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Patient Access Manager
3 months ago
Spectrum Orthopaedics was recently named the winner of the Best of the 207 Orthopaedics award
COMPANY OVERVIEW
Spectrum Healthcare Partners is Maine’s largest multi-specialty, physician-owned and directed professional organization and is comprised of over 200 physicians practicing in the areas of anesthesiology, orthopedics, pain management, pathology, radiation oncology, radiology, and vascular & interventional services. Spectrum provides services at many of Maine’s hospitals throughout the state and in eastern New Hampshire.
POSITION SUMMARY
The Patient Access Manager is responsible for operational oversight and supervision of the patient service staff at assigned clinic locations. The manager will create and support a culture that focuses on exceptional patient experiences in the areas of patient registration, medical office clerical support, check-in/check-out, and time of service collections/payment posting at the various clinics of the practice. Works closely with clinical departments including Clinical Leaders to enhance patient and visitor access and experience, referral source relationships and utilization of provider and ancillary services. This position ensures ongoing compliance with organizational standards, policies, and external regulatory requirements, as well as management of the department budget, including forecasting.
SUPERVISORY RESPONSIBILITIES
Medical Office Leads, Patient Service Representatives
ESSENTIAL FUNCTIONS
- Manages operations, coordinates staff schedules and coverage, monitors registration (check-in and check-out), time of service/co-pay collections, and payment posting.
- Ensures effective patient registration processes are simplified and designed for the patient ensuring effective and appropriate revenue, minimizing patient wait times and interruptions to providers’ workflow.
- Acts as the first point of contact for patient complaints pertaining to dissatisfaction with patient services employees and/or processes
- Reviews, designs, and implements processes surrounding scheduling and access (phones) collaborating with off-site vendors while maintaining compliance and other financial analyses to ensure that patients have ease of access to providers.
- Performs routine quality assurance activities to monitor customer service levels and performance among assigned Patient Access team. Ensures team is consistently meeting or exceeding on key performance indicators (KPIs)
- Provides timely performance feedback and management to staff, including mentoring and conducting annual performance reviews.
- Hires and ensures effective onboarding for new staff and provides on-going performance monitoring for key functions for each position of operations.
- Available to staff as a subject matter expert for all areas of direct supervision and maintains skill and expertise in all areas/roles.
- Provides coverage for shifts and tasks as required due to volume or staff absences/vacancies
- Participates in strategic planning initiatives. Works with Practice Director to develop & meet strategic and operational goals.
- Collaborates with Director on forecasting and capital budgeting; staffing plan and other initiatives that impact the practice.
- Facilitates regular patient access staff meetings and ensures timely minutes are documented and distributed to staff/team.
- Regularly rotates to all off-site clinic locations to provide direct supervision and support to operational staff.
PRIMARY RESPONSIBILITIES
- Generates reports related to patient services metrics
- Establishes and recommends updates to workflows, policies, and reference materials.
- Prepares and conduct regular staff meetings
- Ensures time, attendance and paid time off records are properly tracked and reported
- Attends meetings as assigned and participates in educational activities to keep skills up to date. Participates in regular Operational Leaders meetings for the practice/clinic(s).
- Keeps abreast of current issues involving patient care or practice issues by attending and participating in department, team, and practice meetings
- Demonstrates professionalism at all times
- Displays cooperative behavior and interacts positively and effectively with others to promote a team environment
- Performs other duties necessary to maintain the overall efficiency and continuity of the clinics
- Is proactive in identifying, reporting, and participating in the resolution of any potential or actual patient safety issues
- Support the Company’s Vision and Values
- Maintains confidentiality
QUALIFICATIONS
- Preferred Bachelor’s or Associate’s degree in related field or equivalent in years of relevant health care, practice experience
- Preferred 3+ years’ experience in patient registration and/or other front office operations, appointment scheduling and patient visit preparation activities
- Previous manager/supervisor experience
- Excellent communication and interpersonal skills necessary for interacting with patients, physicians, managers, and other staff
- Skill in time management, prioritizing, facilitating meetings and medical office coordination
- Excellent organizational skills with attention to detail and accuracy
- Ability to maintain confidentiality
- Ability to project and maintain a professional image
- Ability to work independently and excel as part of a team
- Excellent customer service skills
- Proficient computer skills including Word, Excel, Office, Outlook, PowerPoint
- Experience in various practice management systems and electronic health records
- Frequent travel to all off-site locations; occasional travel to main clinic and corporate office.
- Flexibility with working schedule to meet organizational and staff needs
- Operation of various office equipment: fax machine, telephone & voice mail system and copier
- Daily use of computers: laptop, keyboard, mouse
- uplifting, up to 20 pounds occasionally, and/or up to 10 pounds frequently
- May be required to sit or stand for extended periods of time
- Risk of exposure to hazardous conditions and blood borne pathogens
- Occasional reaching, twisting, bending
BENEFITS AND PERKS
- Health Insurance (80% company paid)
- HSA Match ($3000 family plan / $1625 individual plan)
- Dental & Vision Insurance Plans
- 401(k) Match and Profit Sharing Plan
- Life and Accidental Death and Dismemberment Insurance
- Long-term Disability Insurance
- Short-term Disability Insurance
- Generous paid time off
- Voluntary, Employee-Paid Benefits
- Medical Reimbursement Plan
- Dependent Care Plan
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