Patient Access Manager - UI Patient Access Center

University of Iowa•Iowa City, IA

About The Position

The Patient Access Manager's responsibility will be to provide strategic leadership for centralized ambulatory patient access operations within the UI Patient Access Center, ensuring efficient scheduling, visit coordination, and exceptional patient experience. This will include regularly collaborating with clinical and administrative stakeholders to optimize scheduling workflows, enhance access, and support organizational goals. This position will develop and monitor reporting tools to evaluate staff and system performance and drive continuous improvement. This position may perform other duties as assigned.

Requirements

A bachelor’s degree or an equivalent combination of education and experience is required.
3-5 years of administrative experience, including direct staff supervision, is required.
Strong communication skills with experience in presentations and public speaking is required.
Proficiency in spreadsheet and database applications and data analysis is required.
Commitment to patient and employee satisfaction is required.
Knowledge of patient scheduling workflows and electronic systems (Epic preferred) is required.
Demonstrated ability to collaborate effectively in a team environment to achieve departmental objectives and deadlines, while exercising self-direction and sound judgment in prioritizing multiple projects and assignments is required.
Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments.

Nice To Haves

Experience in a contact center is desired.
Leadership experience in a healthcare setting is desired.
Documented ability to communicate effectively with physicians, medical personnel, administrators, supervisors, and staff to foster collaboration is desired.
Proficiency in Microsoft applications (including OneNote, Excel, and Word) and experience with business intelligence and data visualization platforms, such as Power BI and Tableau, is desired.
Knowledge of UI Health Care policies, procedures, and regulations is desired.

Responsibilities

Oversee centralized scheduling and visit management processes to ensure timely and accurate patient access across the ambulatory clinical enterprise.
Supervise and develop patient access staff to achieve departmental goals and deliver exceptional service.
Manage contact center operations within their assigned areas, including inbound, outbound, and electronic scheduling requests.
Implement and monitor performance metrics to improve staff efficiency and patient satisfaction.
Lead system upgrade initiatives and workflow enhancements in collaboration with HCIS and clinical teams.
Partner with clinical department leadership, PFS, HCIS, and other internal and external constituents to resolve scheduling issues and optimize processes.
Collaborate with the Director of the UI Patient Access Center on strategic initiatives and operational improvements.
Clearly define and communicate expectations to support staff to ensure alignment with operational goals.
Foster and maintain effective working relationships with faculty, staff, and students across multiple UI Health Care support departments.
Align activities with and actively support the strategic goals of the UI Patient Access Center.
Serve as a primary liaison between clinic and hospital staff at all organizational levels to facilitate optimal patient access and appointment scheduling.
Monitor the telephony system and assign/reassign the daily work of staff based on business needs.
Provide functional and administrative supervision for scheduling and support staff, including hiring, work assignment and prioritization, performance evaluations, and disciplinary actions.
Hire, develop, and manage staff performance, including service on search committees and contributing to hiring decisions.
Ensure compliance of scheduling staff with all UI Health Care policies and procedures.
Maintain ongoing communication with staff to motivate, provide development opportunities, and recognize accomplishments.
Prepare and, when requested, present special and periodic operational and financial reports to support decision-making and organizational transparency.