Manager Patient Access Internal Only

Ellis Medicine•Schenectady, NY

About The Position

The Manager of Patient Access manages, develops, facilitates, and supports programs related to Patient Access and Patient Information Services, customer service, patient scheduling, telephone operators, and Call Center operations. The role oversees operations for both the hospital and EMG, with a focus on revenue cycle, clinical information integration, patient access and flow, customer-service initiatives, system and data management, performance improvement, and staffing and resource allocation to meet budget and productivity standards. The manager develops and manages customer-service programs across the organization, recognizing the role Patient Access plays in shaping the patient experience. The position also manages data within the Customer Service system and oversees departmental operations, staff performance, recruitment, training, development, safety, and regulatory readiness.

Requirements

Five years of managerial experience in a healthcare setting.
Knowledge and understanding of enterprise operations and functions, including hospital and physician-office operations.
Proficiency with system and data integration, database management, spreadsheets, computer graphics, and generating standard reports.
Strong leadership and team-building skills.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Oversee departmental staff and daily activities, including assigning and prioritizing duties, monitoring labor expenses against productivity, developing work schedules, and controlling overtime.
Manage, develop, facilitate, and support programs related to Patient Access and Patient Information Services.
Oversee ED Flow Coordinators, the Patient Access Ambassador program, the Customer Service program, Call Center operations, and Telephone Operator services.
Manage operations and services across both Hospital and EMG operations.
Manage areas where Emergency Department patients register or check in, improve patient flow, and ensure patients receive appropriate supporting documentation.
Develop and revise procedures for pre-registration and scheduled services, including identifying out-of-pocket balances and collection procedures.
Coordinate and integrate activities across Registration, Scheduling, Financial Counseling, Insurance Facilitator, Information Desk, and Call Center pre-registration areas.
Communicate with patients, families, visitors, and staff, and respond promptly to requests and concerns to support quality patient care and customer service.
Facilitate and manage Interpreter Services in accordance with applicable state, federal, and local regulations.
Manage Lean initiatives and work with supervisors and staff to increase efficiency.
Maintain confidentiality when discussing patient- and staff-related issues.
Ensure staff adherence to policies and procedures; develop and implement procedures emphasizing automation and electronic initiatives; and establish and maintain staff competencies for point-of-service activities.
Identify opportunities to integrate information and pursue continuous performance improvement.
Oversee recruitment, talent retention, performance and compensation management, High-Middle-Low assessments, staff and professional development, employee training, and career advancement.
Oversee departmental performance-improvement initiatives and prepare and update statistical reports for JCAHO, health department, and other regulatory inspections or requirements.
Promote a safe working environment through safety audits and inspections and safety training; comply with legal, safety, health, fire, and sanitation codes and remain familiar with fire, safety, and disaster plans.
Coach employees, provide ongoing feedback, administer disciplinary actions, and communicate job expectations.
Demonstrate supervisory, leadership, and communication skills; adhere to Making Ellis Exceptional Standards; and initiate, promote, and support change initiatives.
Participate in the Ellis Medicine employee survey, share results with staff, and develop an action plan focused on key improvement and development indicators.