Patient Access Center Manager

Rancho Health MSO, Inc•Temecula, CA

15h

About The Position

The Patient Access Manager plays a crucial role as the primary liaison among call center team, Appointments and Solutions Center. Responsibilities include delegating tasks to the Call Center team and instructing them on office policies and procedures. In this role, the patient access manager oversees a team of up to 35 employees, at the PAC center, providing daily supervision, training, conducting performance reviews, and addressing any employee concerns or issues.

Requirements

High School diploma or the equivalent (GED).
1 year of experience in a medical office or hospital setting.
Previous experience as a Call Center Manager or similar role, preferably in the medical field.
Experience in working with Primary Care, Urgent Care, Internal Medicine, Pediatrics, Women’s Health, and Geriatrics.
Minimum two years of successful experience at Rancho Health MSO in a lead position or two years of supervisory experience in a medical setting required.
Ability to lead by example in day-to-day operations within the medical home.
Need to be skilled at interpersonal communication; must be comfortable with one-on-one meetings or leading group meetings.
Knowledge of medical terminology.
Ability to recognize when there are deficiencies in performance or when there are proficiencies in performance.
Professional verbal and written communication skills.
Understanding principles and practices of the organization, planning, records management, and general administration.
Dependability, adaptability, and confidentiality are necessary attributes.
Ability to work fairly with all office team and providers.
Ability to remain calm and professional in emergencies or disruptive situations.
Listening to all information to make an informed and fair decision indifficult situations.
Commitment to the concepts of preventative health care and team approach to health care delivery.

Nice To Haves

Spanish Speaking is a plus.

Responsibilities

Supervise and manage assigned employees, including daily operations, reviews, timecard management, training, check ins, hiring and corrective actions.
Conduct annual performance reviews.
Review and deliver employee yearly increases and bonuses.
Address employee questions and concerns in a timely manner as well as documenting as appropriate. Collaborate with HR as appropriate.
Ensure team members have the necessary resources to complete their work.
Support team members through communication, guidance, coaching, and meetings as needed.
Implement company policies and procedures.
Review and monitor time sheets to ensure compliance with meal breaks and timekeeping policies.
Collaborate with other departments and leaders on creating protocols based on best demonstrated practices.
Manage and conduct meetings with teams to discuss workflow and operations. This can include teams outside of direct reports.
Manage time effectively.
Serve as the main point of contact for office team, providers, contractors, and vendors for the PAC department.
Manage call center operations including being responsible for reviewing and meeting metrics.
Demonstrate and promote teamwork.
Demonstrate and promote the Rancho Health MSO, Inc Mission and Values.
Prioritize excellent patient care.
Follow the servant leadership culture.
Recognize and reward exceptional behavior by team members.