Manager, Patient Access (H), Full Time, Bascom Palmer Eye Institute Miami, FL

University of Miami•Miami, FL

6d•Onsite

About The Position

The Manager, Patient Access is responsible for planning and organizing onsite patient access and business clinical operations and resources through the development and implementation of productivity monitoring, process improvement and quality standards. She/He oversees onsite patient access representatives, (PAR) and support staff including clinical business operations representatives (CBOR). The incumbent collaborates with medical directors, providers, department leads, and staff to facilitate the delivery of efficient and high-quality patient care. She/He coordinates operations with the imaging, nursing, patient access, and physician logistics departments. In support of the Institute’s mission, vision, and values, the Manager assists leadership in developing strategic and fiscal goals and objectives for growth. She/He coordinates services in compliance with regulatory requirements.

Requirements

High School Diploma required.
Three (3) to five (5) years of relevant experience required, preferably in an out-patient clinic setting, out-patient department, or admitting department in a healthcare related setting.
Consideration will be given to an appropriate combination of education/training, and proven experience.
Superior leadership skills, particularly in cultivating high-performing teams, and in developing and maintaining excellent relations with staff at all levels.
Strong organizational skills leading a combination of direct and dotted line reporting relationships.
Excellent verbal and written communications skills in English, ability to express ideas in verbal and/or written context in an exemplary fashion.
Compose complex correspondence and reports and produce power point presentations.
Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills to evaluate system requirements and to develop methodologies and/or make recommendations to maximize efficiency and performance.
Must be able to function independently and exercise sound judgment in making decisions consistent with departmental guidelines/objectives.
Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments, and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
Ability to set and maintain high standards of performance in a collegial environment, holding people accountable for achieving deliverables.
Punctuality, attendance, and flexibility essential to meet departmental needs and ensure appropriate clinic flow.
Ability to work as an integral team member under minimal supervision, in a fast-paced, complex, and highly stressful environment.
Excellent mathematical and cash management skills.
Ability to coordinate, prioritize, and organize work and patient flow.
Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA laws.
Computer literate and ability to use multiple systems and acquire proficiency in the following electronic systems: UChart Cadence/Prelude/Enterprise Billing, Passport HealthWorks Compliance Checker, Availity, RIS-PACS, CaneCare, UMCare, Intellidose, MCSL, Experian and all online verification systems used by contracted payors.

Nice To Haves

Bachelor’s degree preferred.
Bi-Lingual (English/Spanish, English/Creole, English/French, English/Arabic) a plus.
Knowledge of medical terminology preferred.

Responsibilities

Actively Manages Outpatient Clinic Daily Operations and Environment
Supervises onsite patient access and clinic support staff including clinical business operations representatives.
Monitors service productivity using organization/industry standards to improve operational efficiency and effectiveness and patient outcomes.
Conducts regular purposeful rounds of outpatient clinical facilities to evaluate patient wait time, identify bottlenecks and service gaps, and reassign staff when indicated.
Establishes daily huddles in the various clinics to engage faculty/staff in patient volume, staffing, and patient experience issues and attends huddles regularly.
Collaborates with educators, medical directors, and providers to evaluate effectiveness of standard clinical business operations representatives’ workflows and elimination of redundant or inefficient processes.
Assist with coordination of facility and equipment maintenance and upgrades as necessary.
Participates in the design and development/renovation of space for the business unit as needed including ordering appropriate equipment and instruments.
Develops and coordinates action plans for technology continuous improvement in coordination with department leadership and medical Directors.
Serves as resource to faculty regarding clinic operation and workflow and acts as primary liaison between clinical staff, faculty, and patients for daily activity coordination and escalations to ensure all needs are met.
Conducts a monthly recorded virtual meeting for clinical staff to discuss operational initiatives.
Performs or assigns supervisors to provide administrative services as needed to accommodate demands and to model staff performance.
Workforce Supervision and Structure:
Hires, terminates, promotes, counsels, and evaluates employees based on standard measures.
Collaborates with teams to plan and provide appropriate daily staffing based on provider schedules and established ratios.
Presents the daily staffing plan after personal review.
Maintains accurate records regarding staff absences, call-off shifts, and monitors bi-weekly overtime trends.
Ensures advance schedule review and appropriate resource distribution.
Manages staffing and scheduling according to established ratios.
Monitors employee attendance relative to UHealth “Attendance Standards” and “Sick Time” policy and impact on operations, colleagues, and the quality of service provided to customers.
Confers with HR to counsel employees appropriately.
Supports implementation and administration of staffing and scheduling software. Uses tools to assign/redistribute staff to maximize productivity.
Publishes “Daily Clinic Operations Report” to inform providers, supervisors, patient experience, and patient access teams about volume and staff allocation.
Oversees development of critical pathways for staff to be assigned/reassigned based on service, skill, and daily volume to support streamlined operation.
PAR & CBOR Performance and Professional Development
Develops and facilitates PAR & CBOR staff education program for new hires and ongoing knowledge development in alignment with revenue cycle and clinical business operation needs.
Implements and continuously evaluates PAR & CBOR assignment and practices related to virtual care: complete pre-visit intake, access to Care-Everywhere, facilitate patient access to video visit, appropriate use of necessary technology, and effective provider communication and support.
Recommends streamlined EPIC workflows and build enhancements in collaboration with medical director of clinical operations and IT.
Develops audit program for ongoing PAR & CBOR compliance with defined standards and implements individual performance management plans where necessary.
Facilitates team building and leadership development for areas of coverage.
Maintains strong working knowledge of the functions performed by an onsite patient access representative and clinical business operation representative.
Administrative Responsibilities
Participates in projects and strategic initiatives to include technology implementation/optimization, workflow development/redesign, development of new processes and standards, etc.
Recommends initiatives to be incorporated in the department strategic plan.
Formulates policies and guidelines to optimize operational efficiency for areas of coverage.
Ensures compliance with departmental budget, goals, HIPAA, and programmatic initiatives.
Participates in committees and task forces related to areas of coverage.
Collaborates with other disciplines to ensure educational and operational strategies are compliant with clinical standards.
Maintains current knowledge of relevant Joint Commission standards.
Patient Experience
Meets at least monthly with eye center patient experience representatives and oversees the development and implementation of action plan for improvement. Evaluates/Modifies plan for effectiveness.
Collaborates with Patient Experience leaders to incorporate patient and family-centered care service delivery and interdisciplinary communication system (CICARE) in education and orientation programs. Monitors compliance to reinforce excellent performance.