Patient Access Manager-Medical Center South - UofL Health

Overview

We are Hiring.

Location: Medical Center South

Shift: 1st

About Us

UofL Health is a fully integrated regional academic health system with seven hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehabilitation Institute and the Brown Cancer Center.

With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.

Our Mission

JOB SUMMARY

The Patient Access Manager will provide leadership and direction to maintaining a high functioning multispecialty scheduling, referral, and registration call center operations. The manager is responsible for all Call Center operational aspects in relation to their assigned POD, including hiring, training, managing to quality and productivity standards, and staff development. This position will meet POD service level agreements with supported departments and maintain collaborative relationships with physician practice leadership. The manager should have strong knowledge of physicians practice scheduling, revenue cycle concepts, and effective leadership skills.

Responsibilities

JOB RESPONSIBILITIES

Oversee the hiring, training, and performance management of patient access center staff

              Ensure metrics are met and performance expectations are being adhered to

Monitor patient satisfaction with patient access operations and identify recommendations for improvement

Collaborate with practice leaders on defining service level agreements and best practice processes

Work together with Information Security team to support a high functioning call center operations

Work closely with Quality Assurance team to ensure utilization of call center technology such as call recording, quality monitoring, and workforce management tools

Collaborate with revenue cycle leadership to establish workflows and support processes to maximize revenue collections

Lead regular staff meetings and facilitate regular meetings with practice leadership

Performs other duties as assigned

Qualifications

MINIMUM EDUCATION & EXPERIENCE

Bachelor’s degree in business administration, management, or an equivalent combination of education and experience

3-5 years of practice management or call center management experience

Healthcare experience preferred

KNOWLEDGE, SKILLS, & ABILITIES

Effective leadership and analytical skills including working knowledge of Budget preparation and control, financial statement analysis, staffing models, scheduling, and telecom opportunities.

Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.

Strong negotiation, interpersonal, written and oral communications skills.

Federal, state and HIPPA privacy regulations.

Health care trends; ambulatory care, managed care systems and clinical systems.

Telephone information technology systems.

Basic research methods and report writing techniques.

Interpersonal skills using tact, patience and courtesy.

Customer service expert.

Medical office procedures, methods and equipment, including computerized EPM and EHR systems.

WORKING CONDITIONS

Office environment; exposure to computer screens, noise and electrical energy; contact with physicians, staff, patients and the public.

Essential functions require maintaining physical condition necessary walking, standing and sitting for extended periods of time.