Sr Manager, Patient Access Ops

Overview

Be inspired. Be valued. Belong. 

 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs...and more

Description

OVERVIEW:

• Responsible for oversight and management of clinical access operations.
• Analyzes and plans organizational systems and processes and makes recommendations for improvements in patient access.
• Leads the implementation of solutions.
• Leads activities related to operational analysis, financial analysis, and/or process improvement initiatives.
• Provides direct operational oversight, financial leadership, critical thinking, strategy development, and accountability for the daily execution of patient access operations.
• Recognizes and implements solutions in an effort to rectify patient access to care deficiencies, applies PASS principles and methodologies.
• Proactively manages physician scheduling to reduce patient appointment wait time and improve patient access throughout.
• Assure visit types are optimized and followed.
• Assure all appoint slots are utilized appropriately.
• Manage overbooks appropriately to minimize impact on scheduled patients.
• Assure physician schedules contain 210 minutes sessions and do not deviate from PASS standards.
• Maintain knowledge base of outpatient scheduling requirements and procedures.
• Implements PASS initiatives at a system-wide level.
• Work directly with physicians to improve patient access to care.
• Managers staff and employee performance.
• Plans, assigns and directs work.
• Provides ongoing performance feedback, addresses problems, orients and trains new employees and resolves human resource related issues.
• Collaborates closely with call center manager to ensure continuous open communication about clinical operations that affect the call center operations.
• Communicates and coordinates between PASS and Clinical section to support the implementation of operational changes and new initiatives that will improve the patient experience and achieve project goals.
• Interprets, ensures and facilitates information exchange to Sections and promotes open communication with Section staff.
• Analyzes and prepares appropriate response and action to problems as they are identified.
• Reports issues to section administrators and PASS leadership as identified.
• Collaborates with all team members to promote compliance with The Emory Clinic patient scheduling procedures, and establish uniform application of policy.
• Proactively manages access scorecard, including 3rd next, No-show, room utilization, and appointment utilization, and identifies trends.
• Works with the section administrators to develop and implement action plan to address trends as appropriate.
• Monitor and act on the master scheduling audit tool (bumps/cancels/sign-offs on scheduling changes, etc.
• Monitor and act on the appointment utilization capacity report.
• Monitor and act on physician clinical commitment.
• Monitor and act on Press Ganey scores and drivers.
• Create and compile management reports as requested.
• Lead and direct new system module review and implementation.
• Implement and monitor department budget to ensure compliance with fiscal requirements.
• Plans, administers and monitors the operations and personnel budgets.
• Regularly reviews year to date expenditures and implements corrective action as necessary.
• Keep current on insurance regulations, managed care contracts billing regulations, coding and fee schedules.
• Ensure assigned staff understand insurance regulations, coding and fee schedules.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS: 

• Education:
  • • Bachelor's degree in business administration, finance, healthcare administration or related field. 
• Experience:
  • • Four years of experience in healthcare operations required, preferably in patient access.
    • Minimum requirement of 2 years supervisory/manager experience.
    • An equivalent combination of relevant experience and two years of supervisory/managerial experience may be considered in lieu of a degree.
• Knowledge, Skills, and Abilities:
  • • Demonstrated skills in critical thinking and innovative problem solving.
    • Demonstrated strength in customer service skills for internal and external customers.
    • Demonstrated skills in human relations, time management, oral and written communications.
    • Demonstrated computer skills.
    • Preferred Qualifications: Master's degree preferred. PHYSICAL REQUIREMENTS: (Light); 11-20 lbs ,0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent sitting; close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

 

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at [email protected]. Please note that one week's advance notice is preferred.