Manager of Patient Access-Central DuPage Hospital

Northwestern Medicine • Winfield, IL

257d

About The Position

The Access Manager reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The Access Manager leads operations within the NMHC Access Division which operates registration desks, practice and hospital scheduling, hospital operators, physician referral services, financial clearance and financial counseling services across the NM System. The Access Manager is responsible for fiscal, human resource, and quality outcomes for their defined service or department. The Manager places the needs of the patient and other customers as a first priority and demonstrates the skills necessary to meet and exceed expectations. The Manager engages others on a clearly defined, clearly communicated vision and engages individuals and groups to achieve that vision. The Manager identifies and develops organizational talent and embraces continuous learning of self and others. The Access Manager oversees all aspects of the provision of services including the maintenance of safety, performance, quality, practice guidelines, service delivery and patient and customer satisfaction. This position is responsible for financial control and accountability for establishing and monitoring its operating and capital budgets.

Requirements

• Bachelor's degree in Health Care or related field
• Progressive leadership experience
• Excellent communication and interpersonal skills
• Proficient problem solving and decision making skills, with ability to confront and resolve issues

Nice To Haves

• Master's degree
• Experience with automated call center management, measurement and reporting for Access Managers overseeing contact centers

Responsibilities

• Establishes, implements, and monitors the unit or service areas capital and operating budget to achieve defined targets.
• Recruits and retains staff members consistent with the unit and organizations human resource plan.
• Develops systems for the responsible use of all hospital and practice resources.
• Defines and advances support systems (Telecom, Scheduling and Registration) process in support of departmental, patient and Access Division needs.
• Ensures all staff are trained and developed in all aspects of operations to optimize operational efficiency and effectiveness.
• Clearly identifies the internal and external customer(s) for their unit or service area and their respective requirements/expectations.
• Actively seeks methods of concurrent and retrospective feedback from customers, listens to customer feedback and implements solutions and/or interventions as appropriate.
• Translates organizational vision into a unit or service area vision that engages staff in contributing to and achieving that vision.
• Provides daily, just-in-time feedback to improve performance and self-esteem of staff.
• Tracks coaching discussions and actual performance of associates to ensure accountability.
• Seeks ways to match staff members talents and career interests with organizational opportunities.
• Continually examines ways to improve business relationships with customers, suppliers, community, etc.
• Ensures measurement and achievement of key performance indicators of the department and devises improvement strategies where needed to ensure performance.
• Measures performance against goals in dashboards produced to customers.
• Ensures the development, delivery and maintenance of technical in-service and continuing education programs to ensure the continuing evolution of staff competence.
• Collaborates with medical leadership in the development and implementation of programs/systems.
• Maintains current knowledge of technical/clinical requirement of the department.
• Monitors patient satisfaction on a regular, periodic and consistent basis and takes appropriate action based upon customer feedback.

Benefits

• Wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Hospitals
• Education Level: Bachelor's degree