Lahey Health Shared Services is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.
We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.
About the Job
Under the supervision of the Department Director, the Manager, Emergency Department Registration and Financial Counseling oversees all aspects of the Hospital Emergency Department Patient Access and System Financial Counseling. Will participate in work groups assigned; contribute to the continuous improvement of the department's overall performance within Revenue Cycle and supporting patient needs. Will manage the efficient and effective performance of colleagues on a day-to-day basis. Achieves budget targets. Proactively identifies problems and proposes solutions for the Director's review in order to promote the continuous performance improvement of the department. Leads and participates in process improvement groups. Supports the Directors in work planning and implementing strategic initiatives within the Emergency and Financial Counseling Departments.
Essential Duties & Responsibilities including but not limited to:
- Manages colleagues to achieve established standards for work flow productivity, accuracy and patient satisfaction, and to achieve goals assigned to the departmental work units.
- Provides support and continuous education on emergency preparedness to the Hospital Access colleagues. Effectively activates the crisis list notification, plans and organizes the overall operations of the Emergency Department during a Code Green (disaster) and disaster recovery event.
- Manages 24/7 work unit schedules to meet operational requirements, being fair to all colleagues. Ensure ED staffing is adequate on all shifts (1st, 2nd & 3rd shift including weekends and Holidays). Prepares weekly payroll for review/approval.
- Leader for Revenue Cycle EMTALA (Emergency Medical Treatment and Active Labor Act) concerns and clinical escalations. Keeps up to date with EMTALA regulations and mandates.
- Maintains up to date certification documentation on all CAC (Certified Application Counselor) employees and insures compliance with MassHealth standards.
- Manages Financial Counseling schedules for all applicable hospital settings, ensuring adequate support for clinical staff and patients during weekday operations.
- Keeps up to date with CAC organization regulations, maintaining system certification by MassHealth and the Health Connector. Monitors vendor productivity and quality of work. Monitors all contingent workers (on-site) by working directly with vendor management.
- Ensures that one-on-one and work unit meetings are scheduled
- Ensures that work unit colleagues successfully complete all required education and training programs. Identifies colleagues in need of retraining and assures they receive it. Supports colleagues' professional development and makes recommendations for continuing education. Monitors their performance and continued suitability for their position.
- Completes performance evaluations and performance improvement plans for work unit colleagues. Relies on direct observation, input from key constituents, and available data to assess performance and next steps. Recommends future goals for colleagues in line with department needs and initiatives.
- Ensures colleagues' adherence to Lahey and Revenue Cycle policies, and engages in the progressive discipline process when necessary.
- With guidance from HR and Director and within HR policy, fairly manages human resource issues.
- Manages department staff. Addresses performance issues, counsel colleagues, makes recommendations regarding promotions, demotions, raises, performance reviews, and training. Participates in workforce management including hiring, transferring, and termination.
- Recommends changes and/or updates to departmental policies and work unit procedures so that work is accomplished accurately and efficiently.
- Takes the initiative to identify opportunities for improvement, via direct observation of staff, rounding for purpose, or reviewing available data. Proposes solutions to Director, or recommends creation of process improvement groups and helps to identify goals of such groups.
- Provides meaningful reporting on progress towards the achievement of goals and/or the resolution of work unit issues. Rounds regularly with identified leaders of other departments to gather and analyze data required for a comprehensive and measurable understanding of work unit or department performance. Utilizes data in formation of plans and in the ongoing monitoring of achievement.
- Thinks creatively when presented with challenges, especially challenges that appear to have conflicting demands. In such situations, strives to grasp higher level issues and works cooperatively and energetically with colleagues from Revenue Cycle and/or other departments to develop solutions or process improvement plans.
- Provides the department with technical knowledge of the work performed by the work unit.
- Assist the Director with special projects as needed, and engages in inter- and intra-unit communications.
- Ensures compliance with all Corporate, Federal, State and health plan requirements and regulations.
- Serves as a role model for customer service and colleague engagement at all times.
Education: Bachelor degree required
Licensure, Certification & Registration: None required. CAC Certification Preferred.
Experience: Five years experience in an Emergency Department, Patient Access Services and/or Revenue Cycle organization of similar size and scope with at least three years supervisory experience.
Skills, Knowledge & Abilities:
- Comprehensive knowledge and understanding of key components of effective patient access services, including Emergency Department operations, scheduling system use and reporting, revenue cycle operations, Press Ganey metrics, and/or customer service etiquette.
- Demonstrated and measurable history of initiating successful problem-solving projects, strong analytic skills and process improvement abilities.
- Excellent written, verbal and presentation skills.
- Capacity to adapt to change, demonstrates flexible thinking and open-mindedness around work flows, and presents new initiatives to staff with energy and enthusiasm.
- In depth knowledge of MassHealth services, programs, regulations and standards.