Manager, Patient Access Center

Role Overview

• Accountable for the daily activities and workflow of the Access Center
• Allocate resources to maximize efficiencies, provide superior patient experiences, and maximize resource capacity on a day-to-day basis
• Develops, updates and continuously integrates process improvement to the training program that is provided to agents
• Monitor productivity and performance of Access Center Representatives for appointments, customer service, prior authorizations and outreach
• Reviews registration/appointment accuracy via a variety of reports and records review
• Prepares break down of data in time keeping analyzing trends in the department and to develop plans of action to correct and reduce departmental costs
• Monitors daily metrics and dashboards: number of calls presented, handled and abandoned, que times, prior authorizations, patient outreach and any other data required
• Acts as a liaison to all departments to ensure that both patient/staff needs are met in a timely manner
• Ensures timely access and scheduling for patients and physician office referrals and prior authorizations
• Works collaboratively with St. Peter’s Health Partners Medical Associates locations to ensure prior authorization approval and appropriate scheduling when applicable
• Holds agents accountable for work processes and outcomes
• Plans for, directs, and/or participates in regularly scheduled meetings and conferences with Medical Associates Leadership
• Assists in the appropriate selection of staff to meet department needs and provides for maximum utilization of skills through effective interviewing and hiring skills
• Reviews daily staffing requirements
• Coordinates and communicates schedule changes to physicians, managers and administration
• Delegates work effectively and set priorities with realistically achievable goals
• Seeks to provide a link between management and staff
• Effectively coordinates the utilization of resources allocated to the department
• In collaboration with the department senior management, is accountable for budget variances
• Communicates respectfully and effectively with providers, clinical staff, colleagues, managers and others.

Requirements

• Associates Degree
• Three to five years of experience in hospital or medical setting
• Proven ability to assume increasing level of responsibility
• Demonstrated ability to handle multiple priorities in a deadline-driven environment
• Demonstrates leadership ability as evidenced by: Exceptional interpersonal and communication skills
• Excellent organizational and time management skills
• Ability to creatively problem solve
• Knowledge of medical terminology and various health insurance programs
• Strong conflict resolution skills
• Ability to motivate others as individuals as well as in group settings
• Ability to plan, organize and direct the activities of others
• Demonstrated proficiency with Microsoft Office products, including Excel
• Demonstrated proficiency with computer applications/programs
• Demonstrated proficiency with basic mathematical skills
• Demonstrated experience with delivering successful customer service
• Demonstrated experience with handling multiple priorities in a deadline driven environment. Remaining calm under pressure and adaptable with changing priorities.

Benefits

• Quality of Life: Where career opportunities and quality of life converge
• Advancement: Strong orientation program, generous tuition allowance and career development