Overview

*This role manages our Project Manager and Coordinator staff that support key vendor platforms and relationships.

Description

The Manager, Patient Access Operations provides coordination and oversight, critical thinking, and accountability for the daily execution of patient access operations. This position works directly with physicians to improve patient access to care. Analyzes organizational systems and processes and makes recommendations for improvements in patient access. Participates in and coordinates activity related to operational analysis, financial analysis, and/or process improvement initiative.

• 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 appointment 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.
• Manages 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.
• Monitors department budget as assigned to ensure compliance with fiscal constraints.
• Keeps current on insurance regulations, managed care contracts billing regulations, coding and fee schedules.
• 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).
• 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.
• Compile management reports as requested.
• Assist with new system module review and implementation.

MINIMUM QUALIFICATIONS:

• Bachelor's degree required.
• Master's degree preferred and two years of experience in healthcare operations or related field required, preferably in patient access.
• OR 7-years experience in healthcare operations or related field in lieu of a bachelor's degree
• OR 5-years years experience within EHC in lieu of a bachelor's degree.
• Graduation from the Operations Development Program (ODP) in lieu of experience requirements. 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.

Additional Details

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 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.