Access Manager

Tidewell Hospice, a member of Empath Health is currently seeking an Access Manager for Sarasota County to join our team.

The Access Manager is an integral component of the leadership access team within the Admissions Department. For all service lines, the Access Manager is directly responsible for compliance with governing state and federal regulations and standards of care guidelines of outside accreditation agencies. This position has multiple direct reports including nurses and other members of the interdisciplinary admissions team. The Access Manager has the primary responsibility and authority for maintaining quality of patient care in accordance with the organization's objectives and policies through planning, coordinating, implementing, and evaluating the services provided to patients and families.

JOB DUTIES/RESPONSIBILITIES:

1. Access all service opportunities on an ongoing basis, consistent with Empath Health's mission, vision, strategic and access goals to maximize the customer experience.
2. Manage and develop a high performing interdisciplinary team through candidate selection, coaching, feedback, performance evaluation, and colleague engagement.
3. Communicate effectively and timely to update direct reports and the Admissions teams as a whole to ensure all are kept up to date on changes, which may impact individually or the team as a whole.
4. Identify and implement strategic customer service initiatives, including access and admission alliances to position Empath Health for the future of the ever-changing health care industry.
5. Manage the Admissions department processes from initial call to successful admission with proven average annual statistics.
6. Partner with other members of the Admissions department in recommendation and decision-making while participating in the creation of related Policies/Procedures to ensure quality, integrity, internal and regulatory compliance, as well as customer focus at all times.
7. Initiate, develop, and implement standards to optimize results while ensuring optimum compliance to regulatory standards and always keeping the patient/family needs at the forefront.
8. Exhibit ability to think creatively in recommendation and implementation of proper follow through and service excellence to provide the right care at the right time by working directly with internal and external colleagues.
9. Provide management of the day-to-day activities of the Admissions Team to ensure service standards, operating budget, and overall results are met or exceeded.
10. Resolve complex customer service issues as needed.
11. Lead and collaborate with other team members to ensure appropriate staffing across all disciplines to meet the needs of the patients and families we serve.
12. Other duties as assigned.

KEY SKILLS, ABILITIES, AND PERFORMANCE/BEHAVIOR EXPECTATIONS:

Thought Leadership: promotes and models the mission and vision of Empath Health, making decisions that are aligned with the organization's business goals & objectives, industry trends and external forces.

Responsibility

Performance Standards of Excellence

Executes organizational strategic plan and Empath goals & objectives

1. Aligns access team activities with organizational mission, vision, goals and strategies

2. Leads access team in development and successful integration of cascading goals

3. Identify efforts or actions that will have the greatest strategic impact

4. Responsible for access team conversion rate and KPIs

5. Manages the access team's budget along with assumes responsibility for actively contributing in process improvement efforts.

6. Ensures patient satisfaction and responsible for access team's CECs and customer experiences.

7. Demonstrate solid knowledge of the differences involved in Medicare, Medicaid, insurance benefits with all Empath Health programs.

Demonstrates sound business acumen

1. Ensures access team decision making and care reflects knowledge of and compliance with agency policies & procedures and governing regulatory bodies

2. Identifies and integrates diverse ideas and perspectives in order to generate effective solutions

3. Demonstrates an understanding of key financial indicators and metrics necessary to measure and improve performance

4. Operationalize financial/metric analysis to appropriately guide business decisions promoting financial success

5. Compares departmental performance to industry benchmarks

6. Develop Action Plans and processes to improve sub-optimal quality and identify gaps or opportunities to improve levels of service to customers, according to agency policies.

7. Partners with key hospital partners to strengthen relationships and establish Empath as a preferred provider.

8. Engage and visit hospitals in collaboration with Business Development and Programs.

9. Assists with hospital access to all Empath service lines.

10. Serve on committees within the hospital settings to further Empath exposure, education and initiatives.

People Leadership: Leading, developing, retaining best talent and working collaboratively with others

Responsibility

Performance Standards of Excellence

Inspires and fosters staff engagement

1. Defines a clear role and direction for my access team consistent with the organization's mission, vision strategies and direction

2. Empowers and inspires others to engage in a broader vision of the organization, ensuring customer service excellence

3. Create an environment in which people do their best work

4. Adaptive leadership style that meets the needs of different individuals and situations

Talent Optimization/Management: Hire/Develop/Coach/Retain/Align w Strategy

1. Partners with Human Resources in using a variety of resources and strategies to attract and hire best talent for the organization

2. Accurately identifies strengths and development needs in others

3. Provides effective teaching, coaching and feedback to promote optimal performance

4. Establishes processes that promotes learning from other people, both within and across departments

5. Effectively utilizes the agency's progressive corrective action process when applicable

6. Develops successors for key positions

7. Responsible for access team retention and turnover

Responsibility

Performance Standards of Excellence

Leadership & Communication

1. Leads change management assuring staff/access team knowledge, participation and successful implementation

2. Addresses and resolves conflict directly and constructively, focusing on issues rather than people

3. Encourages expression of a variety of viewpoints creating an atmosphere of respect in which people engage in a healthy interchange of ideas

4. Promotes and models leadership behavior with staff, volunteers, peers and hospital partners, articulating and modeling the vision, mission and values of the organization

Results Leadership: Getting things done personally and through others, demonstrating commitment, initiative and courage.

Responsibility

Performance Standards of Excellence

Leads courageously

1. Demonstrates the courage to make the decision to what is right despite personal risk or discomfort

2. Delegates work empowering people with authority and latitude necessary to accomplish their objectives

3. Addresses problems head on, appropriately involves the right people at the right time

4. Create a culture of ownership and accountability

Responsibility

Performance Standards of Excellence

Enhance Patient/Customer Experience, Best Practices and Value-Based Outcomes

1. Works to anticipate internal/external customer needs

2. Builds an environment where internal/external customer service excellence is always a priority

3. Seeks and responds to feedback from internal/external customers with a sense of urgency

4. Continually works to implement systems, processes & best practices that make it enhance the patient/customer experience

5. Maintains a collaborative working relationship with others who bring quality expertise in the agency by establishing goals and desired outcomes for process-improvement

6. Perform chart audits, shadow and tracer visits routinely to identify needs and improvement by staff, while continually coaching to best practice and optimal access in all care settings.

Personal Leadership: Demonstrates integrity, flexibility and a desire to learn

Responsibility

Performance Standards of Excellence

Establishes trust, credibility and demonstrates high levels of integrity

1. Treats others equitably and with consistency

2. Accepts responsibility for own behavior and actions

3. Follows through on commitments to others

4. Adheres to agency ethical standards

5. Practices good stewardship with entrusted resources

6. Projects self-assurance and unshakeable confidence

7. Creates a feeling of energy, excitement, and personal investment

8. Promotes DEI initiatives and integrates them within workflows and daily practices.

Responsibility

Performance Standards of Excellence

Pursues ongoing professional development

1. Solicits feedback to enhance performance

2. Adapts behavior in response to feedback and experience

3. Models versatility in response to dynamic business environments

4. Stays current with latest regulatory, technological and industry practices

5. Establishes aggressive goals and drives for results

6. Willing to try new things, even at the risk of failure

POSITION QUALIFICATIONS/REQUIREMENTS:

• Education and/or Experience: A.S. Degree required - Bachelor's degree (B.A.) from four-year college or university and Master's degree preferred.
• Three years Hospice experience with at least three years of management experience preferred.
• At least five years experience as an RN preferred.
• Licensure: Florida RN
• Continuing education: Must acquire continuing education and training related to regulatory and professional practices. Demonstrates advancement in knowledge and expertise.
• Certifications: Valid CPR certification from the American Red Cross or American Heart Association; Current certifications as applicable to their professional discipline.
• Must have reliable transportation which will enable them to perform tasks and responsibilities in a timely and appropriate fashion. Must provide proof of valid automobile insurance, a copy of which will be placed in the employee's HR file. This position requires travel between multiple locations.
• Must successfully complete critical thinking skills assessment.Learn More

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