GIRMC Patient Access Manager

GENERAL SUMMARY:

Manages registration and scheduling personnel in the areas of insurance verification, compliance, central scheduling of anciallary services, reception, registration, and switchboard operations. Ensures patient access personnel are answering the phone in a timely and courteous manner, providing the highest levels of patient, provider, employee and customer relations and maintains environmental control of assigned area. Promotes a favorable image of the facility to physicians, patients, insurance companies and the public.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
2. *Serves as a work resource for staff; responds to staff requests for assistance; assesses and resolves each situation as appropriate.
3. *Delegates and directs workload/periodic assignments and monitors employee's progress to ensure timely completion; ensures effective employee use of time and other resources.
4. *Interfaces with physicians, other organizations and ancillary departments to create efficient and customer-focused process for scheduling patients.
5. *Ensures staff deliver the highest level of customer service. Investigates and resolves physician, staff and patient complaints.
6. *Establishes and monitors patient access systems and processes to identify errors, exceptions, and discrepancies in the scheduling, and reception/registration process.
7. Develops and oversees the departmental budget to ensure proper operational and capital planning; appropriate and efficient use of resources; and consistent compliance to budgetary and fiscal controls.
8. *Responsible for hiring, training, supervising, coaching, mentoring, retaining and evaluating of team members.
9. Participates, collects, and prepares data to tracks trends, analyzes processes as requested, and ensures compliance with all organizational requirements.
10. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
11. Participates in meetings, committees and department projects as assigned.
12. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of organizational and personnel management standards and practices.
2. Knowledge of registration/scheduling processes in a medical or hospital setting.
3. Knowledge of performance improvement, budgetary and financial methods and practices.
4. Knowledge of management and leadership principles and practices.
5. Knowledge of quality improvement processes and corporate compliance plans related to registration.
6. Skill in conflict diffusion and resolution.
7. Ability to develop written policies and procedures, memoranda and performance evaluations with measurable behaviors.
8. Ability to communicate effectively both verbally and in writing.
9. Ability to maintain database records and maintain data integrity.
10. Ability to lead multi-disciplinary teams and work as a team member.
11. Ability to perform crucial conversations with desired outcomes.
12. Ability to make operational and management decisions in response to changing conditions.
13. Ability to direct and manage multiple areas of responsibilities through area specific leadership.
14. Ability to schedule, direct, counsel and evaluate employee work and performance.
15. Ability to establish and maintain effective working relationships with all levels of personnel, medical staff, volunteers, clinical leaders, non-clinical leaders, and diverse patient populations.
16. Ability to problem solve and engage independent critical thinking skills.
17. Ability to maintain confidentiality relevant to sensitive information.
18. Ability to prioritize work demands and work with minimal supervision.
19. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High school diploma or equivalency required. Bachelors degree in business or healthcare related field preferred. Minimum of three (3) years progressively responsible work experience in a hospital or medical business office, with a minimum of two (2) years supervisory or management experience required.