Health System is growing and looking for great people to join our mission of providing personalized, quality healthcare for a lifetime. At Lakewood, our people are our most valued asset!

• Generous Flex Time Off & Wellness Time Off
• 401K Match
• Annual tuition assistance of $2,000 per year
• Best-in-region employer HSA contributions
• New in 2024 - employer paid premiums for individual-only healthcare coverage!

With ample opportunities for growth within the system and support as you pursue your personal goals, it's safe to say that Lakewood Health System is a great place to launch or continue your career in healthcare!
Next Steps
Interested, but will the schedule work for you?
Have questions on organizational culture, team fit or day-to-day experience?
>>>Contact Craig Wolhowe to discuss the possibilities further:
Craig Wolhowe, VP of Clinics & Providers
P: 218-894-8600
E: craigwolhowe@lakewoodhealthsystem.com
Apply Online |Careers - Lakewood Health System
About Lakewood
Lakewood Health System is a comprehensive rural healthcare system in central Minnesota. Leading the way in providing quality, personalized healthcare for a lifetime, Lakewood prides itself on remaining fiercely independent to prioritize its patients, staff, and communities in all decisions. Voted as one of Star Tribune’s Top Workplaces for the third year in a row, we do rural healthcare differently at LHS by providing a solid foundation of family practice providers with access to best-in-class specialty services, all right here at Lakewood. Across the spectrum of life, Lakewood Health System provides compassionate, quality care for the Brainerd Lakes region and beyond.
Lakewood Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.