Patient Access Manager

Job Title

Patient Access Manager

The Patient Access Manager manages scheduling, registration, insurance verification and referral team members. They guide staff in meeting customers' needs consistent with the Snoqualmie Valley Health’s mission, vision, values and strategic plan. This role requires the ability to interact with patients with diverse cultural backgrounds. The Patient Access Manager assumes fiscal responsibility through preparation of unit budgets, serves as a liaison with medical staff and other personnel, promotes maximum growth and development of each employee, participates in strategic planning, both long and short term and assures patient advocacy.

• Serves as role model with consistent focus on customer relationships
• Provides feedback to stakeholders regarding positive and negative customer comments
• Participates in customer satisfaction initiatives

• Ensure compliance with all federal, state and municipal laws, regulations and ordinances for assigned areas.
• Promotes an organizational focus by establishing goals consistent with organizational goals, facilitating collaboration and coordination for interdepartmental problem‑solving and supporting new concepts that enhance the functioning of area operations
• Maintains comprehensive knowledge of Medicare, Medicaid, commercial and managed care payors with specific knowledge of MCO payor contracts.
• Has knowledge of electronic, web based, and vendor sponsored verification and eligibility systems.

• Functions as a positive, creative and effective leader, actively participating in performance improvement activities and consulting in implementation of education programs.
• Leads Change and supports spread of initiatives across multiple departments, balancing physician & clinic engagement with operational excellence
• Experience with and ability to drive system‑wide strategies that leverage innovation and evidence‑based best practices to enhance access to care, streamline patient flow, and reduce barriers across all service lines.
• Ability to establish and monitor KPIs to track and trend data to proactively identify any access bottlenecks and drive innovative improvement solutions across multiple service lines.

• Creates an environment where patients feel valued and comfortable. Notices small things that enhance the patient experience (e.g., remembering preferences). Goes above and beyond to make patients feel special
• Identifies safety concerns/ performs all job duties with sensitivity and attention to the age/development of the patient population(s) served.
• Promotes environment that fosters self‑directed staff, assists employees to develop and contribute to the organization and applies human resources policies fairly and consistently.
• Collaborates with managers and clinical/support services managers in cross‑functional process improvement, collaborative teamwork, open communication and problem solving to ensure the effective coordination and integration of services between units.
• Interfaces w/ IPA’s, Medical Groups and other Review Organizations in resolving authorization and eligibility issues.

• Required
  
  Education:
  
  Bachelor’s Degree Required
• Required Experience:
  
  A minimum of 5 years’ experience in admissions management required in multi‑specialty and ambulatory surgical practices.

• Hospitality Focused:
  Maintains composure in stressful situations and consistently delivers high standards of service. Understands and anticipates the needs of others.
• Decision Trees and Template Design:
  Building and optimizing scheduling structures to streamline patient access.
• Cross‑Functional
  
  Collaboration:
  
  Partnering with physicians, clinical operations leaders, and executive leadership.
• Specialty Oversight:
  Understanding the nuances of specialty department workflows and taxonomy. Surgical Scheduling and prior authorization throughput and efficiencies.
• Deep Functional Knowledge: with registration, scheduling, referrals, and insurance verification, and the flexibility to provide hands‑on support in any area during periods of high volume, staff shortages, or…