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Exemption Status:

Exempt

Hiring Range:

$65,124.80 - $117,208.00

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday

Scheduled Hours:

8:00am to 4:30pm

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 5478 Financial Clearance

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Under the general direction of the Director of Financial Clearance, manages the daily operation of assigned area within Patient Access Services. Performs a variety of complex duties and management of Financial Clearance and/or registration personnel and activities to ensure the efficient processing of patients and collection of patient liabilities. Coordination of daily activities for Patient Access Services, including but not limited to scheduling of staff, maintenance of workqueues, and statistical reporting.

I. Major Responsibilities:

1. Designs, monitors and implements registration, referral and verification guidelines, as well as collection of patient liabilities to ensure an accurate and efficient process for Patient Access Services.
2. Ensures scheduling verification, referral and pre-arrival registration processes are integrated and accurate information flows on a timely basis.
3. Sustains the Avaya (call center server application) service level standards by monitoring and analyzing volume and staffing levels and making adjustments as required.
4. Works closely with ambulatory services senior management, physicians, clinical leaders and other departments to ensure harmonious relationship and atmosphere of teamwork.
5. Oversees and monitors workqueues and reports for Patient Access Services.
6. Monitors the registration and financial clearance process to ensure high quality customer service.
7. Ensures the financial clearance process is completed timely and accurately prior to patient arrival whenever possible.
8. Monitors workqueues and reports to ensure follow-up when financial clearance is not obtained prior to patient arrival.
9. Manages workqueues and reports to ensure appropriate productivity and quality standards are achieved.
10. Manages all applicable escalation workqueues.
11. Oversees collection of patient liabilities as appropriate.
12. Position is a working managerial position. May act as Patient Access Representative, Financial Clearance Representative, and/or Registration Representative when necessary.
13. Ensures compliance with EMTALA regulations (Emergency Medical Treatment and Labor Act)
14. Ensures that department complies with UMMHC established policies, quality assurance programs, safety, and infection control policies and procedures.
15. Ensures adequate equipment and supplies for department
16. Assists Director in development and maintenance of departmental policies, procedures and objectives.
17. Finalizes, signs off and submits payroll on a weekly basis as applicable.
18. Ensures compliance to all health and safety regulations and requirements.
19. Ensures strict standards of patient confidentiality are met.
20. Organizes and maintains clear channels of communication with staff.
21. Exhibits appropriate communication with all levels of personnel.

Standard Management Level Responsibilities:

1. Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.
2. Develops and recommends the budgets for the areas managed. Manages activities to assure financial goals are met.
3. Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
4. Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with system-wide initiatives.
5. Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
7. Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
8. Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
9. Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.
10. Ensures adequate equipment and supplies for department.
11. Develops and maintains established departmental policies, procedures, and objectives.
12. Ensures compliance to all health and safety regulations and requirements.
13. Maintains, regular, reliable, and predictable attendance.
14. Performs similar or related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:

Required:
1. Bachelor’s Degree in Business, Healthcare or related field.
2. Minimum of 2 years’ managerial experience in Registration, Scheduling, and/or Insurance Verification processes required;
3. Flexibility of schedule required.
4. Holiday and/or weekend shift work, as well as after-hours coverage as required.
Preferred:
1. 7-10 years of Healthcare management experience preferred.
Experience/Skill:

Required:
1. Demonstrated leadership ability, initiative, teamwork and assertiveness required.
2. Excellent communication and analytical skills.
3. Strong organization skills.
4. Excellent interpersonal skills.
5. Demonstrated expertise in area of responsibility as well as the ability to solve complex problems.
6. Complete understanding of third party payor and managed care requirements, procedures and regulations.
7. Complete understanding of primary, secondary and tertiary insurance requirements, procedures and regulations.
8. Face-to-face and telephone customer service skills and experience.
9. Ability to effectively communicate with a variety of internal and external customers
10. Ability to receive and express detailed information through oral and written communications
11. Ability to work in high volume, team-oriented environment
12. Ability to take directions and work independently.
13. Ability to use specialized applications software and computers systems for patient registration and scheduling.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies, including age-specific competencies and their measurements, will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.