Patient Access Service Manager

Under the guidance of the Patient Access Assistant Director (MGR 2), the Parnassus Emergency Department Patient Access Services Manager is responsible for managing the operational and technical functions of the admitting workers located at the Parnassus Emergency Department. The Emergency Department is a 24/7 operation area that is staffed by both Sr. Admitting and Principal Admitting Workers. This position shares the first-line responsibility for the 24/7 operations. Must frequently respond and manage unscheduled absences in a unit that requires that staffing seats are filled for all shifts. All shifts day, evening, and graveyard have to be supported equally by one culture, one set of values, and more importantly one operating standard.

Responsibilities include staff education and development, direct support of operations and procedures that ensure critical patient access, smooth patient flow, and timely financial clearance. Responsible for effective oversight of admitting and unit desk functions in support of efficient patient flow and securing appropriate financial information and transition to inpatient financial counselors.    

Parnassus Emergency Department serves as a significant source of inpatient volume. Failure to properly perform registration and financial counseling roles and responsibilities creates significant financial risk for the medical center. In addition, key quality metrics are impacted by an accurate collection of specific values such as Admit Source. Manages staff working at the unit desk and is responsible for the execution of numerous coordination tasks across supporting both clinicians and clinical workflows.    

The Parnassus/Mt Zion Patient Access Services Manager will be a key participant in performing a range of process improvement and process management activities. Activities include planning, performing, and implementing process improvement initiatives, in addition to ownership of operational processes. These initiatives may represent one portion of a larger project or may represent a standalone initiative or function within a work group or department. Process management functions may include data gathering and analysis, best practice research, process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or stakeholder agreement, implementing improvements, and monitoring post-process improvement initiative performance to updated standards. Activities are undertaken and executed in support of organizational goals and are accountable for providing business process solutions to meet internal and external departmental expectations.  

Major duties in the Patient Access Services Emergency Department include registration for all patient visits, cash collections, and coverage of unit desk functions. The Parnassus/Mt Zion Patient Access Services Manager 1 will have a critical influence on patients’ healthcare experience in our Medical Center and must act as an ambassador of services. The incumbent is responsible for ensuring all patient needs are met and must demonstrate a willingness to learn new skills, and an ability to foster a harmonious work environment in which high-quality patient care and customer service are consistently provided.

The Parnassus Emergency Department Patient Access Services Manager is responsible for promoting cooperative working relationships among staff, physicians, other disciplines and departments, and the public by facilitating and enhancing communication, displaying honesty and respect, displaying sensitivity to cultural differences, and expressing and accepting feedback professionally. As a specialist in Admissions and Registration operations, the Parnassus Emergency Department Manager will function as an Apex power user able to utilize advanced features of the system to develop patient workflows and collaborate with various departments to resolve issues and ensure optimal patient flow. Will represent the department as needed in cross-discipline Kaizen process improvement initiatives, attend ED leadership huddles, and meet regularly with ED Clinical management regarding workflow improvements.    

In partnership with the Patient Access management colleagues, denials, will review root cause analysis, and make recommendations for future avoidance of denied claims. Working directly with the Assistant Director, responsible for assessing, evaluating, and reviewing staffing assignments and overall coverage of duties. In tandem with forecasts, develops recommendations for enhancing, and optimizing.  In addition, reviews and approves recommendations for admitting and registration procedures, processes, systems, and initiatives. Guides subordinates to achieve goals by established policies. Erroneous decisions or failure to adhere to objectives results in additional costs and serious delays in overall admissions processes and access.

The Patient Access Services Parnassus ED Manager units’ scope of work includes facilitating registration for adult Emergency Department visits including insurance coverage verification and all necessary data elements. 1 includes patient triage, full registration, and unit desk coverage. Manager 1 routinely collaborates with ED physicians and administrative leadership supports ongoing initiatives and contributes to workflow and system improvements. Financial assistance screening, financial counseling, and payment collection services (pre-service and POS). In addition, price estimates are performed by the various units, and staff in all units are engaged in the delivery of timely and customer-focused service.

Qualifications

Bachelor's degree in a related area or Four years of equivalent experience/training.

Five years of healthcare experience in scheduling, registration, insurance verification, surgical and inpatient authorizations, patient transfer, financial counseling, and information technology systems used to drive workflow and reporting for areas of responsibility.

Strong managerial skills in planning and delegating work, deploying staff, building staff competencies, and resource management.

Strong ability to quickly evaluate complex problems, identify multiple potential solutions, and effectively implement action plans to bring about successful resolutions.

Strong written, verbal, and interpersonal communication skills to effectively interact with staff and coworkers both within and across functional areas. Ability to convey complex information, instructions, and guidelines in a clear manner, and to influence and persuade all levels of staff.

Proven ability to create a departmental culture with a strong commitment to high-quality customer service and patient satisfaction.

Proven ability to work effectively with senior management on operational and performance issues in developing goals, policies, plans, strategies, quality improvement programs, technological upgrades, and systems for monitoring and maintaining accuracy, quality, productivity, and compliance within the department.

Preferred Qualification

Experience with EPIC ADT, Epic ED Track Board and Manager.

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.       Consistently ranked among the top 10 hospitals nationwide by U.S. News World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.        In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce.  We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care.

Join us to find a rewarding career contributing to improving healthcare worldwide.