Access Services Manager

6 days ago

Round Rock, United States Baylor Scott White Health Full time
Job Summary

The Manager of Access Services is responsible 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.

Key Responsibilities
  • Manage the operations of a specified subset of Access Services, overseeing departmental operations, work-flows, and ensuring adequate staffing at all times.
  • Supervise, directly or indirectly, all employees assigned, and act as a resource for assigned employees and other staff within and outside of the department.
  • Develop and implement performance standards appropriate for the subset of Access Services activities that address quality, productivity, and customer service.
  • Assure appropriate training and continuing education for all staff, identifying areas of development for employees and working with employees to provide help in professional growth and succession planning.
  • Perform account research to assist with system-level initiatives or requests, such as customer complaints, incorrect estimates, and administrative write-offs.
  • Monitor financial performance of the department, 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.
  • Reinforce, administer, and handle escalation requests for complex system and Revenue Cycle policies, such as Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.
  • Coordinate applicant interviews, hiring, disciplinary actions, and performance reviews.
  • Serve as a functional team member representing Access Services and Revenue Cycle Operations, and serve on designated committees, workgroups, and meetings as directed.
Requirements
  • Requires professional knowledge of general insurance terminology, including governmental and commercial payers.
  • Excellent written and verbal communication skills.
  • Proven ability to problem-solve and 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, including 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, with excellent computer skills and proficiency in all Microsoft Office products (Excel, Word, PowerPoint).
  • Works autonomously and is a self-starter.
  • Ability to maintain patient confidentiality in accordance with HIPAA 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.

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