Patient Access Center Manager - FT - Days - DIO

Memorial Healthcare

About The Position

The Patient Access Center Manager implements the strategic, financial, and non-clinical priorities supporting Memorial Healthcare System (MHS) by deploying systems, processes, and people-oriented methods to improve access to care including, but not limited to, appointment scheduling, registration, referral management, outreach, and effective use of customer service delivery models. Responsible for leading, coaching, motivating, mentoring, employee engagement, recruiting and retaining team members and ensuring overall service level and abandonment goals are achieved for multiple specialties along with satisfactory results and performance of the supervisory staff while actively supporting change management initiatives with managerial courage. Executes on innovative and strategic initiatives to achieve organizational goals and objectives for patient access intake. The leader serves as a role model in the areas of work ethic, values, leadership, customer service and demonstrates genuine compassion for team members/coworkers, patients, families, caregivers, providers, and the community in supporting the Memorial Healthcare System values and service standards.

Requirements

Bachelors: Business Administration (Required)
Complexity of Work: Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision. Must have strong verbal and written communication skills. Must be able to work in a face-paced environment and take appropriate action as necessary. Proficiency in reporting.
Four (4) years of customer service, healthcare, and/or call center experience.
Four (4) years of experience in a leadership/supervisory role.

Nice To Haves

Knowledge of medical terminology, insurance, and managed care health plans terminology preferred.
Knowledge of functions and relationships within a hospital environment and Project Management skills also preferred.

Responsibilities

Manages and upholds Patient Access Center performance metrics and holds team members accountable for attainment of goals.
Supports development of new KPIs quarterly or as needed as business needs change by analyzing critical data to align with desired goals.
Ensures the implementation and execution of a performance management process for Patient Access.
Identifies the need for appropriate training, education and development of staff in accordance with organizational standard and defined service outcomes.
Manages staff relations including performance management, staff satisfaction, and conflict management.
Actively supports change management initiatives with managerial courage and an adaptable outlook.
Demonstrates leadership and influence through rounding, mentoring, coaching, and support to team members.
Supports and facilitates staff professional development and appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes.
Develops programs and strategies for supervisor of compliance to monitor the quality of patient and customer care and leads continuous process improvement initiatives.
Acts as a liaison between the training department and the supervisor to ensure that a subject matter expert (SME) is identified to support and facilitate training and knowledge transfer.
Establishes scheduling and registration proficiency and accountability along with the development and compilation of best practices.
Ensures accountability to the ambassador and leadership policies and standards of behavior, standards of care, safety and security regulations.
Responsible for carrying out the strategic direction, growth and stability of the call center.
Leads continuous process/system improvements with a focus on key projects that maintain and upgrade MHS service level of 80% answered in 30 seconds or less with an abandonment rate of 5% or less.
Collaborates with supervisors and departmental leaders to effectively coordinate and supervise division(s); ensures adequate coverage, effective resource/specialty management, training class alignment, team realignment, and completion of special projects.
Supports special projects and business analysis as requested.
Manages the Call Center environment to ensure operational efficiency and effectiveness to ensure patient satisfaction.
Coordinates with Patient Access Operations Director to implement effective contact center management practices to increase revenues, reduce costs, and improve service quality while also working to influence change among a multi-disciplinary group involved in patient flow management and continuous system enhancements that promote efficiency and standardization.
Partners with Director to promote and execute specific departmental goals, standards, and objectives which directly support the strategic plan and vision of the organization.
Manages the execution of approved employee engagement and communication initiatives to preserve employee retention and overall workplace satisfaction.
Responsible for ensuring engagement action plans are executed and subsequent scores are delivered favorably.
Serves as liaison with Talent Acquisition recruitment and onboarding efforts, and management of timely completion of front line and leader payroll.
Upholds policies and procedures to ensure a seamless, exceptional patient experience across a broad range of customer touch points, processes, applications, and channels, including telephone, email, web chat, text and fax.