Patient Access Manager
About The Position
The Patient Access Manager is responsible for overseeing the operations of the scheduling and registration teams to ensure seamless patient access to care. This role includes managing daily workflows, staff performance, and resources to achieve department goals and delivering exceptional patient service. The Manager will have expertise in Electronic Medical Record (EMR) systems and play a key role in designing and optimizing telecommunications systems, call flows, and scheduling strategies. The position also involves ongoing performance monitoring, workflow evaluation, and resource planning to support the operational efficiency of the department.
Requirements
- Bachelor's Degree in Healthcare Administration, Business, or related field
- Five (5) years of experience in patient access, scheduling, or call center operations.
- Two (2) years of experience in a leadership role.
- Two (2) years of experience in a leadership role.
Responsibilities
- Electronic Medical Records (EMR): · Manage and oversee scheduling workflows within the EMR system to ensure accuracy and efficiency. · Collaborate with IT and clinical departments to optimize EMR functionality for front-end operations. · Train staff on EMR use and updates, monitor compliance, and data quality.
- Performance Monitoring: · Establish and monitor key performance indicators (KPIs) for scheduling accuracy, call center metrics, patient wait times, and staff productivity. · Conduct regular audits and analyze data to improve patient access workflows and reduce bottlenecks. · Implement performance improvement plans and track outcomes.
- Resource Management: · Develop staffing models and schedules based on patient volume, seasonal trends, and departmental needs. · Supervise and mentor access and scheduling staff; manage hiring, training, and evaluations. · Optimize use of physical and technological resources for maximum efficiency.
- Workflow Design and Evaluation: · Lead initiatives to design, document, and implement efficient and patient-centered workflows. · Conduct regular evaluations to ensure compliance with best practices and regulatory requirements. · Collaborate with cross-functional teams to refine processes and integrate feedback.
- Telecommunications Systems and Call Flow Design: · Design, implement, and evaluate telecommunication systems and call routing strategies for the scheduling department. · Develop call flow strategies to reduce hold times, improve first-call resolution, and enhance patient satisfaction. · Partner with IT and telecom vendors to troubleshoot issues and upgrade systems.
- Scheduling Strategy Development: · Design appointment scheduling protocols that align with provider availability, departmental goals, and patient needs. · Oversee centralized scheduling operations and ensure standardization across departments and locations. · Continuously assess and refine scheduling templates and algorithms.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
