Manager, Patient Registration and Financial Counseling - Full Time
This position is responsible for leading and directing the daily operations of Patient Registration, Guest Service Relations and Financial Counseling staff, on-site county intake workers and Medicaid eligibility vendors.
The Manager is expected to motivate staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and financial performance. The position optimizes staff performance through process redesign, policy/procedure implementation, communications, continuing education and professional development activities, staff empowerment and outcome feedback.
Trains and supervises staff covering financial counseling, self-pay collections, patient registration, cash collection and reconciliation controls, and customer service. Coordinates work flow and activity with patients, insurance carriers, business associates and other departments. Develops and maintains key performance metrics of areas managed and provides reports routinely to patient registration and revenue cycle management. Identifies and solves problems and complaints from patients, visitors, and staff within scope of responsibility. Assists Director of Patient Access Services in the development and implementation of department objectives and programs. Maintains confidentiality standards in all dealings with patients and their protected health information. Performs technical duties of all supervised staff as necessary.
Supports the Mission of Trinity Health and Holy Cross Hospital.Job Description Details:
Minimum Licensure/Certification Required (if applicable):
Bachelor's degree in Healthcare or Business Administration, or a related field. or an equivalent combination of education and experience.
CPAT or CPAM preferred.
Minimum Knowledge, Skills, and Abilities Required:
Must possess a demonstrated knowledge of patient registration, Medicare/Medicaid and charity care processes, and point-of-service collections, as normally obtained through a Bachelor's degree in Healthcare or Business Administration, or a related field. or an equivalent combination of education and experience. Three (3) to five (5) years of relevant experience in functional areas of: Billing/Follow-up, Customer Service, Registration, Pre-Service/Financial Clearance, Financial Counseling, Case Management/Utilization Review, or other relevant experience with documented evidence of performance achievement.
Customer service background is preferred. Must be proficient in the use of Patient Registration/Patient Accounting systems and related software systems. Must be proficient in the use of Microsoft Office business software.
Maintains current knowledge of registration/intake/bed placement (as assigned), financial counseling, charity policy, Medicaid enrollment criteria, customer service, and point of service collections/processes/systems, regulatory and 3rd party payer issues and requirements. Must become familiar with local charity policy and payment options.
Demonstrated ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities.
Ability to communicate and work with patients, physicians, physician office personnel, associates, MO and senior leadership, multiple direct patient care providers, 3rd party payers and others in order to expedite the registration and financial application process. Dynamic communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers.
Fluency in English required and preferred in Spanish with a strong comprehension of English in order to proof and perform minor editing of routine office correspondence and forms.
Displays ongoing leadership in promoting positive attitudes and ensuring exceptional customer service. Capability and flexibility to develop skills needed as a change agent; Ability to form partnerships through consensus. Serves as a change agent, coach, mentor, team builder and facilitator.
Effective critical thinking, problem solving and decision making skills. Strong quantitative and analytical abilities to process and display data.
Flexible work style, tactful, poised, and patient. Ability to handle a high degree of pressure, heavy workloads, multiple requests, numerous interruptions, and short deadlines in a positive manner, establishing priorities for effective work completion. Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership.
Exhibits superior management skills that emphasize team-building and strong leadership with the ability to provide clear direction to the department, while also functioning as an individual contributor.
Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.Trinity Health's Commitment to Diversity and Inclusion
Trinity Health employs more than 120,000 colleagues at dozens of hospitals and hundreds of health centers in 21 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.