JOB SUMMARY: The Practice Manager for Access and Experience is a key leader in the St. Peter’s Health Medical Group responsible for creating ease of access to clinical services, an excellent patient experience, and a seamless scheduling and registration process for our patients. The Access and Experience Manager will lead and support a team of approximately 60 Patient Access Specialists, Referral Agents, and third party contracted phone agents. This leader will focus a majority of their time on developing people through individual training, coaching, and mentoring as well as developing a team culture of mutual support, collaboration, pride, and a sense of purpose and belonging. Success in this role will be determined by the experience and ease of interaction for our patients as they seek services at St. Peter’s Health on the phone, online, and in person. The Practice Manager for Access and Experience will be supported by St. Peter’s Health Medical Group leadership including the President of the Medical Group, Chief Operating Officer, Practice Administrator, and the Clinical Practice Managers. 

KEY RESULTS: The majority of patients that access care at St. Peter’s Health do so through St. Peter’s Health Medical Group clinics. The ease with which patients access services and the way they are treated sets the tone for all their interactions with St. Peter’s and has the potential to create wonderful, long-lasting, loyal relationships that are essential to fulfill our mission to improve the health, wellness and quality of life of the people and communities we serve. The Practice Manager for Access and Experience will lead the team that creates these critical first impressions and maintains the valuable ongoing relationships with patients that will keep them connected to their providers and care teams at St. Peter’s Health. With this purpose in mind, the four primary key results areas for this position include:

1. Ease of Access. Patients should have an easy and seamless experience when they connect with St. Peter’s Health over the phone, online, and in-person. The Access and Experience Manager will ensure that our technology systems, workflow processes, patient access specialists, referral agents, and third party partners are all aligned to deliver on this goal. Success in this area will be measured by phone call answer rates, time from referral to first contact, time from contact to scheduled appointment, utilization of online scheduling, and ultimately the number of new patients establishing with SPH and the retention of already established patients with SPH.
2. Patient Experience. It is our privilege to take care of patients, families, and our community and we are honored that they trust us with their care. This attitude and approach must be a core understanding and purpose among our access team. Success in this area will be measured by how much our patients feel we care for them and care about them. This is measured through formal patient experience surveys, patient storytelling (word of mouth), patient complaints/grievances, and ultimately the number of new patients establishing with SPH and the retention of already established patients with SPH. 
3. People Development. To deliver an exceptional experience we need great people who find value and purpose in their work. The Access and Experience Manager will be successful when their team is successful. The team will be successful when they are provided the training and environment to continually get better at their job, have greater and greater autonomy, and clearly understand the importance and impact of their work. Success in this area will be measured by the quality and frequency of formal and informal training, coaching, and mentoring. Retention rates, ladder advancement rates, and team member engagement scores will be key indicators for success in this area. 
4. Reliable Scheduling and Registration. Delivering easy access and experience includes leveraging technology effectively and creating processes and workflows that produce reliable outcomes for patients, providers, care teams, prior authorization partners, coders, and billers. Scheduling the right appointment, with the right provider, at the right time, and having the pertinent registration, insurance, prior authorization, medical records, and pre-visit documentation in place is complex. The Access and Experience Manager will understand the importance and impact of these activities on all parties. Success in this area will be measured on complete registration rates, insurance verification and denial rates, along with speed to error efficiency ratios associated with schedgistration (scheduling and registration). 

OTHER: Prepares, utilizes, and presents management reports demonstrating key metrics and performance levels. Maintains current knowledge of industry developments and technology and acts as the area’s “superuser” for any technology used directly by the access teams. Works collaboratively with teams and departments within the organization to ensure full integration of patient access. Knowledgeable regarding HIPAA and other rules and regulations related to patient privacy and ensure staff are trained and comply with policies, procedures and regulations. Serves as a member of organizational committees and leadership teams as assigned. 

KNOWLEDGE/EXPERIENCE: Demonstrated experience in leading and developing individuals and teams required. Experience working and leading in a customer / patient experience focused role required. Demonstrated ability to handle escalated customer inquiries and complaints. Experience leading in a healthcare setting preferred. Experience in the use of typical administrative software tools and reporting systems. Demonstrated ability to effectively lead through change. Demonstrated ability to communicate in a professional/courteous manner; manage complex and multiple tasks within assigned time-period; work independently; and ability to manage a budget also required. Demonstrated ability to prioritize, multi-task and adapt to a fast-paced work environment. 

EDUCATION: Bachelor’s Degree in healthcare, business, or related field or equivalent experience required. Master’s degree or other professional certifications preferred. 

LICENSE/CERTIFICATION/REGISTRY: None.

LEADERSHIP ATTRIBUTES:

*Demonstrated ability to manage for results in key areas such as clinical quality, service excellence, people management, and financial management.

*Demonstrated ability to create an environment of mutual trust and respect and two-way communication.

*Demonstrated ability to hire, retain, develop, and promote talented people and build team spirit.

*Demonstrated ability to actively pursue positive change, both personally and organizationally. Demonstrated ability to adapt to change.

*Demonstrated willingness to serve key constituents, including patients, coworkers, physicians, the community, and the organization and to exceed customer expectations.

*Demonstrated ability to work in interdisciplinary team for the benefit of the organization as a whole.

*Demonstrated ability to control limited healthcare resources by effectively managing the organization's human, financial, technological, and other key resources.

*Demonstrated ability to organize the parts of a problem or situation by breaking it apart into small pieces, making systematic comparisons of different features or aspects and taking a step-by-step approach. Demonstrated ability to probe and ask questions, seeking first to understand before being understood.

*Demonstrates integrity by actions that are consistent with what she/he says, communicating ideas openly and directly, and welcoming openness and honesty from others.

*Demonstrated ability and commitment to foster the growth and development of others.

*Demonstrated ability to create a shared mission and vision and to effectively direct the activities of individuals and groups towards the accomplishment of established goals.

*Demonstrated ability to effectively communicate verbally and in writing.

*Demonstrated ability to manage multiple and conflicting priorities, stressors, deadlines, difficult situations and/or customers effectively.