Patient Service Access Manager - Hospital Admissions & Financial Counseling

The Patient Access Service Manager is under the guidance of the Assistant Director, Admissions and Financial Counseling  (MGR 2). The  Mission Bay (MB) Patient Access Services Manager is responsible for managing the operational and technical functions of UCSF Health Mission Bay Admitting offices and other operational areas that include surgery centers, Children’s Emergency Department, Birth Center, and Blood Draw. The Emergency Department and Birth Center are  24/7-operations areas that are staffed by Admitting Workers. Responsibilities include operational support, staff development, financial account management, and promoting cross-functional coordination to ensure a quality patient experience. The MB Patient Access Services Manager shares the first-line responsibility for 24/7 operations. All operational shifts, day, evening, and graveyard, require equal management support, fostering a uniform culture, values, and operating standards. The MB Patient Access Services Manager must frequently respond to and manage unscheduled. The MB Patient Access Services Manager serves as the DNB (Discharge Not Billed) champion for the department responsible for monitoring, account assignment, and staff follow-up.

The MB Patient Access Services Manager will be a key participant in performing a range of process improvement and process management activities. Activities include planning, performing, and implementing process improvement initiatives, in addition to ownership of operational processes. These initiatives may represent one portion of a larger project, or may represent a standalone initiative or function within a work group or department. Process management functions may include data gathering and analysis, best practice research, process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or stakeholder agreement, implementing improvements, and monitoring post-process improvement initiative performance to updated standards. Activities are undertaken and executed in support of organizational goals and are accountable for providing business process solutions to meet internal and external departmental expectations.

Major duties in the admitting office include registration for all admissions, account financial follow-up, Medi-Cal applications, financial counseling, financial assessment, and cash collections. Other related duties include supporting the Pediatric Access Center through the coordination and integration of patient demographic, financial, and clinical information to ensure that patients transferred to UCSF are clinically and financially assessed in accordance with practices.  The MB Patient Access Services  Manager will have a critical influence on a patient’s health care experience in our Medical Center and must act as an ambassador of services. The incumbent is responsible for ensuring all patient needs are met, demonstrating a willingness to learn new skills, and fostering a harmonious work environment in which high-quality patient care and customer service are consistently provided. The MB Patient Access Services Manager is responsible for promoting a cooperative working relationship among staff, physicians, other disciplines, departments, and the public by facilitating and enhancing communication, displaying honesty and respect, displaying sensitivity to cultural differences, and expressing and accepting feedback professionally.

As a specialist in Admissions and Registration operations, the MB Patient Access Services Manager will function as an Apex power user able to utilize advanced features of the system to develop patient workflows and collaborate with various departments to resolve issues and ensure optimal patient flow. Reviews and approves recommendations for admitting and registration procedures, processes, systems, and initiatives. Guides subordinates to achieve goals in accordance with established policies. Erroneous decisions or failure to adhere to objectives result in additional costs and serious delays in overall schedules.