Associate Vice President, Patient Access

Job Number 54014
Posted 4/11/2018
Account EMHS
Department Revenue Cycle
Location EMHS - Cumberland Place, Bangor, ME 04401
Schedule Regular Full-time
Shift Day
Hours 8-430
Job Details SUMMARY
Reporting to the VP of Enterprise Revenue Cycle of Eastern Maine Healthcare Systems, this position is responsible for providing leadership for all activities related to the management of EMHS's Patient Access function. The AVP of Patient Access sets the strategic direction for all of EMHS's hospitals, affiliates, physician services and ancillary services for the Patient Access function within the Enterprise Revenue Cycle. The AVP of Patient Access Services (PAS) is responsible for providing direction and leadership to achieve ongoing operational quality, productivity and efficiency in the Patient Access department, both with the hospitals and physician practices. The AVP is responsible for planning, directing and overseeing the performance of the functional areas that report to this position include Scheduling, Financial Clearance, Financial Counseling, and Patient Registration. The role serves as the leader of the Patient Access Services Department for Eastern Maine Healthcare Systems to internal and external organizations, including government agencies, payer organizations and external auditors.


· Setting the strategic direction for the EMHS Patient Access Services, Revenue Cycle function

· Managing Patient Access Services operations for all EMHS

· Participate on revenue cycle leadership team overseeing key operational and financial decisions pertaining to the PAS, revenue cycle

· Providing world-class service to customers that continually exceed their expectations and are in-line with EMHS' mission and values

· Serve as the spokesperson for EMHS to internal and external organizations, including governmental agencies, board members, payor organizations and auditors

· Provides strategic vision and direction to effectively manage industry shifts, regulatory changes, and rising cost pressures, challenging assumptions and standards of business

· Relies on management staff to handle day-to-day operational needs.

· Seeks ways to control costs without compromising the quality of services delivered.

· Implements system-wide projects, as assigned, for realizing process improvement opportunities within Patient Access

· Implement enterprise-wide projects, as assigned, for realizing process improvement opportunities within Patient Access Services

· Coordinates and collaborates with key functions outside of Revenue Cycle to ensure strategic alignment with broader organizational goals and objectives.

· Ensures that processes are consistently evaluated for alignment with the strategic vision set forth by leadership teams throughout the organization.

· Works with peers to coordinate and oversee all patient access process transition points between patient financial service, onsite/offsite patient access services, medical facilities and other areas.

· Establishes strategic vision for prioritizing and organizing job roles and work distribution to align with leading practice trends in PAS functions.

· Apprises Patient Access Services staff of state-specific regulations and legislation, as applicable.

· Displays commitment to treating both internal and external constituents as clients and customers, maintaining a flexible customer service approach and orientation that emphasizes service satisfaction and quality.

· Participate in various IT-related steering committees for information technology changes which affect the Patient Access Services area and lead project groups as assigned

· Stays abreast of the latest developments, advancements, and trends in Revenue Cycle and Patient Access Services by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrate knowledge gained into current work practices.

· Communicates shifts in healthcare trends, develops strategic mitigation plans and coordinates with other functional areas of the Revenue Cycle Department

Budget Responsibility

· Administers expense budget for department

· Presents departmental budget recommendations to VP of Revenue Cycle for approval

· Monitors budget performance and variance explanations

· Optimizes vendor relationships as necessary

· Evaluates current and new technology solutions

Authority / Decision Making Level

· Prioritizes and organizes work within division to meet changing priorities

· Reviews and approves PAS policies and procedures for the revenue cycle department for the hospitals as well as the related policies and procedures for the physician practices.

Supervisory Responsibility

· Directs activities of staff Directors and Managers that oversee all aspects of Patient Access Services

· Provides leadership to direct reports and develops them into strategic thinkers and leaders across the organization

· Manages direct reports and has responsibility for hiring, firing, performance management and results of the assigned area

· Authorizes PEP requests for direct reports

· Approves initiation of disciplinary proceedings for staff, in consultation with Human Resources


· Provides strategic vision and direction to effectively manage industry shifts, regulatory changes, and rising cost pressures relating to revenue cycle functions

· Evaluates, monitors and assists in developing the priorities and progress of the PAS, Revenue Cycle Department

· Through management and staff, implements improvements in work process that both improve the efficiency and effectiveness of the PAS, revenue cycle

· Leads redesign initiatives and other EMHS-sponsored initiatives as requested

· Designs easily understood and impactful managerial reports for wide distribution

· Stresses attention to detail and designs monitoring tools to ensure accuracy

· Identifies opportunities for improved efficiency through better processes and additional automation. Monitors impact of process-oriented changes on staffing requirements

· Coordinates and collaborates with key functions outside of Patient Access Services to ensure strategic alignment with broader organizational goals and objectives

· Serves as an organizational sponsor for implementation of any software applications or technology enablers that improve the overall functionality of Patient Access. This may include installation of new insurance eligibility tools, financial screening tools, QA applications or enhancements to the mainframe applications

· Functions effectively in a Matrix Management environment


· Leads strategically through empowering staff and developing direct reports

· Demonstrates leadership and commitment to staff and colleagues by accepting accountability for outcomes, sharing timely information, building effective relationships and communicating clearly and directly

· Ensures adequate training is being provided to staff to educate on the following skills: current working knowledge of payer requirements; sufficient healthcare knowledge necessary to perform job requirements; knowledge of state, local and federal policy requirements for functions performed; and relevant knowledge of information technologies

· Leads and coordinates ongoing staff evaluation, retention, training and management of policies and procedures

· Manages and oversees staff performance through performance planning, coaching and performance appraisals

· Oversees and ensures two-way communication with PAS staff and Revenue Cycle and hospital leadership


· Demonstrates leadership and commitment to staff and colleagues by accepting accountability for outcomes, sharing timely information, building effective relationships and communicating clearly and directly

· Develops, implements, and manages efficient and effective operational policies, processes and performance monitoring across all functions of the Revenue Cycle Department

· Ensures Patient Access Services staff comply with established policies, processes, and quality assurance programs

· Responsible for ensuring two-way communication with Revenue Cycle and hospital/physician leadership

Performance Monitoring

· Measures and reports ongoing financial and operational performance of PAS to the Revenue Cycle department. Recognizes areas of excellence and oversee the development and implement action plans related to functional areas where performance is not meeting expectations

· Manages/communicates the department dashboard and design action plans as issues are identified within the unit

· Ensures that key performance metrics are met on a monthly basis


Experience & Education

•Bachelor's Degree is required, preferably in the field of business, finance, healthcare administration, management or related field. A Bachelor's Degree in an unrelated field along with experience that commensurate the knowledge and skills needed to perform the role will be considered.

•Master level degree is preferred. 5 years of experience in a related field with a minimum of three of those years in a management capacity.

•Prior work experience should include a role in a redesign project.

•Experienced in using team building to positively influence the work environment.


· Significant understanding of healthcare business and revenue cycle principles, with special emphasis on hospital and physician access services

· Strong organizational skills, working effectively in a multi-task environment

· Demonstrated proficiency in written and verbal communication skills

· Demonstrated ability in leadership

· Ability to relate cooperatively and constructively with clients, co-workers, administration, other clinic departments, providers, community agencies, and other health team members

· Ability to work in a fast paced environment and remain flexible under stressful situations

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.