Employment Type:

Shift:

Description:

Manager of Patient Access Center – FULL TIME

If you are looking for a management position, full time, this could be your opportunity.  Here at St. Peter's Health Partner's, we care for more people in more places. This is a fully remote position.

Position Highlights:

• Quality of Life: Where career opportunities and quality of life converge
• Advancement:  Strong orientation program, generous tuition allowance and career development

What you will do:

The Manager of the Patient Access Center supports the strategic development of SPHPMA patient access initiatives, including prospective patient calling for appointments, online scheduling set up and support, patient outreach to increase follow-up adherence and data-drive performance monitoring to be reported to Executive Leadership.

Responsibilities:

Accountable for the daily activities and workflow of the Access Center, including: 

Allocates resources to maximize efficiencies, provide superior patient

experinces, and maximize resource capacity on a day-to-day basis 

Develops, updates and continuously integrates process improvement to the training program that is provided to agents.  This includes agent assessments and monitoring to ensure competency and best practice standards are being followed. 

Monitors productivity and performance of Access Center Representatives for appointments, customer service, prior authorizations and outreach. 

Must be knowledgeable with various computer programs including, but not limited to Kronos, Windows, Peoplesoft, Excel, Workday, and EPIC. 

Reviews registration/appointment accuracy via a variety of reports and records review.  Assists in developing and communicating new procedures, process changes and customer feedback improvement opportunities. Prepares break down of data in time keeping analyzing trends in the department and to develop plans of action to correct and reduce departmental costs. 

Monitors daily metrics and dashboards: number of calls presented, handled and abandoned, que times, prior authorizations, patient outreach and any other data required. 

Acts as a liaison to all departments to ensure that both patient/staff needs are met in a timely manner. 

Ensures timely access and scheduling for patients and physician office referrals and prior authorizations. 

Works collaboratively with St. Peter’s Health Partners  Medical Associates locations to ensure prior authorization approval and appropriate scheduling when applicable. 

Holds agents accountable for work processes and outcomes. 

Plans for, directs, and/or participates in regularly scheduled meetings and conferences with Medical Associates Leadership. 

Assists in the appropriate selection of staff to meet department needs and provides for maximum utilization of skills through effective interviewing and hiring skills. 

Reviews daily staffing requirements. 

Coordinates and communicates schedule changes to physicians, managers and administration. 

Delegates work effectively and set priorities with realistically achievable goals. 

Seeks to provide a link between management and staff. 

Effectively coordinates the utilization of resources allocated to the department. 

In collaboration with the department senior management, is accountable for budget variances.  Monitors trends and recommends staffing adjustments based on them. 

Communicates respectfully and effectively with providers, clinical staff, coll