Manager, Patient Access (69927)

Department: Operations

Position: Patient Access Center Manager

Employee Category: Exempt

Reporting Relationship: Patient Access Center Administrator

Character Core Traits:

• Availability - Making my schedule and priorities secondary to the needs of those I serve.
• Dependability - Fulfilling what I consented to do, even if it means unexpected sacrifice.
• Initiative - Recognizing and doing what needs to be done before I am asked to do it.
• Enthusiasm - Expressing my joy in each task as I give it my best effort.
• Patience - Accepting a difficult situation without giving a deadline to remove it.
• Punctuality - Showing esteem for others by doing the right thing at the right time.

Summary of Duties and Responsibilities:

The Patient Access Center Manager is responsible for the supervision of the PAS Supervisors and Patient Access Specialists. The Manager is responsible for ensuring that staff productivity standards are achieved, staff is well trained on scheduling and provision of patient services as well as delivering high customer service. Manages and coordinates activities of workers providing telephone customer support, digital communication and telehealth services. Develops clear workflows for staff and manages a variety of reports to manage department effectively. 

Primary Duties and Responsibilities:

1. Patient Access Center Manager is responsible for overseeing the daily operations of the PAS Supervisors and PAS team, ensuring high standards of customer service, and achieving business goals. 
2. Monitors productivity of patient access specialists and generates reports to manage productivity and efficiency of department metrics.
3. Monitors individual, team and Patient Access staff results to identify and act on both positive and negative performance trends to ensure attainment of performance targets.
4. PAC Manager will develop and update the workflows of other departments within PAC such as Referral and Medical Record Specialists in coordination with Patient Access Administrator. 
5. Answers questions and recommends corrective services to PAS Supervisors to address patient complaints.
6. Ensures the development and implementation of appropriate systems to facilitate smooth operations of routine functions, procedures, patient needs, company related issues, changes or actions.
7. Directs PAS Supervisors in creating and implementing effective employee orientation and employee trainings.
8. Studies and standardizes procedures to improve efficiency. 
9. Formulates, develops and oversees the implementation of all digital health services as related to patient access including MyChart, E-visit and text messaging workflows.
10. Maintains harmony among workers and resolves grievances.
11. Hires, trains and supervises personnel in coordination with the Practice Supervisors to assure efficient workflow of the department(s). Evaluate performance. If necessary, monitor progressive discipline and recommend termination. Establish and maintain performance feedback and employee communication processes.
12. Maintains up-to-date knowledge of the health care and related industries through participation in local and national associations, review of trade publications, development of personal contacts, and in continuing education seminars. Be aware of industry trends in order to maintain competitive advantage.
13. Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. 
14. Trouble-shoots day to day work-related or staffing issues and provides back-up for all support staff positions reporting to Patient Access Specialist Administrator. 
15. Directs and controls the functional operation of the department. Supports and maintains Variety Care personnel, finance, and safety policies and procedures. 
16. Performs other duties as assigned.

Qualifications

Requirements, Special Skills or Knowledge:

1. 1. Bachelor’s degree in business or a related field required, or Minimum of three years’ experience in health care management or call center operations.
   2. One or two years of leadership experience in training and/or direct supervision of staff. 
   3. Experience problem solving - Identifies and resolves problems in a timely manner.
   4. Experience with general human resource policies: hiring, coaching, managing and disciplinary protocols. 
   5. Experience in customer service or direct patient experience- managing difficult or emotional patient situations; promptly responding and resolving complaints, and understanding of importance of customer service excellence. 
   6. Experience in working with a team as peers and as a leader, building a positive team spirit.
   7. Experience writing routine reports, data analytics, and managing key metrics. 
   8. Experience speaking effectively before groups of patients or employees. Bilingual preferred.

ADA Requirements:

1. 1. 1. Must be able to lift 25 pounds.
      2. Must be able to sit for extended periods of time.
      3. Must have excellent concentration ability.