Patient Access Operations Coordinator
3 weeks ago
Job Summary:
The Patient Access Operations Coordinator plays a vital role in ensuring the smooth operation of patient access services at Northwestern Memorial Healthcare. This position requires a high level of customer service skills, attention to detail, and the ability to work effectively in a fast-paced environment.
Key Responsibilities:
- Staff Management: Assist with training, progressive discipline, dismissals, performance appraisals, and employee relations to ensure a positive and productive work environment.
- Scheduling and Resource Allocation: Schedule staff and allocate resources across hours of operation to maximize patient access satisfaction, provider productivity, and operational efficiencies.
- Policy and Procedure Management: Ensure staff has access to necessary policies, procedures, training, and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary.
- Staff Coaching and Mentoring: Provide one-to-one coaching and mentoring to staff to enhance their skills and performance.
- Staff Scheduling and Coverage: Coordinate and manage staff scheduling and coverage to accomplish optimum coverage, which may involve walking and working in multiple worksites.
- Issue Identification and Reporting: Identify, analyze, and communicate key issues/trends and report findings and recommendations to management.
- Budget and Resource Management: Provide input to management on budget issues, staffing, cost containment strategies, and capital needs.
- Attendance and Performance Management: Provide staff with monthly attendance reviews and work with management to ensure staff performance meets expectations.
- Employee Engagement and Development: Assist in leading and/or developing employee engagement participation and improvement, and assist in leading and/or developing plans with the team, Team Lead, and Manager to ensure patient satisfaction goals are met.
- Training and Coaching: Lead training and coaching exercises with employees to continuously improve their skill sets.
- Compliance and Quality: Actively ensure staff compliance to Rules of Personal Conduct and facilitate a multi-disciplinary and collaborative approach to patient care and interdepartmental problem solving/service delivery.
- Process Improvement: Develop tools to support staff and enhance efficiency, and provide input into staff performance reviews.
- Automated Time Reports: Review and approve Automated Time Reports for accuracy.
- Other Duties: Complete other duties assigned by manager, assess and communicate staff development needs to manager, and provide feedback to the Manager to support periodic individual evaluations of staff.
Requirements:
- High School Diploma or Equivalent: Required
- 1-2 Years of Experience in Patient Access or a Related Field: Required
- Excellent Customer Service Skills: Required
- Strong Communication and Interpersonal Skills: Required
- Ability to Work in a Fast-Paced Environment: Required
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