Assistant Manager-Patient Access Call Center

WellSpan Health•Chambersburg, PA

About The Position

The Assistant Manager assists in managing Patient Access Department operations. The role supervises and evaluates staff, prepares work schedules, and processes Kronos records. It supports patient- and family-centered service, staff development, performance improvement, budget management, and effective departmental workflows. The position may perform Patient Access Specialist duties during emergencies or short staffing.

Requirements

Associate degree required.
Less than one year of experience applying customer service behaviors and communication skills required.
Core values include integrity, compassion, excellence, and service.
Knowledge and skills include safety awareness, confidentiality, regular attendance, integrity, role modeling, results orientation, customer focus, decision making, communication, relationship-building, teamwork, innovation, knowledge sharing, coaching, and system vision and management.
Must complete annual health screening and infection control and blood-borne pathogens education.
Must complete safety awareness education covering hospital fire, safety, and disaster procedures.

Nice To Haves

Prior leadership experience; less than one year listed as preferred.
Scheduling and registration experience if assigned to Patient Access Scheduling; less than one year listed as preferred.
Insurance verification and authorization of patient studies if assigned to Patient Access Insurance; less than one year listed as preferred.
Certified Revenue Cycle Representative certification upon hire preferred.

Responsibilities

Supervise and evaluate staff, conduct employee evaluations, measure competencies, and initiate performance improvement plans or disciplinary actions when needed.
Prepare and post work schedules according to business needs and applicable union-contract guidelines; serve as a point of contact for sick calls as assigned.
Enter and authorize payroll information in Kronos and ensure employees are paid appropriately.
Communicate process changes, work requirements, EMR changes, quality indicators, and errors to staff; conduct staff meetings and address conflict.
Interview applicants and communicate recommendations in hiring decisions.
Manage departmental financial resources, develop and monitor budgets, and control costs, including scheduled hours worked.
Evaluate operations and workflows, respond to customer needs and benchmarks, and pursue performance improvement activities.
Maintain customer-focused communication, follow up on customer problems and complaints, and encourage patient and family feedback.
Ensure required employee licenses, health checks, CPR, orientation or re-orientation, and other competencies are current where applicable.
Complete required reports and hospital reviews, and adhere to patient safety goals and confidentiality requirements.
Participate in computer-system installation or upgrades, test software, and educate staff on system capabilities.
Coordinate or assist with reports needed by other departments and serve as a resource during disaster drills or actual disasters.
Provide guidance to Patient Access Specialists about communicating the need for waivers or ABNs to check-in areas.
Manage communication with offices or patients when tests or procedures must be canceled while authorization is pending.
Perform Patient Access Specialist duties as needed during emergencies or short staffing.
Provide other assigned duties and support or technical duties of staff employees as required.
Conduct employee orientations, including patient safety and age- or population-specific competencies.
Support staff morale, resolve issues where possible, and support and attend Article 17 meetings.