Sr Manager, Patient Access Ops

Emory Healthcare•Tucker, GA

3d•$39 - $48

About The Position

The Sr Manager, Patient Access Ops is responsible for overseeing and managing clinical access operations. The role analyzes organizational systems and processes, recommends improvements to patient access, and leads the implementation of solutions and operational, financial, and process-improvement initiatives. It provides direct operational oversight, financial leadership, strategy development, and accountability for the daily execution of patient access operations. The position works to address deficiencies in access to care, applies PASS principles and methodologies, and implements PASS initiatives at a system-wide level. It works directly with physicians to improve access, manages scheduling practices and performance measures, and partners with clinical sections and call center leadership to support operational changes and improve the patient experience. The manager leads staff performance and daily work, including training, feedback, and resolution of human-resource issues. The role also manages departmental operations and budgets, reviews expenditures, maintains knowledge of insurance and billing requirements, and leads review and implementation of new system modules.

Requirements

Bachelor's degree in business administration, finance, healthcare administration, or a related field.
Four years of experience in healthcare operations; patient-access experience is preferred.
At least two years of supervisory or management experience.
An equivalent combination of relevant experience and two years of supervisory or managerial experience may be considered in lieu of a degree.
Demonstrated critical-thinking and innovative problem-solving skills.
Demonstrated customer-service skills for internal and external customers.
Demonstrated human-relations, time-management, oral-communication, and written-communication skills.
Demonstrated computer skills.

Nice To Haves

Master's degree preferred.
Experience in patient access preferred.

Responsibilities

Oversee and manage clinical access operations, providing operational oversight, financial leadership, strategy development, and accountability for daily execution.
Analyze organizational systems and processes, recommend patient-access improvements, and lead implementation of solutions and process-improvement initiatives.
Apply PASS principles and methodologies, address access-to-care deficiencies, and implement PASS initiatives system-wide.
Proactively manage physician scheduling to reduce appointment wait times and improve patient access.
Ensure visit types are optimized and followed, appointment slots are used appropriately, and overbooks are managed to minimize impact on scheduled patients.
Ensure physician schedules contain 210-minute sessions and comply with PASS standards.
Maintain knowledge of outpatient scheduling requirements and procedures and work directly with physicians to improve access to care.
Manage staff performance; plan, assign, and direct work; provide ongoing feedback; address problems; orient and train new employees; and resolve human-resource-related issues.
Collaborate with the call center manager on clinical operations that affect call center operations.
Coordinate between PASS and clinical sections to support operational changes and initiatives that improve the patient experience and achieve project goals.
Facilitate information exchange with sections, promote open communication, respond to identified problems, and report issues to section administrators and PASS leadership.
Promote compliance with The Emory Clinic patient scheduling procedures and consistent application of policy.
Manage the access scorecard, including third-next-available, no-show, room-utilization, and appointment-utilization measures; identify trends and work with section administrators on action plans.
Monitor and act on the master scheduling audit tool, appointment-utilization capacity report, physician clinical commitment, and Press Ganey scores and drivers.
Create and compile management reports as requested.
Lead and direct review and implementation of new system modules.
Implement and monitor the department budget, plan and administer operations and personnel budgets, review year-to-date expenditures, and take corrective action as necessary.
Keep current on insurance regulations, managed-care contracts, billing regulations, coding, and fee schedules, and ensure assigned staff understand these requirements.
Perform other related duties as required.