Position Summary

The Patient Access Manager for Training and Quality Assurance is responsible for developing and implementing a comprehensive training and quality assurance program for patient access operations across the health system. This role ensures that team members are equipped with the knowledge, skills, and tools necessary to deliver accurate, consistent, and patient-centered services. The manager is responsible for staff competency, compliance, and service excellence by aligning education and quality initiatives with organizational standards and regulatory requirements. The manager collaborates with operational leaders to identify training needs, establish performance benchmarks, and drive continuous improvement in accuracy, efficiency, and patient experience.

The Manager is accountable for:

1. Training Program Development
   Designs and maintains standardized onboarding and continuing education programs for patient access functions, including scheduling, registration, insurance verification, prior authorization, and financial clearance.
2. Quality Assurance Oversight
   Develops and manages quality assurance program to ensure compliance with policies, payer guidelines, and regulatory standards; analyzes audit results and implements corrective actions.
3. Competency Assessment & Education
   Conducts competency evaluations and provides targeted training to address performance gaps and support staff development via career ladder program.
4. Policy & Compliance Integration
   Aligns training and quality programs with organizational policies, HIPAA regulations, and payer requirements to minimize risk and improve operational outcomes.
5. Performance Monitoring & Reporting
   Tracks training effectiveness and quality metrics; prepares reports for leadership and recommends process improvements.
6. Collaboration
   Partners with patient access leadership, revenue cycle teams, and clinical departments to ensure education and quality initiatives support operational goals and enhance patient experience.

Leadership Values

The MNH Leadership Values we are striving to emulate:

1. Respect, appreciation and caring for all-positive outlook
2. Initiative, achievement oriented, drive for excellence and continuous
   improvement; perseverance and ability to see the big picture
3. Teamwork and support for others; interdependence and commitment to the
   collective; system success as opposed to individual achievement or credit
4. Open, respectful, candid communication; handles conflicts and differing
   points of view directly; doesn't shy away from difficult issues or
   conversations
5. Stewardship of resources and passion for efficiency
6. Ownership of actions and results focused
7. Resilient; adaptable to change; perseveres in the midst of challenges
8. Courage

Minimum Requirements

Education:

1. High school diploma or GED required.
2. Bachelor’s degree preferred (preferably in healthcare or public administration, education, management, or a related field)
3. Master's degree preferred.

Experience:

1. 5 years of health care/patient access experience required
2. 3 years must be training, quality assurance and management/leadership experience required
3. Strong knowledge of patient access workflows and regulatory requirements.
4. Meditech and/or Epic System experience, as well as experience in learning management systems, is preferred.
5. Microsoft Word, Excel and PowerPoint experience required.
6. Statistical reporting experience required.

Knowledge, Skills and Ability:

1. Ability to design and deliver effective training and quality assurance programs.
2. Skilled in auditing, compliance monitoring and process improvement
3. Expertise in the best practices of patient access workflows.
4. Excellent communication, instructional design, and leadership skills.
5. Demonstrated ability to work under stressful situations.
6. Functional understanding of health care operations and physician practices.
7. Leadership skills to motivate cross-functional teams to strive for excellence while utilizing a consensus-building management style.
8. Comprehensive knowledge of regulatory requirements and the ability to provide documentation of such requirements when needed.
9. Possesses a strong understanding of various reimbursement methodologies with knowledge of the requirements for hospital and professional billing across payers.
10. Strong quantitative, analytic, and problem-solving skills to evaluate all aspects of a problem or opportunity and draw valid conclusions to make or facilitate appropriate and timely decisions.
11. Strong organizational skills to manage multiple diverse priorities with high visibility and extremely detailed information.
12. Ability to present and communicate complex information effectively in both written and oral forms to a variety of audiences, including hospital and physician leadership.
13. Uses tact, sensitivity, sound judgment, and a professional attitude
    constantly.
14. Conducts business in a professional and cordial manner that upholds the
    integrity and reputation of Mount Nittany Health.
15. Knowledge of human resource laws and regulations as they relate to the
    management of staff.

License/Certification/Registration

1. HFMA CHFP, AAHAM, CHAA, CHAM or equivalent Revenue Cycle Certifications preferred.

Supervision Received 

Receives supervision from the Patient Access Director.

Supervision Given

Supervises the activities of the Patient Access Training and Quality Assurance team within the Patient Access Department

Essential Functions

1.  Department Management

1. Financial Management: analyze, monitor, and explain budgets and
   variances; ongoing evaluation of productivity; and maximize care
   efficiency and throughput
   1. Human Resource Management: evaluate staffing needs and
      patterns; utilize recruitment techniques as they relate to staff selection;
      and ensure proper orientation. Align quality assurance and monitoring function with development of career ladder program and other advancement targets and criteria.
   2. Performance and Quality Management: Monitor Key Performance Indicators (KPIs) for all patient access functions. Collaborate with business area management to identify and address areas falling below thresholds, including identification of root causes and development of individualized and global solutions.
   3. Performance Improvement: utilize lean tools and methodology for
      identified areas of improvement; use of MDI (manage for daily improvement) strategies to drive outcomes; evaluate and improve customer/patient engagement performance; monitor patient safety reporting; participate in root cause analysis; promote workplace safety; maintain survey and regulatory readiness; just culture; and promote intra/interdepartmental communication
   4. Foundational thinking skills: apply systems thinking knowledge as an approach to analysis and decision making.
   5. Technology: use of technology to support decision and improvement activities.
   6. Change management: facilitate change through assessing readiness, involving key stakeholder and those that do the work, communicate changes, and evaluate outcomes.
   7. Appropriate clinical practice knowledge: maintain knowledge pertinent to scope of responsibility and promote evidence-based practice.

1. Leadership
   1. Human resource leadership skills: performance management
      (conduct evaluations, assess staff, monitor fitness, initiate corrective actions, terminations, etc.); staff development and assurance of competencies; and staff retention skills and activities.
   2. Communication skills: open, respectful, and effective, both oral and written.
   3. Relationship management & influencing behaviors: manage conflict; situation management, promote team dynamics, mentor and coach staff & peers, apply communication principles; encourage participation of staff; role model professional behavior; act as a change agent; and apply principles of self-awareness
   4. Diversity and Inclusivity: maintain and environment of fairness and equality. 
2. Professionalism

1. Personal and professional accountability: practice ethical behaviors; hold self and others accountable for respect and professionalism; and promote and role model lifelong learning.

4. Technical

1. Understands and evidences through practice the organization's structure, operations, decision making channels and planning processes. Utilizes a wide range of information sources and perspectives to define issues and identify needs. Makes decisions that are fact-based and takes organizational resources and objectives into balanced consideration.
2. Role models leadership skills to foster interdepartmental and interdisciplinary cooperation and collaboration. Serves as ambassador and change catalyst for the organization and area(s) of responsibilities.
3. Leads the department and MNMC & MNPG to best practice performance in customer, patient and employee satisfaction, efficiency, effectiveness, accountability, compliance, integrity and respect.
4. Demonstrates fiscal responsibility through the preparation and management of an appropriate Capital, personnel and operational budget.
5. Utilizes communication, negotiation and problem-solving skills to achieve clinical and financial outcomes.
6. Maintains the confidentiality of all records and information received in the course of the job in accordance with HIPAA requirements.
7. Acts as a liaison with Medical Staff, hospital personnel, patients, and other hospitals and clinics. Cooperates and works together with co-workers and management in an open-office work setting, achieving goals and objectives of the department. Communicates tactfully and diplomatically with ancillary departments, Medical Staff, patients, visitors, insurance companies, and all other professionals applicable to the job description. Accepts and adapts to new and changing work requirements/assignments and priorities. Continually strives to find ways to improve department functions and processes.

Non-Essential functions:

Performs related and miscellaneous duties as assigned.