Manager, Patient Access/CBO | MMG

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!
 

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.
 

Manages the day-to-day activities/operations of the Patient Access Center for the Physician Practice areas. Works closely with physician offices, ancillary departments and their leaders, and administration to ensure accuracy and efficiency of scheduling for physician practice clinics. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

 

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Manages the day-to-day activities/operations of the Patient Access Center for the Physician Practice areas. Works closely with physician offices, ancillary departments and their leaders, and administration to ensure accuracy and efficiency of scheduling for physician practice clinics. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Manages daily operations of the Patient Access Center. Identifies and develops new processes/action plans to ensure operations of the department are efficient and effective.
• Uses CCMIS or related software to monitor call volumes, abandoned calls, call times, etc. to ensure efficiency and customer service levels. Manages oversight to the guided workflow software to ensure workflows are accurate, updated and being adhered to.
• Actively monitors and oversees patient access to the enterprise via appointment scheduling and other avenues.
• Ensures that Medical Necessity protocols and processes are followed to meet payer requirements and to minimize denials.
• Plans and schedules work ensuring distribution of assignments and adequate staffing based on workload and productivity standards.
• Acts as resource for staff when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
• Resolves and investigates internal and external customer issues timely and consistently and proactively institutes processes to guarantee customer service excellence and Associate accountability.
• Monitors staff productivity, completes management reports; reviews and monitors calls and customer service.
• Produces and oversees departmental reports regarding call volume and call performance to Corporate Director. Makes recommendations regarding improvement opportunities as appropriate.
• Manages the providers’ schedule templates per the requests of the Office Manager/Practice Manager, which includes vacation/out of office schedule blocks, location changes, etc. for all three offices.
• Monitors Associates performance and clarifies work expectations, assists with goal setting, and promotes cooperation among individuals and groups.
• Maintains and develops a competent, productive, and quality conscious workforce by hiring, evaluating performance, counseling, training, issuing corrective action, and recommending promotion or discharge of department personnel according to the MLH value system.
• Develops and implements processes through orientation, training and education to ensure that the competence of all staff members is assessed, maintained, improved and demonstrated throughout their employment.
• Works as a Central scheduling rep when needed.

Education/Formal Training Requirements

• Bachelor's Degree Accounting
• Bachelor's Degree Business Administration/Management
• Bachelor's Degree Data Analytics
• Bachelor's Degree Healthcare

Work Experience Requirements

• Data analytics
• Electronic medical record systems
• Process improvement

Knowledge, Skills and Abilities

• Strong organizational, analytical and administrative skills.
• Knowledge of medical procedural protocols related to appointment scheduling.
• Must be proficient in MS Office applications.
• Demonstrates leadership abilities, judgment and supervisory skills in organizing work, assigning staff and making exceptions to policy.
• Demonstrates good customer service skills.
• Skill and proficiency in verbal and written communications.
• Ability to apply critical thinking skills to identify problems, research alternatives, and recommend solutions.
• Ability to work without close supervision and to exerc