JOB SUMMARY

The Manager of Access Services is accountable for ensuring the efficient operations and customer service quality for the Access Services unit within the department. This position serves as a resource to access and non-access staff with regard to revenue cycle operations.

ESSENTIAL FUNCTIONS OF THE ROLE

• Manages the operations of a specified subset of Access Services; accountable for overseeing departmental operations, work-flows and ensuring adequate staffing at all times. Accountable for patient, guest and departmental satisfaction. Acts as a mentor and role model to staff by demonstrating the organization's mission, vision and values.

• Supervises, directly or indirectly, all employees assigned, and acts as a resource for assigned employees and other staff within and outside of the department. Addresses performance, productivity and behavioral related issues with staff, and provides action and results to the Director.

• Develops and implements performance standards appropriate for the subset of Access Services activities that address quality, productivity and customer service.

• Assures appropriate training and continuing education for all staff. Identifies areas of development for employees and works with employees to provide help in professional growth and succession planning.

• Performs account research to assist with system level initiatives or requests (e.g., customer complaints, incorrect estimates, administrative write-offs.)

• Monitors financial performance of the department by ensuring financial conversations and attempts to collect are made and that budget targets are met or exceeded by monitoring overtime and flexing staff to department volumes.

• Reinforces, administers, and handles escalation requests for complex system and Revenue Cycle policies (e.g., Cash Handling, Financial Assistance, Point of Service, Out of Netowrk, Limited Plan, Outpatient Valid Orders)

• Coordinates applicant interviews, hiring, disciplinary actions and performance reviews.

• Serves as a functional team member representing Access Services and Revenue Cycle Operations, and serves on designated committees, workgroups, and meetings as directed. Helps facility and Revenue Cycle leadership in the absence of the Director. Serves as a first point of contact in the event of a disaster, facility or revenue cycle emergency.

• Maintains current knowledge of industry standards affecting areas of responsibility including federal and state regulations, compliance, and complex payer requirements.

KEY SUCCESS FACTORS

• Requires professional knowledge of general insurance terminology to include, but not limited to, governmental and commercial payers.

• Excellent written and verbal communication skills.

• Proven ability to problem-solve, perform critical thinking.

• Requires excellent listening and communication skills, and professional telephone etiquette.

• Ability to maintain a professional demeanor in a highly stressful and emotional environment, to include crime, behavioral health and suffering patients in addition to life or death situations.

• Must be able to exhibit a high level of empathy with the ability to effectively communicate with patients and family members during traumatic events, while demonstrating exceptional customer service skills.

• Requires personal accountability and ability to hold others accountable.

• Proficient typing and keyboarding skills. Excellent computer skills and proficiency in all Microsoft Office products (Excel, Word, PowerPoint).

• Works Autonomously and self-starter.

• Ability to maintain patient confidentiality in accordance with HIPPA guidelines.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

• EXPERIENCE - 2 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.