Manager Patient Access Service

FLSA STATUS

Exempt

• EDUCATION
  • Bachelor’s degree required or additional four years of experience (in addition to the minimum experience requirements listed below) required in lieu of degree
• EXPERIENCE
  • Five years of patient access services or related experience, of which one year must have been in a managerial role in healthcare; may consider HM employee with five years of patient access services or related experience with HM performance that demonstrates leadership responsibility
• SKILLS AND ABILITIES
  • Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
  • Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
  • Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message
  • Demonstrates the ability to interact with others in a way that gives them confidence in one’s intentions and those of the organization
  • Ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one’s own behavior to accommodate tasks, situations and individuals involved
  • Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills
  • Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences
  • Ability to work effectively in a fast paced environment
  • Demonstrates flexibility and adaptability in the workplace
  • Ability to mentor effectively
  • Computer skills to include proficiency in MS Office and EMR software
  • Functional knowledge of revenue cycle and managed care

• Performs management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department. Provides development and mentoring of staff. Meets or exceeds threshold goal for department turnover. Develops direct reports to perform these same functions.
• Provides fair and consistent leadership and communication to maintain a competent and engaged employee group by conducting regular department meetings to review policies and procedures and operational matters, rounding on all employees, completing performance appraisals, conducting new hire feedback sessions, coaching/corrective counseling, and providing recognition/commendations to achieve desired outcomes. Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Facilitates and promotes effective team dynamics and teambuilding strategies within and between departments; participates and/or leads and facilitates department process improvements as needed.
• Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators: action readiness score, tier level.
• Manages the development and timely monitoring of work distribution and work performance levels for designated staff, in order to ensure work quality and to reach or exceed performance standards related to departmental goals and objectives.

• Plans and organizes day-to-day department operations, schedule and activities. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.
• Drives department service standards and activities to impact department and/or system score for patient/customer-based satisfaction, through role modeling and…