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Mgr Patient Access / PA Denial Management

Requisition ID:


Business Unit:

Hartford HealthCare Corp.


Farmington, CT

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Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details:

Work where every moment matters. 

Every day, over 38,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. 

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Position Summary:

Reporting to the Hartford Healthcare Director of Financial Clearance, this position oversees the financial clearance team. The team handles insurance verification, authorizations and pre-service estimates and collections. This role oversees the day to day operational activities related to financial clearance for both hospital and professional services. The manager provides oversight and leadership to the staff and coordinates with other departments, including clinicians, to ensure accuracy of patient information and optimal patient experience. The manager must make decisions in a fast-paced fluid environment, have strong communication skills, and is responsible for creating a culture of patient centered care and customer service, consistent with Hartford Healthcare’s Mission, Values and Vision. 

The manager helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. This position requires integral participation in communication and quality improvement initiatives with patients, insurance companies, department administrators, physicians, and other departmental staff to ensure the ideal patient experience. Collaborates with staff and leadership within the organization to drive standard processes and ensure consistency of practices as well as continuous process improvement within financial clearance. Develops plan to communicate, implement, drive and support operational and cultural changes. 

Provides more complex analysis, advice and coaching in response to business issues and executes appropriate shared services strategy. Create and deliver weekly/monthly reports for Director of Financial Clearance and senior level leadership within the organization. 

Position Responsibilities:

Key Areas of Responsibility

1.   Responsible for daily management related to revenue cycle functions that impact financial clearance. (i.e. insurance verification, authorization management and pre-service estimates and collections). This includes timely resolution of patient concerns and independent decision making that impacts workflows related to clearance functionalities such as: strategic operations for work queue management, creation of standard work, driving A3 process improvement, and implementing policies and procedures.

2.   Tracks, trends and evaluates results through both a proactive and retroactive perspective. Continually strives to improve quality and productivity by identifying improvement opportunities, aligning department goals, and recommending the implementation of changes. Creates a plan to drive the rollout of changes by coordinating meetings, building consensus for next steps, and holding individuals accountable for department goals.

3.   Partner with the key stakeholders (i.e. revenue cycle, physician and hospital leaders) to facilitate the flow of information and discuss issue-specific resolution approach to ensure optimal customer service.

4.   Continuously models H3W leadership behaviors for self and team.

5.   Manage the implementation and testing of financial clearance expansions while modeling the efficient operation of the unit by providing clear and specific goals and timely feedback.

6.   Direct priorities and own communication regarding the initiative to parties involved in the program (Solution Team Members, Solution Team Leaders). Escalate proposals and required next steps in instances where support is necessary to achieve initiative objectives.

7.   Manages general HR related issues, this includes annual performance reviews, implementing HR policies, approving PTO and making decisions about hiring staff.  Works with employees on professional development and training opportunities, including the development of a training and onboarding plan.

8.   Perform deep-dive research to back-up work of the staff and supervisors where necessary and appropriate, including special projects as needed. 

Working Relationships:

This Job Reports To (Job Title): HHC Director of Financial Clearance

# Workers Responsible For:

·        # Direct Reports: 1-5

·        # In-Direct Reports: 10-50

Nature of Supervision:

·        Direct supervision of Customer Service/Self-Pay supervisor, team lead, customer service representatives and financial counselors.  Responsible for Time and Attendance tracking, management, and approval bi-monthly. Responsible for performance reviews.  Interviews and makes hiring decisions.  Develops and implements performance improvement plans where appropriate.


·        Practice Managers, Regional Directors, Site Managers, Hospital Leadership, Revenue Cycle Leadership


·        Payers, vendors and patients.




·        Minimum:

o   Bachelor’s degree in Healthcare Management, Business Administration, or related field.  Extensive experience may substitute for education.

·        Preferred:

o   Master’s Degree in Healthcare Management, Business Administration, or related field.  Extensive experience may substitute for education.


·        Minimum:

o   Two(2) to three (3) years’ progressive experience in Healthcare Management in a Revenue Cycle or Financial leadership or influence role

·        Preferred:

o   Five (5) to Seven (7) years’ progressive experience in Healthcare Management in a Revenue Cycle or Financial leadership or influence role.

Knowledge, Skills and Ability Requirements:

Ability to read and understand oral and written instructions, and effectively communicate information. Critical Thinking ,Basic computer skills (including opening/reading email, basic internet use).  Expert at managing Revenue Cycle workflow to assure optimum results. Ability to influence and manage large and diverse work groups to assure cohesive interactions to maximize achievement at meeting department and Organizational Goals. 

We take great care of careers. 

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.

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