Manager, Access Services - Access Center

EDUCATION & EXPERIENCE

Minimum Qualifications:

Bachelor’s degree.

Five (5) years of experience in Access Operations or program management.

An equivalent combination of education and experience relevant to the role may be considered for this position.

JOB SUMMARY

The Access Services Manager will be responsible for the delivery of strategic planning and continuous process improvement in an environment requiring 24 – hour, 7 day a week/365 days a year. Lead and coach a team of Patient Access Supervisors to provide exceptional service to patients and customers, while providing guidance of the team responsible for scheduling appointments, working messages to/from clinic, and managing incoming and outgoing phone calls. Lead the team in creating an environment where each person is a valued member of a winning team with an inspiring mission. Facilitate communication and interface with clinic leadership in partnership with Access Services Operations. Counsel staff on effective use and analysis of key performance indicators and metrics from both clinical and patient feedback. Ensure and develop a patient focused, cost effective and high-quality environment.

ESSENTIAL JOB FUNCTIONS

Manage strategic priorities and tactics in consultation with the Access Services leadership to align with institutional and divisional strategic initiatives.

Responsible for outcomes of care processes within the Access Services Division, including financial, productivity, throughput/efficiency, quality and interdisciplinary teamwork.

Oversee operations of Access Services Division to ensure daily operations are maintained according to standard.

Provide supervision to staff, conduct annual performance reviews, maintain staff schedules accordingly, and manage respective budget. Assist leadership during annual budgetary cycles as needed.

Serves as a liaison between institutional departments and local area groups to assess need and develop project plans and budgets.

Assist in preparation for both short- and long-range planning recommendations for division operations.

Manage all operational metrics to ensure the division meets costumer needs and divisional goals including but not limited to service level agreements and budgetary guidelines.

Evaluate services to maintain compliance with contracts.

Works with other campus departments to establish collaborative programs.

Initiates implementation plans for new projects and services within the division.

Align operational performance with the vision and strategy of institutional goals.

Follow general HR rules and guidelines; collaborate with leadership team to design more specific HR guidelines as needed; enforce hiring model for customer-centric service behaviors.

Identifies appropriate internal controls for division; provides mechanisms to monitor and enforce compliance.

Recommends hiring and termination of all supervised employees.

Collaborate with both clinical and administrative departments to ensure that access issues are quickly identified and resolved to support optimum efficiency.

Participate as a stakeholder in helping influence the organization’s strategic growth and direction based on knowledge and insight from the scope of work performed.

Conduct employee performance evaluations according to established timelines.

Participate as a stakeholder in helping influence the organization’s strategic growth and direction based on knowledge and insight from the scope of work performed.

Demonstrate top-tier customer service by responding to complaints promptly and modeling AIDET guidelines to drive positive patient interactions.

Leads/participates in collaborative interdepartmental approaches to develop and enhance an integrated system of care, as appropriate.

Coordinates all joint operations for the program with both internal and external sources. Works with other campus departments to establish collaborative programs.

Marginal or Periodic Functions:

Adheres to internal controls and reporting structure.

Performs related duties as required.

KNOWLEDGE/SKILLS/ABILITIES

Outpatient operations and management.

Personnel management.

Problem solving skills.

Written and verbal communication skills.

Interpersonal skills.

Computer literacy.

Ability to plan, organize, supervise and coordinate medical office operations as member of a multi-disciplinary management team.

Ability to manage the daily operations of multiple practice locations.

Ability to function in a highly complex environment, interprets, analyze and present data of a complex nature.