Emory Healthcare/Emory University Senior Manager, Patient Access Operations in Atlanta, Georgia
JOB DESCRIPTION: Responsible for oversight and management of clinical access operations. Analyzes and plans organizational systems and processes and makes recommendations for improvements in patient access. Leads the implementation of solutions. Leads activities related to operational analysis, financial analysis, and/or process improvement initiatives. Provides direct operational oversight, financial leadership, critical thinking, strategy development, and accountability for the daily execution of patient access operations. 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 appoint 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. Implements PASS initiatives at a system-wide level. Work directly with physicians to improve patient access to care. Managers 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. 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, etc. 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. Create and compile management reports as requested. Lead and direct new system module review and implementation. Implement and monitor department budget to ensure compliance with fiscal requirements. Plans, administers and monitors the operations and personnel budgets. Regularly reviews year to date expenditures and implements corrective action as necessary. Keep current on insurance regulations, managed care contracts billing regulations, coding and fee schedules. Ensure assigned staff understand insurance regulations, coding and fee schedules. Performs other related duties as required.
Bachelor's degree in business administration, finance, healthcare administration or related field.
Master's degree preferred.
Four years of experience in healthcare operations required, preferably in patient access.
Minimum requirement of 2 years supervisory/manager experience.
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.
The combination of education and experience may be considered in lieu of experience.
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 area and tasks. 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.
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Division The Emory Clinic
Campus Location Atlanta, GA, 30322
Campus Location US-GA-Atlanta
Department TEC IM Admin Administration
Job Type Regular Full-Time
Job Number 69171
Job Category Clerical & Administrative
Standard Hours 40 Hours
Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.
Emory Healthcare/Emory University
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