Manager – Patient Access and Financial Assistance – Ambulatory Infusion Center – West Campus at AdventHealth

Date Posted: 9/12/2019

Job Snapshot

  • Job Schedule
  • Location:
    Orlando, FL
  • Date Posted:
  • Job ID:
  • Job Family
    Patient Financial Services
  • Travel
  • Shift
  • Application Zone
    2-Legacy System
  • Organization
    AdventHealth Central Florida

Job Description

Manager – Patient Access and Financial Assistance – Ambulatory Infusion Center – West Campus

Ambulatory Infusion Center seeks to hire Manager – Patient Access and Financial Assistance who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:

Established in 1908, Florida Hospital is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The Maitland Office Plaza houses our highly skilled teams that support our hospital system including Marketing, Patient Financial Services, Revenue Management, the Credit Union and Human Resources. The Trickel Building, a two-story office structure, creates an atmosphere of health and healing, with a healthy-style café and quaint chapel. The main lobby is filled with lush greenery and a light trickle of water, creating a holistic environment.

Department Profile:

Florida Hospital outpatient infusion center offers the delivery of the highest quality patient care and provides optimal service to all patients and family. Our goal as an infusion center is to provide individualized, high quality patient care in a friendly, competent and professional manner. Our highly trained staff maintain high standards for all the needs of our patients while also maintaining a safe environment.

Work Hours/Shifts:

Monday – Friday; 8a – 5p

Job Summary:

Under general direction the Manager – Patient Access and Financial Assistance plans, develops, organizes, directs and manages all outpatient infusion areas of the Scheduling, Patient Access and Financial Assistance departments, as assigned. The position oversees the day to day operations of all non-clinical departments of the outpatient infusion center. The manager is responsible for creating synergies, maintaining bidirectional communication, and acts as a liaison between Patient Access and clinical and administrative partners within the hospital setting and beyond, ensuring open communication and collaboration toward common goals. The position focuses on process improvement strategies with special focus on up-front cash collection and financial counseling outcomes to protect financial standing of Florida Hospital. The Manager interviews applicants and processes new hire paperwork at assigned campus and is accountable for patient satisfaction and employee engagement scores. The position adheres to Florida Hospital Corporate Compliance Plan and to all rules and regulations of all applicable local, state and federal agencies and accrediting bodies. Actively participates in exemplary customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

Knowledge, Skills, Education, & Experience Required:

  • Proficient in time management with superior prioritization skills.
  • Self-motivator and quick thinker who is proactive and results oriented.
  • Ability to communicate as hospital liaison for patient and family in the absence of the patient representative.
  • Ability to use discretion when discussing personnel/patient related issues that are confidential in nature.
  • Ability to respond to the ever-changing matrix of hospital needs and act accordingly.
  • Proficient in Microsoft Office products and performance of basic math functions, capability of communicating effectively and professionally with our patients, physicians, and family members.
  • Five years of experience (including two years supervisory experience) in Patient Access/Patient Financial Services Department or related area (registration, finance, collections, customer service, medical office, or contract management).
  • Bachelor’s Degree in Business, Healthcare, Health Services Administration or related field. (health information management, communications, finance, accounting, public administration, human resources, management, or marketing). (Preferred)

Licensure, Certification, or Registration Required:

  • None

Job Responsibilities:

Demonstrates through behavior AdventHealth’s Core Values of Keep Me Safe, Love Me, Make it Easy, and Own it as outlined in the organization’s Performance Excellence Program
  • Responsible for monitoring initial process of self-pay accounts during scheduling, pre-registration, registration and at discharge for follow-up process of self-pay receivables which includes all active accounts that have pending agency/vendor cases, charity eligible accounts and other financial arrangements to the point of disposition. Responsible for training new staff and continued education for tenured staff for the purposes of continued process improvement. Meets upfront collection goals by ensuring the “front door” process is solid and thorough to allow effective management of self-pay admissions.
  • Protects financial standing of Florida Hospital by appropriately placing financial responsibilities and arranging payment of deposits due up-front and back end at all times. Oversight of the preparation and processing of files for patients who request financial assistance on their hospital account to meet a variety of financial programs. Ensures all SSA disabilities are screened, tracked and monitored by appropriate staff which leads to favorable outcomes.
  • Plans, develops, organizes, directs and manages all outpatient site scheduling, registration and financial counseling, as assigned. Responsible for all Patient Access outcomes in assigned areas. Identifies problems proactively for expedited resolution. Creates synergies, maintains bidirectional communication, and acts as liaison between Financial Assistance team and clinical, and beyond, ensuring open communication and collaboration toward common goals.
  • Ensures all patient accounts created at site are verified, authorized and/or preregistered in timely manner with appropriate follow up for account completion and up-front collection in all registration or financial counseling areas. Ensures 100% compliance with patient Check-In and/or Check-Out process. Enables department to achieve or exceed current standard of total time patient is in department by assisting with registration or preregistration as needed. Consistently ensures team members understand the importance of clear and thorough financial and insurance assessments, as well as accurate demographic information in order to maintain a close working relationship with clinical and financial partners and provide patients with excellent service.
  • Focuses on process improvement strategies with special focus on up-front cash collections outcomes to protect financial standing of Florida Hospital. Reviews all collection reports available, communicates outcomes to team and leadership timely, and provides accurate statistical records and reports. Holds self and staff accountable for individual and team goals set by Financial Assistance Department. Provides encouragement, education, and training to motivate team members in collections. May perform cashiering functions and other duties as required in support of the pre-established legal and financial guidelines of Florida Hospital.
  • Assesses the work performance and productivity of all assigned team members. Presents written and verbal directions to employees to ensure well-informed status in performance of their job requirements as indicated. Evaluates and disciplines employees according to guidelines established by Department Administrative Director, Director, and Human Resources Department of Florida Hospital. Makes self available to provide team members with tools and training needed to assist in meeting accuracy standard goals, minimize department registration errors, rejections, and avoidable denials. Ensures monthly audits are in place for quality assurance and meets with team members to discuss outcomes.
  • Accountable for patient satisfaction and employee engagement scores, meeting goals set by Florida Hospital and Financial Assistance department. Promotes an atmosphere of open communication for staff, clinical partners, and customers (patients, guests, families, staff, physicians, vendors, payors, etc.) at all times, interacting in a professional manner in up-front collection procedures, service recovery initiatives, and general patient or department complaints.
  • Meets budget goals by managing staff levels that are within set labor standards and limiting use of overtime and providing continual coverage in order to offer prompt patient service and be available for all clinical partners, site scheduling, financial counseling and registration needs. Regularly reviews monthly budget and volume reports. Limits use of overtime by monitoring productivity. Ensures employee performance and attendance documentation is current and accurate.
  • Adheres to HIPAA regulations by verifying pertinent information to determine caller or visitor authorization level before releasing account information.
If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Manager – Patient Access and Financial Assistance opportunity with Ambulatory Infusion Center – West Campus and apply online today.

Job Keywords:

Manager, Patient Access, Ambulatory Infusion Center, Maitland

Position Location:  Maitland
Job:  Patient Financial Services
Organization:  AdventHealth Central Florida
Primary Location:  US-FL-Orlando
Schedule:  Full-time
Shift:  Day
Job Level:  Team Leader
Education Level:  None
Travel:  No
Job Posting:  Sep 12, 2019, 7:30:53 AM

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