Access Services - Manager

University of Arkansas•Little Rock, AR

3d•Onsite

About The Position

The Access Services Manager supervises and 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, potentially located at multiple sites on and off the UAMS campus. This position is responsible for ensuring the team meets or exceeds department standards developed by the CABC Director. The Manager must comply with all CABC, Patient Access, Integrated Clinical Enterprise, and UAMS policies, and ensure their reports do the same. This role advocates for enhanced patient access performance within the team, ensuring the highest level of customer service and fostering an environment that motivates employees to work at optimal efficiency. The position shares on-call responsibilities with other Access Managers, including off-hours as needed.

Requirements

High School Diploma/GED
Nine (9) years of patient registration, billing, and/or scheduling in a healthcare environment
Two (2) years of supervisory experience OR Bachelor's Degree in Healthcare or a related field
Five (5) years of experience in patient registration, billing, and/or scheduling in a healthcare environment
Two (2) years of supervisory experience
Must have excellent organizational and interpersonal skills in order to successfully interact with individuals of diverse backgrounds
Well-developed decision-making skills
Highly motivated and self-directed individual to establish plans of action
Proof of legal authority to work in the United States on the first day of employment.

Nice To Haves

Advanced knowledge of Epic system and third party payer requirements.

Responsibilities

Manages the day-to-day Patient Access operations of a designated clinic or area.
Responsible for a minimum of twenty (20) direct and indirect reports.
Ensures the team meets and/or exceeds department standards.
Complies with all CABC, Patient Access, Integrated Clinical Enterprise, and UAMS policies and ensures direct and indirect reports comply as well.
Serves as an advocate for enhanced patient access performance within the team.
Ensures the team provides the highest level of customer service.
Creates an atmosphere that motivates employees to work at optimal efficiency.
Shares on-call responsibility with other Access Managers, including off hours when needed.
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.
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 department, 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.
Perform other duties as needed.