Patient Access Center Manager

Summary:

Under the direction of the Patient Access Center Director, the Patient Access Center Manager implements the strategic, financial and non-clinical priorities supporting Memorial Healthcare System 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, and mentoring the Patient Access Center's staff. Recruiting and retention of staff is a major priority. Accountable for ensuring overall service level and abandonment goals are achieved for multiple specialties along with overall satisfactory results and performance of the supervisory staff. The position promotes teamwork, camaraderie, and a favorable working environment both in the contact center as well as with the operational medical practice leaders. 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. Works to influence change among a multi-disciplinary group involved in patient flow management and continuous system enhancements across the system that promote efficiency and standardization. Develops and designs future state workflows to improve the leader, patient, and family experience. Collaborates and builds strong business relationships with the divisions and physician practice leaders. Operates with a creative and innovative mindset to exact positive changes. Actively supports and change management initiatives with managerial courage and an adaptable outlook. The leader is a proactive and strategic thinker supporting Memorial Healthcare System values and service standards.

Responsibilities:

• 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.
• Manages and upholds Patient Access Center performance metrics and holds team members accountable for attainment of goals. Ensures the implementation and execution of a performance management process for staff. Identifies the need for appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes.
• Coordinates with Patient Access Center 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.
• 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.
• 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.
• Collaborates with supervisors and other managers effectively to coordinate and supervise division(s); ensures adequate coverage, effective resource/specialty management, training class alignment, team realignments, and completion of projects.
• Develops programs and strategies for supervisor compliance to monitor the quality of patient and customer care and leads continuous process improvement initiatives. Actively supports change management initiatives with managerial courage and an adaptable outlook.
• Establishes scheduling and registration proficiency and accountability. Ensures accountability to ambassador and employee leadership policies and standards of behavior, standards of care, safety and security regulations.
• Ensures the recruitment, selection and retention of well-trained staff to meet the requirements and goals of access and intake.

Education and Certification Requirements: Bachelors: Business Administration (Required)

Required Work Experience: Four (4) years of customer service experience. Four (4) years of experience in a healthcare and/or call center environment. Four (4) years of experience in a leadership/supervisory role.

Other Information: Equivalency for degree: Associate's degree and six (6) years of experience in a contact center environment and/or within the healthcare industry.