Access Services - Manager - Primary Care

University of Arkansas System•Little Rock, AR

3d•Onsite

About The Position

This position manages the day-to-day Patient Access operations of a designated clinic or area. The Manager is responsible for a minimum of twenty (20) direct and indirect reports located at possibly located multiple locations on and off UAMS campus. This position is responsible for the team’s performance meeting and/or exceeding the department standards as developed by the CABC Director. This position will comply with all CABC, Patient Access, Integrated Clinical Enterprise, and UAMS policies and will ensure that direct and indirect reports comply as well. This position will serve as an advocate for enhanced patient access performance within the team. The position is responsible for ensuring the team provides the highest level of customer service and creates an atmosphere that motivates employees to work at optimal efficiency. Responsible for sharing on-call responsibilities with other Access Managers including off hours when needed.

Requirements

Bachelor’s Degree in Healthcare or related field. An additional four (4) years of experience may be substituted in lieu of the degree.
Five (5) years of experience in patient scheduling, registration, and/or billing in a healthcare work environment.
Two (2) years of supervisory experience preferred.
Proof of legal authority to work in the United States on the first day of employment.

Nice To Haves

Advanced knowledge of EPIC and third-party payer requirements

Responsibilities

Manages the day-to-day operations of the assigned Access Coordinators, Patient Representatives, Authorization, and Access Supervisor.
Staff personnel to meet the departmental needs to include time and attendance oversight.
Prioritizes workload daily and adjusts staffing model as needed to ensure adequate coverage.
Attends and actively participates in requested Service Line meetings in addition to any meetings related to the department.
Responsible for ensuring staff is collecting all frontend payments during the check-in process.
Monitors staff performance through various methodologies including monthly quality and productivity audits.
Establishes performance standards with the Senior Practice Manager
Identifies relevant trends by reviewing reports and initiates process improvement when warranted.
Accepts ownership when initiating new or enhanced process improvement projects once these are approved by the Senior Practice Manager.
Ensures all departments, CABC, ICE, and UAMS policies are followed.
Knowledge of individual responsibility and ensuring staff preparedness following established Joint Commission standards and facility safety and emergency preparedness standards.
Reviews all Patient Access patient complaints and actively seeks resolution and service recovery.
Responsible for hiring staff, new employee onboarding, training, and development of staff.
Responsible for annual training facilitation staff development and providing employee coaching.
Responsible for employee evaluations.
Works with CABC Support for timekeeping and other HR items.
Promotes teamwork and models the core concepts of Patient Family-Centered Care (PFCC).
Conducts and assists with crucial conversations with staff when disagreements occur and when necessary progressive discipline.
Conducts team meetings and one-on-one meetings with direct reports.
Provides proper transfer of information as necessary using communication skills and tools.
Other duties as assigned.