Patient Access Manager Job Description

NAHAM Fellows: A Journey in the Patient Access Services Management Industry

Patient access services managers are needed to make it easier to get access to quality healthcare. Patient access services managers want to make sure that patient access services staff provide the highest quality services for patients, providers and payers. The patient access services managers are responsible for ensuring patient safety and satisfaction, as well as the facility's financial performance, by overseeing all functions of the patient access services staff.

The NAHAM says the Patient Access Services model varies from one facility to the next. Large facilities may have several patient access services managers who oversee separate patient services, while smaller facilities may have only one patient access services manager. The patient access services departments play an important role in the overall success of the facility, as they facilitate the critical processes at the beginning of the revenue cycle, which begins when a patient is admitted and ends when payment is received and the account is closed.

The revenue cycle is a good place to manage patient access services. The implementation of key processes may result in rejected claims. Patient access services managers are responsible for putting in place efficient processes and methodologies to ensure timely billing and payment of claims.

Patient access services managers have strategies in place to help achieve facility goals. Managers and supervisors in hospitals and other healthcare facilities are required to have a master's degree in health administration. It comes as little surprise that patient access services management jobs are often for candidates with a graduate degree in health administration and an understanding of healthcare facility management.

A Job Description in Patient Access Management

Interested in a career in healthcare? If you want to work in a rewarding field, and you are detail oriented, then you may want to consider a career in patient access services. Patient access management is a broad area that applies to the end-to-end operations of a medical facility.

The patient access manager will be in charge of admission and registration. Call center operations, patient finance, guest relations, billing, and compliance are all encompassed by that management. Patient access managers must be able to handle high stress environments.

They need to be very organized. The majority of the role is behind a computer in an office setting, but hands-on from time to time. Patient access managers are often visible in their role and have frequent contact with the public and hospital staff.

A good communicator is a must for the job. It takes a bit of time to get to patient access management. Candidates should have at least five years of experience before they are qualified for the job.

In some cases, patient access managers must complete training. The supervisor will make sure that the staff is producing high-quality work and that operations are on track. The supervisor will keep a record of the patient flow.

Patient Access in the Revenue Cycle

The Patient Access is a core function of the revenue cycle and it starts with registration, scheduling and all of the support processes for patients, providers and payers. The main function of the organization is to provide information which leads to the creation of medical records, billing and collections. To strengthen the patient access, embracing technology within the revenue cycle is key.

The new age of Patient Access requires better alignment to deal with key issues. The goal should be to integrate Patient Access within the revenue cycle for optimal performance, focusing efforts around people, process and technology to better address client needs. Strategies and expertise that can address the patient as an individual consumer are needed to achieve the highest results.

The revenue cycle will only be more synchronized if it is able to improve patient communication, and make sure high-quality care delivery is the ultimate result. Every health system has the ability to pro-actively provide access and achieve a better bottom line. The Patient Access functions are responsible for 80 cents of every dollar that comes into a hospital facility.

Providing Patient Experience in the Healthcare System

The data they enter affects the downstream workflows because they are in the front end of the revenue cycle. Many of the challenges staff face are based on the information they receive. Staff may struggle to get updated registration information if a patient is not well.

Being able to explain the complex to patients when they are sick can be a difficult task. It is important to relay the information about the place where the patient will be coming to make them feel like they are in a real place. It is important that the patient feels cared for from the first time they meet you.

Patient Experience Management

It is much easier to create an excellent patient experience than it is to do it. The Patient Access team is responsible for creating the patient experience. They promote the first impression to the patient and their family.

Getting everything right the first time will enhance that patient's experience. Good data and proper tools are required for the creation of an excellent service experience. The second key area is knowledge of patient management software tools.

Proper use of technology and tools can keep mistakes at a minimum, even if they are simple, such as skipping one date or address. The Patient Access manager and team should focus on being a good partner in the revenue cycle team, the third key for Patient Access managers, while they are providing excellent customer service to the patient. Errors made up front will impact other aspects of the revenue cycle, causing other people to work.

Competent Supervisors of Patient Access

Competent supervisors of patient access prevent and correct violations. Fines and accreditation loss are consequences of information mismanagement. Expect questions such as "How would you find an unencrypted patient record?"

What are the guidelines for discussing patient information with third parties? Interviewers may ask about your experience explaining patient privacy rights. Competent supervisors of patient access understand the importance of keeping patient records.

They take proactive steps to make sure that all members of the patient access team understand follow established records procedures. Expect questions such as "What is your experience with maintaining and implementing filing systems?" How would you handle an electronic database failure?

Interviewers may ask about your familiarity with specific software. Competent supervisors of patient access have a good understanding of the medical billing process. They try to collect accurate patient financial records during registration and submit error-free billing requests to government and private agencies.

They work to reconcile payment disputes in a timely manner. Expect questions such as "How would you explain an increase in co-pay to a patient?" What is your familiarity with government payment methods?