Req#: R13434
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Full-Time
Shift: First

We are looking for a Manager to join our Patient Registration  team!

Resume required with application

SCHEDULE:

• 40 hours
• Greenfield, MA

Baystate Franklin Medical Center is an 89-bed community hospital in Greenfield, MA. Rooted in a rich tradition of service and accountability to the people of Franklin County, North Quabbin, and surrounding communities, BFMC services include emergency, surgery, cancer, heart and vascular, obstetrics, and more.

• More than 200 physicians on active and courtesy staff
• More than 24,000 Emergency Department visits annually
• More than 400 babies delivered each year in The Birthplace – a progressive, midwife-driven service
• Training site for the Family Medicine residency, and for residents in emergency medicine, surgery, and obstetrics programs based at Baystate Medical Center
• Franklin Medical Center joined Baystate Health in 1986

Rooted in a rich tradition of 125 years of service and accountability, our highly skilled team is committed to advancing care with our state-of-the art facilities and technology. Baystate Franklin houses a $26 million surgical center and the talented surgical teams of the Baystate Health network. Our spacious pre-surgery, recovery, and family waiting areas offer privacy and comfort with natural light, healing gardens, and other amenities. Our multidisciplinary approach gives you access to specialists from across the Baystate Health system, offering comprehensive and collaborative medical treatments close to home.

For more information, please visit us online at: baystatehealthjobs.com or interact with us socially at facebook.com/BaystateCareers or on Twitter @BaystateCareers

All correspondence can be directed to:

Allison LeDuc, Senior Healthcare Recruiter

Allison.LeDuc@Baystatehealth.org

Summary: 

The incumbent in this position is responsible for planning, organizing and managing operational and strategic services provided by the department in support of assigned product lines with a major focus on responsibilities directly related to revenue stream of health system including insurance verification, point of service collections and cash reconciliations. Monitor and oversee goals related to revenue functions including incentives and bonus opportunities. Major areas of responsibility also include: personnel management, oversight and maintenance of product line support activities, departmental support, budget management, and internal and external customer relations to include role as clinical staff liaison. Manage assigned registration , financial and/or admitting teams whose mission is to obtain and document patient information that allows access for patients, providers and other customers to a variety of inpatient and outpatient programs and services across the Health System. Responsible for all aspects of personnel management for individuals in assigned work teams, to include hiring and terminations, discipline, and performance management with career ladders. Identify opportunities for improved performance, and initiate appropriate staff developmental plans. Conduct monthly and annual reviews of staff performance, and initiate Career Ladder promotions as warranted. Schedule staff to achieve service level goals. Identify opportunities and develop methods to increase productivity, reduce costs, and meet service level targets. Ensure adequate coverage of assigned functions in all assigned locations. Make decisions independently with regard to all assigned product lines for operation policies, budget, staffing assignments and special projects.

Job Responsibilities: 

1) Practice as an account management model to serve the needs of the key stakeholders across the Health System and their internal and external customers (patients, physicians, employees, and business partners).

2) Develop and maintain product-line/service specific policies and procedures. Act as Revenue registration/admitting liaison between assigned services and their external customers. Collaborate with key stakeholders to ensure customer expectations for access to services are met.

3) Develop and monitor collaborative service area agreements. Establish periodic and ad hoc reports to communicate key indicators of performance.

4) Responsible for the development and monitoring of cost center operating budgets, ensuring expenditures remain within budgetary goals. Submit requests for necessary capital items.

5) Ensure information systems meet business needs. Make recommendations for enhancements. Identify and appropriately report any system performance issues. Provide agreed-upon levels of support to IS to assist with system implementations, upgrades, etc.

6) Develop and monitor ongoing quality assurance indicators. Identify opportunities for improvement and work with departmental management team to develop operational and technology changes to improve quality, efficiency, increase employee or customer satisfaction. Report to the Director periodic status of ongoing operations, quality assurance measures, customer satisfaction surveys and feedback, and other statistical analysis.

7) Monitor changes to regulatory requirements to ensure business processes comply with federal, state, payor and regulatory agencies requirements (JCAHO, HIPAA, CMS, etc.).

8) Collaborate with Revenue Registration Management Team in support of departmental initiatives and goals. Collaborate with Management team to recommend/develop departmental wide policies and procedures. As needed, provides coverage for other product line/services in absence of assigned manager. Collaborate with Management team to develop and implement initiatives to ensure employee satisfaction.

9) Independently manage implementations for assigned product lines. Collaborate on work teams assigned to implement technology, process or policy changes within the department, within various work units, or throughout the Health System.

10) Function as content expert for assigned product lines. Provide consultative service to our internal customers. By request of specific service, analyze existing operational processes and systems, and recommend process or system changes to improve outcomes. Act as liaison when serving on various divisional, facility and health system committees

Required Work Experience: 

1) Minimum of three years management or job coaching experience, preferably in a customer service environment

Preferred Work Experience: 

1) Bi-lingual

2)  Minimum of 5-7 yrs

3)  in a customer service environment, preferably healthcare or call center

4)  Demonstrated experience in a team-oriented, fast-paced, multi-priority setting with an emphasis on problem solving and team building skills

5)  Customer account management experience

6)  Project management experience

7)  Experience with measurement and improvement of quality indicators (customer surveys, ACD statistics, call monitoring, etc)

8)  Excellent oral and written communication skills

Skills and Competencies: 

1) Microsoft Office Suite of Applications

2)  Scheduling systems

3)  Financial systems

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

Bachelor of Arts, GED or HiSET (Required)

Certifications:

Equal Employment Opportunity Employer

Apply Now