[Hiring] Manager of Patient Access Center @Trinity Health

Role 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
• Data-driven 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 experiences, and maximize resource capacity on a day-to-day basis
• Develops, updates and continuously integrates process improvement to the training program provided to agents, including agent assessments and monitoring to ensure competency and best practice standards are 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 breakdown of data in timekeeping, analyzing trends in the department and developing plans of action to correct and reduce departmental costs
• Monitors daily metrics and dashboards: number of calls presented, handled and abandoned, queue times, prior authorizations, patient outreach, and any other required data
• 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 sets 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, colleagues, managers, and others
• Adheres to all St Peter’s Health Partners Medical Associates employment guidelines at all times
• Adheres to St Peter’s Health Partners Medical Associates Code of Conduct in performance of all job duties
• Cross covers other areas
• Performs other duties as assigned

Qualifications

• Associates Degree
• Three to five years of experience in a hospital or medical setting
• Proven ability to assume increasing levels of responsibility
• Demonstrated ability to handle multiple priorities in a deadline-driven environment
• Exceptional interpersonal and communication skills
• Excellent organizational and time management skills
• Ability to creatively problem solve
• Knowledge of medical terminology and various health insurance programs
• Strong conflict resolution skills
• Ability to motivate others as individuals as well as in group settings
• Ability to plan, organize and direct the activities of others
• Demonstrated proficiency with Microsoft Office products, including Excel
• Demonstrated proficiency with computer applications/programs
• Demonstrated proficiency with basic mathematical skills
• Demonstrated experience with delivering successful customer service
• Demonstrated experience with handling multiple priorities in a deadline-driven environment
• Remaining calm under pressure and adaptable with changing priorities

Benefits

• Pay range: $30.00-$43.50
• Pay is based on experience, skills, and education
• Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates
• The pay range may also vary within the stated range based on location

Company Description

Our Commitment: Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.