Manager Patient Access (Remote) - Neurology

Washington University in St. Louis

1d • Remote

About The Position

A patient or referring physician’s point of access to the department is typically through the scheduling hub or contact center. This position will manage the contact center and the critical functions including patient registration, patient scheduling, ensuring appropriate triage of incoming medical calls, provider schedules and templates, and pre-arrival. Technical training and optimization processes to increase quality and efficiency and strategic planning are critical, as a primary goal is to improve the patient access experience across the department.

Requirements

• Bachelor’s degree or combination of education and/or experience may substitute for minimum education.
• Management (5 Years)

Nice To Haves

• Medical Assistant or nursing experience preferred.
• Strong understanding of WUSM contracted insurance plans.
• Master's degree
• Communication
• Customer Service
• Epic Applications
• Executive Function
• Interpersonal Communication
• Interview Techniques
• Negotiation
• Patient Counseling
• People Management
• Problem Solving

Responsibilities

• Contact Center Management: Manage contact center staff and operations for department.
• Maintain and grow services by developing positive customer (patient and referring physician) relationships and high levels of customer satisfaction.
• Provide management direction and assistance in resolving issues and complaints by team members, physicians, patients and referring physician offices.
• Oversee patient scheduling and registration functions ensuring that patients (excluding those with non-contracted plans) are scheduled at the right time, with the right provider at the right location with the right information.
• Ensure staff has adequate training and resources to properly field patient needs and address insurance issues.
• Ensure that immediate and appropriate action is taken via triage of urgent medical conditions.
• Provider Schedule/Template Management: Work closely with physicians, the Director of Clinical Operations and Vice Chair Clinical Operations to ensure provider schedules are built appropriately to reflect practice goals and needs.
• Regularly review utilization reports of providers schedules to ensure providers and locations are optimized for patient volume/through-put.
• Strategize with other department leaders to continue to improve patient access to department and providers.
• Manage staff who perform pre-arrival review of scheduled patients, ensuring that insurance is accurate/up to date and necessary referrals are secured.
• Strategic and Operational Management: Develop and implement performance and quality improvement processes related to patient scheduling, template and access; monitor for effectiveness of these processes.
• Work with department Access Committee to develop and implement new and best practices.
• Interface with Director of Clinical Operations, clinic managers, billing manager, coding manager and nursing staff to assure patient contact services are relevant, effective and efficient.
• Provide reports and analysis on contact center services.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees