Manager of Patient Access Center - Remote

Trinity Health•Albany, NY

4d•Remote

About The Position

Manager of Patient Access Center – FULL TIME. This is a fully remote position. The Manager of the Patient Access Center supports the strategic development of SPHPMA patient access initiatives, including prospective patient calling for appointments, online scheduling set up and support, patient outreach to increase follow-up adherence and data-drive performance monitoring to be reported to Executive Leadership.

Requirements

Associates Degree.
Three to five years of experience in hospital or medical setting.
Proven ability to assume increasing level of responsibility.
Demonstrated ability to handle multiple priorities in a deadline-driven environment.
Demonstrates leadership ability as evidenced by: Exceptional interpersonal and communication skills.
Excellent organizational and time management skills.
Ability to creatively problem solve.
Knowledge of medical terminology and various health insurance programs.
Strong conflict resolution skills.
Ability to motivate others as individuals as well as in group settings.
Ability to plan, organize and direct the activities of others.
Demonstrated proficiency with Microsoft Office products, including Excel.
Demonstrated proficiency with computer applications/programs.
Demonstrated proficiency with basic mathematical skills.
Demonstrated experience with delivering successful customer service.
Demonstrated experience with handling multiple priorities in a deadline driven environment.
Remaining calm under pressure and adaptable with changing priorities.

Responsibilities

Accountable for the daily activities and workflow of the Access Center, including: Allocates resources to maximize efficiencies, provide superior patient experinces, and maximize resource capacity on a day-to-day basis
Develops, updates and continuously integrates process improvement to the training program that is provided to agents. This includes agent assessments and monitoring to ensure competency and best practice standards are being followed.
Monitors productivity and performance of Access Center Representatives for appointments, customer service, prior authorizations and outreach.
Must be knowledgeable with various computer programs including, but not limited to Kronos, Windows, Peoplesoft, Excel, Workday, and EPIC.
Reviews registration/appointment accuracy via a variety of reports and records review.
Assists in developing and communicating new procedures, process changes and customer feedback improvement opportunities.
Prepares break down of data in time keeping analyzing trends in the department and to develop plans of action to correct and reduce departmental costs.
Monitors daily metrics and dashboards: number of calls presented, handled and abandoned, que times, prior authorizations, patient outreach and any other data required.
Acts as a liaison to all departments to ensure that both patient/staff needs are met in a timely manner.
Ensures timely access and scheduling for patients and physician office referrals and prior authorizations.
Works collaboratively with St. Peter’s Health Partners Medical Associates locations to ensure prior authorization approval and appropriate scheduling when applicable.
Holds agents accountable for work processes and outcomes.
Plans for, directs, and/or participates in regularly scheduled meetings and conferences with Medical Associates Leadership.
Assists in the appropriate selection of staff to meet department needs and provides for maximum utilization of skills through effective interviewing and hiring skills.
Reviews daily staffing requirements.
Coordinates and communicates schedule changes to physicians, managers and administration.
Delegates work effectively and set priorities with realistically achievable goals.
Seeks to provide a link between management and staff.
Effectively coordinates the utilization of resources allocated to the department.
In collaboration with the department senior management, is accountable for budget variances.
Monitors trends and recommends staffing adjustments based on them.
Communicates respectfully and effectively with providers, clinical staff, colleagues, managers and others.
Adheres to all St Peter’s Health Partners Medical Associates employment guidelines at all times.
Adheres to St Peter’s Health Partners Medical Associates Code of Conduct in performance of all job duties.
Cross covers other areas.
Performs other duties as assigned.