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Director of Patient Access Registration
2 months ago
Description
The Opportunity
The Director provides leadership, efficient, effective oversight of PSC Registration activities and teams. In partnership with key stakeholders, the PSC Registration Director plans and contributes to enterprise registration strategy, and continuously works to improve people, process, and technology across the function. The Director leads all aspects of the management of patient demographic collection and verification, insurance validation & verification, and work queue management functions within the PSC purview. Through their leadership and oversight, the PSC Registration Director will work to ensure that patients receive a smooth and efficient registration experience while collecting accurate demographic and insurance information while facilitating the necessary administrative procedures to ensure a clean claim with complete data. Provides insight and incorporates denials prevention and payer requirements into workflow to minimize revenue leakage.Works closely with stakeholders and entity Patient Access leaders to improve registration workflows, and to standardize the approach to registration across the system.
Principal Duties and Responsibilities :
Leadership Impact & Problem Solving
Active contributor to the strategic direction for Registration and collaborates with hospital Patient Access leaders, ambulatory operations/practice leads, direct reports, on/offshore vendors, and functional leaders to drive alignment. Participates at a national and local level as a SME (Subject Matter Expert). Communicates relevant changes in performance, market trends, health care delivery systems, and legislative initiatives impacting execution of team goals to team(s). Aligns PSC Registration deployment with Mass General Brigham’s enterprise strategy, standardizing processes across all enterprise facilities considering both HB (Hospital Billing) and PB (Professional Billing) billing rules. Drives focus, efficiency, and role clarity across teams focused on registration, patient satisfaction, work queues and call-center activities. Foresees and mitigates any significant risks in Registration (Ex. Registration delays, work queue backlog, Medicaid conversions). Analyzes trends and root causes and solves complex operational issues (i.e., raised customer calls, identifies optimizations). Develops strategy for integration with Facility registration activities, and monitors execution; influences stakeholders broadly within and outside of the enterprise Financial Performance
Operational Performance
Key Interactions
Decision Rights
Accountable
Responsible
Work collaboratively with Patient Access leaders across the system to standardize registration procedures, metrics and policies. Identify and Monitor Patient Access & Experience Key Performance Indicators (within Registration Team). Prioritize Patient Access & Experience Resources (within Registration Team). Design Patient Access & Experience Strategy (within Registration Team).Consulted
Define Patient Access & Experience Goals. Define Policies and Practices for the Patient Access & Experience Team. Develop Revenue Cycle Operational Budgets. Informed
Other duties and responsibilities as assigned.
Qualifications
Qualifications :
Education
Work Experience
Skills/Abilities/Competencies:
Demonstrates competency and leadership experience in a large, complex organization with multiple locations. Strong operational management and process/technology optimization skills. Drives DE&I (Diversity, Equity, & Inclusion) and recognizes the value that different perspectives and cultures bring to an organization. Excellent personnel management and organizational management skills – including written and oral communication, relationship management, customer service, and organization. Comprehensive knowledge of patient registration contractual terms and requirements, health insurance practices, and industry standards. Familiarity with various call center technologies, including but limited to; workforce management, ACD call routing and reporting and quality monitoring. Communicate and operate effectively within and between system functions. Undertake an enterprise-wide perspective with respect to their role. Manage upwards, elevating key risks and opportunity areas to Patient Access & Experience. Build consensus and lead change within a large matrix organization with multiple stakeholder groups. Exercise judgement in dealing with sensitive, confidential information.Supervisory Responsibilities:
Direct Reports | Approximately 5Fiscal Responsibility:
Informed on development of RC Operational Budgets (for PA&E Team). Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
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