[ref. b67665022] Patient Access Manager-Medical Center South
Overview:
We are Hiring.
Location: Medical Center South
1903 W. Hebron LaneShepherdsville, Kentucky 40165
Shift: 1st
About Us
UofL Health is a fully integrated regional academic health system with seven hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehabilitation Institute and the Brown Cancer Center.
With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.
Our Mission
JOB SUMMARY
The Patient Access Manager will provide leadership and direction to maintaining a high functioning multispecialty scheduling, referral, and registration call center operations. The manager is responsible for all Call Center operational aspects in relation to their assigned POD, including hiring, training, managing to quality and productivity standards, and staff development.This position will meet POD service level agreements with supported departments and maintain collaborative relationships with physician practice leadership. The manager should have strong knowledge of physicians practice scheduling, revenue cycle concepts, and effective leadership skills.
Responsibilities:
JOB RESPONSIBILITIES
Oversee the hiring, training, and performance management of patient access center staff
Ensure metrics are met and performance expectations are being adhered to
Monitor patient satisfaction with patient access operations and identify recommendations for improvement
Collaborate with practice leaders on defining service level agreements and best practice processes
Work together with Information Security team to support a high functioning call center operations
Work closely with Quality Assurance team to ensure utilization of call center technology such as call recording, quality monitoring, and workforce management tools
Collaborate with revenue cycle leadership to establish workflows and support processes to maximize revenue collections
Lead regular staff meetings and facilitate regular meetings with practice leadership
Performs other duties as assigned
Qualifications:
MINIMUM EDUCATION & EXPERIENCE
Bachelor’s degree in business administration, management, or an equivalent combination of education and experience- 5 years of practice management or call center management experience
Healthcare experience preferred
KNOWLEDGE, SKILLS, & ABILITIES
Effective leadership and analytical skills including working knowledge of Budget preparation and control, financial statement analysis, staffing models, scheduling, and telecom opportunities.
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
Strong negotiation, interpersonal, written and oral communications skills.
Federal, state and HIPPA privacy regulations.
Health care trends; ambulatory care, managed care systems and clinical systems.
Telephone information technology systems.
Basic research methods and report writing techniques.
Interpersonal skills using tact, patience and courtesy.
Customer service expert.
Medical office procedures, methods and equipment, including computerized EPM and EHR systems.
WORKING CONDITIONS
Office environment; exposure to computer screens, noise and electrical energy; contact with physicians, staff, patients and the public.
Essential functions require maintaining physical condition necessary walking, standing and sitting for extended periods of time.