Patient Access Manager - Methodist Le Bonheur Healthcare : Job Details

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, weve served the health care needs of the people of Memphis and the Mid-South. Manages the day-to-day activities/operations of the Patient Access Center for the Physician Practice areas. Works closely with physician offices, ancillary departments and their leaders, and administration to ensure accuracy and efficiency of scheduling for physician practice clinics. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence. A Brief Overview Manages the day-to-day activities/operations of the Patient Access Center for the Physician Practice areas. Works closely with physician offices, ancillary departments and their leaders, and administration to ensure accuracy and efficiency of scheduling for physician practice clinics. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. What you will do Manages daily operations of the Patient Access Center. Identifies and develops new processes/action plans to ensure operations of the department are efficient and effective. Uses CCMIS or related software to monitor call volumes, abandoned calls, call times, etc. to ensure efficiency and customer service levels. Manages oversight to the guided workflow software to ensure workflows are accurate, updated and being adhered to. Actively monitors and oversees patient access to the enterprise via appointment scheduling and other avenues. Ensures that Medical Necessity protocols and processes are followed to meet payer requirements and to minimize denials. Plans and schedules work ensuring distribution of assignments and adequate staffing based on workload and productivity standards. Acts as resource for staff when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments. Resolves and investigates internal and external customer issues timely and consistently and proactively institutes processes to guarantee customer service excellence and Associate accountability. Monitors staff productivity, completes management reports; reviews and monitors calls and customer service. Produces and oversees departmental reports regarding call volume and call performance to Corporate Director. Makes recommendations regarding improvement opportunities as appropriate. Manages the providers schedule templates per the requests of the Office Manager/Practice Manager, which includes vacation/out of office schedule blocks, location changes, etc. for all three offices. Monitors Associates performance and clarifies work expectations, assists with goal setting, and promotes cooperation among individuals and groups. Maintains and develops a competent, productive, and quality conscious workforce by hiring, evaluating performance, counseling, training, issuing corrective action, and recommending promotion or discharge of department personnel according to the MLH value system. Develops and implements processes through orientation, training and education to ensure that the competence of all staff members is assessed, maintained, improved and demonstrated throughout their employment. Works as a Central scheduling rep when needed. Education/Formal Training Requirements Bachelor's Degree Accounting Bachelor's Degree Business Administration/Management Bachelor's Degree Data Analytics Bachelor's Degree Healthcare Work Experience Requirements Data analytics Electronic medical record systems Process improvement Knowledge, Skills and Abilities Strong organizational, analytical and administrative skills. Knowledge of medical procedural protocols related to appointment scheduling. Must be proficient in MS Office applications. Demonstrates leadership abilities, judgment and supervisory skills in organizing work, assigning staff and making exceptions to policy. Demonstrates good customer service skills. Skill and proficiency in verbal and written communications. Ability to apply critical thinking skills to identify problems, research alternatives, and recommend solutions. Ability to work without close supervision and to exercise independent judgment. Ability to organize multiple tasks and projects and maintain control of own and others work flow. Ability to provide leadership and motivate support staff. Ability to interact effectively with patients, their families, medical staff, Associates, and coworkers. Supervision Provided by this Position Manages associates within the department. Physical Demands The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion. Must have good balance and coordination. The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently. The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading. The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work. Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity. Education: Bachelor's Degree: Accounting (Required), Bachelor's Degree: Business Administration/Management, Bachelor's Degree: Data Analytics, Bachelor's Degree: Healthcare Work Experience: Data analytics, Electronic medical record systems, Process improvement Certifications: Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.