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Manager, Patient Access

4 months ago

Coral Gables, United States InsideHigherEd Full time
Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.

  • Conducts new hire training of clinical business operations representatives (CBORs) and remote-hybrid coordination of care (COC) support staff.
  • Monitors quality and productivity using organization/industry standards to improve operational efficiency and effectiveness.
  • Conducts regular purposeful rounds of outpatient clinical units to identify bottlenecks and service gaps and collaborates with Onsite Patient Access (OPA) clinic managers in reassigning staff when indicated.
  • Participates in daily huddles in the various clinics to engage faculty/staff in training efforts, patient volume assessment, staffing, and patient experience issues.
  • Collaborates with providers and clinical managers to evaluate effectiveness of the training program.
  • Identifies workflows and process improvement opportunities to eliminate redundant or inefficient processes.
  • Assist with coordination of facility and equipment maintenance and upgrades, as necessary.
  • Participates in the design and development/renovation of space for the business unit as needed including ordering appropriate equipment.
  • Develops and coordinates action plans for technology continuous improvement in coordination with department leadership.
  • Serves as a resource to faculty regarding business clinic operations workflows and acts as a support system to ensure all needs are met.
  • Conducts a monthly recorded virtual meeting for remote-hybrid staff to discuss operational initiatives.

Workforce Supervision and Structure:

  • Participates in screening, hiring, counseling, and evaluating employees based on standard measures.
  • Collaborates with OPA clinic managers to plan and provide appropriate daily staff training based on provider schedules.
  • Maintains accurate records regarding staff absences, call-off shifts, and monitors bi-weekly overtime trends for remote-hybrid staff.
  • Manages remote-hybrid staffing and scheduling according to workload and departmental needs.
  • Monitors employee attendance relative to UHealth “Attendance Standards” and “Sick Time” policy and impact on operations, colleagues, and the quality of service provided to customers. Confers with HR to counsel employees appropriately.
  • Supports implementation and administration of staffing and scheduling software. Uses tools to assign/redistribute staff to maximize productivity.
  • Publishes “Monthly Coordination of Care Productivity Report” to department leadership.
  • Oversees development of critical pathways for staff to be assigned/reassigned based on service, skill, and daily volume to support streamlined operation.

Training, Performance and Professional Development

  • Develops lesson plans, curriculum, training manuals, classroom exercises, competency assessment and testing for new hires in support of the employees’ roles and job functions.
  • Develops and provides post-training support for end users including reinforcement work sessions, departmental rounding, and on-the-job refresher in-services.
  • Implements and continuously evaluates CBOR assignment and practices related to virtual care: complete pre-visit intake, access to CareEverywhere, appropriate use of necessary technology, and effective provider communication and support.
  • Recommends streamlined EPIC workflows and build enhancements in collaboration with clinical operations leadership and IT.
  • Develops audit program for ongoing CBOR compliance with defined standards and implements individual performance management plans where necessary.
  • Reviews and closely monitors patient work queues, by-passed warnings, and denial reports to identify performance gaps, trends, and areas of opportunities and conducts specialized training as needed.
  • Stays current on all application systems utilized and function as the SME (Subject Matter Expert) for all questions or concerns regarding departmental guidelines, policies, and procedures in the areas of clinical business operations, and remote-hybrid coordination of care.
  • Facilitates team building and leadership development for areas of coverage.
  • Participates and works with the OPA management team to solicit feedback and to develop testing and evaluation processes to assess and measure effectiveness of training program.
  • Works closely with the OPA Leadership team in identifying strengths and opportunities for each team member, providing objective feedback with supporting quality assurance documentation.

Administrative Responsibilities

  • Participates in projects and strategic initiatives to include technology implementation/optimization, workflow development/redesign, development of new processes and standards, etc.
  • Recommends initiatives to be incorporated in the department strategic plan.
  • Formulates policies and guidelines to optimize operational efficiency for areas of coverage.
  • Ensures compliance with departmental budget, goals, HIPAA, and programmatic initiatives.
  • Participates in committees and task forces related to areas of coverage.
  • Collaborates with other disciplines to ensure educational and operational strategies are compliant with clinical standards.
  • Maintains current knowledge of relevant Joint Commission standards.

Patient Experience

  • Meets periodically with patient experience representatives and participates in the development and implementation of action plans for improvement.
  • Collaborates with Patient Experience leaders to incorporate patient and family-centered care service delivery and interdisciplinary communication system (CICARE) in education and orientation programs. Monitors compliance to reinforce excellent performance.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

EDUCATION

  • High school diploma or equivalent required
  • Bachelor’s degree in relevant field preferred
  • Six sigma green belt preferred, or completion within one year of employment

EXPERIENCE

  • Minimum of 5 years of leadership experience in a healthcare environment overseeing clinic business operations
  • Working Knowledge of Epic and Patient Access processes
  • Ophthalmology outpatient practice experience is required
  • Academic organization experience is preferred

Performance Requirements:

Knowledge:

  • Organizational policies and procedures to manage operations and ensure effective and safe patient care.
  • Principles and practices of the following:
    • Resource Management
    • Organizational Dynamics
    • Information Management and HIPAA Compliance
    • Risk Management
    • Quality Improvement
    • Patient Safety including Infection Control

Skills:

  • Communicate clearly and concisely with internal and external customers; establish and maintain relationships and facilitate constructive interactions with individuals and groups.
  • Inspire individual and organizational excellence and successfully manage change to attain successful team and operational performance.
  • Align personal and organizational conduct with ethical and professional standards that include a responsibility to the patient and community, a service orientation, and a commitment to lifelong learning and improvement.
  • Demonstrate emotional intelligence competency in self-awareness, self-management, social awareness, and relationship management domains.
  • Exercise judgment and discretion in developing, interpreting, and implementing departmental policies and procedures.

Abilities:

  • Effectively lead in a changing environment.
  • Plan, organize, measure, and integrate priorities and deadlines.
  • Create an atmosphere that encourages motivation, innovation, and high performance.
  • Identify, analyze, and interpret complex data and resolve operational problems.
  • Evaluate and make recommendations for continuous quality improvement.

Anticipate and react calmly in emergency situations

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:Full timeEmployee Type:StaffPay Grade:H10