Infusion Manager

 1. Job Identification

Job Title Infusion Operations Manager

Reporting to Director, RCM

Department / CC Infusion

Location Phoenix Administration

Job Reference AARA/PayCO

No. Job Holders 1

Last Update February 2021

2. Job Purpose

The job purpose of the Infusion Operations Manager is to organize, oversee, and manage the success of the infusion coordinators and reverification specialists. The Infusion Operations manager is responsible for the oversight of patient communications, infusion referrals and authorizations for treatment along with infusion appointment scheduling tasks.

3. Job Dimensions

Supervisory/Line Management Authority

Infusion coordinators and reverification specialists

Area Authority

Infusion Operations

Financial Authority

None

Process Authority

None

Patient Contact

May have patient contact via email, web portal and telephone.

The above dimensions are not an exhaustive list. AARA reserves the right to alter the dimensions of all

roles within the organization as required.

4. Organizational Position

CEO

Director, Revenue Cycle Management

Director, Finance

4. Role of the Department

• Infusion Patient Communication (before and after infusion appointments)
• Infusion Referrals and Authorization for Treatment
• Infusion Scheduling / Rescheduling
• Assess, plans, implements, evaluates and documents the patient registration along with the insurance coverage and prior authorizations needed for infusion therapy patients.
• Coordinates the daily and long-term strategic operations of Infusion Staff through close interaction with the Director of Revenue Cycle Management.
• Assist in developing, implementing, and revising policies and procedures to assure that everyone within the infusion room adheres to the high standards of patient care.
• Assists in hiring qualified team members serving as a catalyst and mentor for motivating productivity, innovation, high employee morale and commitment to the organization
• Assist with regular staff meetings to communicate new ideas, resolve problems, obtain feedback and maintain the overall effectiveness of the staff
• Directly supervises infusion coordinator team members and proactively manages their performance and development including but not limited to performance feedback, appraisals, and corrective actions

Delegates tasks according to the Infusion Director and RCM Director to effectively communicate to other department heads and staff.

• Responds timely to employee grievances, complaints, and inquiries and seeks assistance when necessary
• Follows HIPAA and other required laws.

6. Key Result Areas

• Documentation of patient demographics, insurance coverage through the eligibility process as well as assurance of referrals and authorizations in place before the infusion therapy appointment.
• Maintain staffing levels and personnel reviews and oversight of all positions.

7. Equipment, Machinery and Systems

• Equipment and Machinery
• Telephone
• PC / Laptop
• Scanner / Fax / Copier
• General Office Equipment

Systems

• Paycom
• NextGen
• Availity
• MS Office applications
• Drug manufacturer and insurance portals

8. Assignment and Review of Work

All new AARA employees will agree initial objectives to be assessed on completion of their 90-day initial review period. Thereafter, all employees will enter the annual appraisal cycle under the AARA Talent, Performance and Career Management Policy where annual appraisals will be conducted by their Line Manager and CEO. Further information on the appraisal cycle calendar is available from the HR Manager and from the Talent, Performance and Career Management Policy on the AARA Intranet.

9. Communication and Relationships

The postholder must have strong interpersonal and relational talents. Success in this role involves building and maintaining relationships with internal and external stakeholders

Key Internal Relationships

Director of Revenue Cycle Management

Director, Clinical Infusion Services

Billing Supervisor

Reverification Team Lead

Infusion Coordinators

Key External Relationships

Patients

Medical staff in different practices

10. Demands of the Job

• Long periods of sitting and VDT operation.
• Frequent interruptions by patients or staff.
• Critical thinking and problem solving.
• Financial literacy to resolve previously non-paid encounters
• Calm resolution to potentially unreasonable or angry patients regarding scheduling, prior authorizations, account balances and financial responsibility.

11. Knowledge, Skill, Training and Experience to do the Job

Essential

• Manager experience, 1 year
• Proficient knowledge of Medical Terminology
• Exceptional customer service skills as acquired in a role that deals with the public, 2 years.
• Knowledge of Insurance eligibility, benefits and prior authorization, 1 year
• Excellent written, verbal and interpersonal communication skills
• Ability to multi-task in a fast-paced environment

Desirable

• Infusion drug knowledge
• Revenue cycle role in a large healthcare practice, 2 years.
• NextGen PM system, 1 year
• A comprehensive person specification for this role is available.