Patient Access Manager (Clinic)

Company: Joslin Diabetes Center
Location: Boston
Posted on: May 29, 2023

Job Description:

The Patient Access Manager provides day to day management support and oversight of non-clinical staff in the Access Center, Interpreter Services, and HIM alongside the Executive Director to ensure optimal clinic operations inclusive of high quality, competent, efficient services and exceptional patient satisfaction and customer service standards for Pediatrics, Adult Clinic and Beetham Eye Institute.Identifies opportunities for improvement, setting priorities, empowering and coaching staff to improve the experience of patient care and quality of work life across the clinics. The Patient Access Manager works in unison with, and acts as a liaison to multiple internal departments and external clients, as well as, leads a large high-functioning team. Responsibilities:Works effectively with staff and providers to implement common priorities and goals related to providing optimal customer service, maximizing operational efficiency, assuring financial viability and rendering high quality health care services. Demonstrates through leadership example, visible organizational support and a positive attitude to create a positive work environment and enhance staff and provider morale. Responsible for fostering a positive relationship with the patient population served by the clinic. Works collaboratively with management teams to ensure appropriate coverage, training and cross training of staff. Monitors staff productivity for registration and insurance verification, call volume, hold times, abandonment rates and efficient and accurate scheduling. Promotes a work environment for open communication and problem resolution in order to optimize work flow efficiencies. Empower staff to problem solve and resolve issues so that customer expectations are exceeded. Develops and implements cost-effective operational adjustments as appropriate to enhance access efficiency. Reviews and communicates information and potential solutions to improve operations and patient satisfaction. Responsible for hiring and orienting staff; provides work direction, assigns schedules and conducts on the job training to ensure staff achieve their full potential. Monitors and evaluates performance, and recommends personnel actions, such as acknowledgement, commendations and disciplinary actions. Responsible for staying up to date on insurance changes to create and provide insurance training to scheduling staff, including clinic staff. Compiles and analyzes information and prepares reports to measure access, patient demand for services, patient satisfaction and others to evaluate the effectiveness of the clinic's operations. Partners with Executive Director on process improvement and other operational projects. Ensures access standards and KPIs are achieved for appointment scheduling requests from patients and referring physicians via telephone, email and direct contact. Oversees call center operations, appointment reminder system, outreach calls and patient access related letters to patients. Evaluates and implements measures to ensure schedule booking optimization and utilization, and patient retention. Improves processes and policies in support of organizational goals. Collaborates on and implements departmental and organizational policies and procedures to maximize output. Monitors adherence to rules, regulations and procedures. Serves as a resource to clinic staff and provides point of service complaint resolution relative to patient access and experience. Participates in onboarding and off-boarding of Physicians. Other duties as assigned.Qualifications:Bachelor's degree or equivalent experienceMinimum 5 years of experience in health careMinimum 3 years of experience in a supervisory role - preferably in a physicians practice or related health care environmentProficiency with Microsoft Office Suite (especially Excel & Word); and Health Information Management/Practice Management SystemsSupervisory and leadership experience with demonstrated competence in change management, team building, and problem solvingExcellent oral and written presentation skillsExcellent time management and organizational skillsOutstanding customer service skillsMust demonstrate a capacity for independent functioning, creativity, and objectivityAbility to work well under normal pressure of busy office setting, deadlines, and changes in workload. Joslin is an Equal Opportunity Employer of Minority/Female/Individuals with Disabilities/Protected Veterans. Joslin values diversity and inclusion, and we encourage diversity applicants.Joslin Diabetes Center is an Equal Opportunity Employer and it is the policy of Joslin to prohibit discrimination of any type and to afford equal employment opportunities to employees, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, marital/parental status, disability status, protected veteran status or any other status protected by law.PDN-99314f65-0b1f-4ce1-945f-607b94ce2328

Keywords: Joslin Diabetes Center, Boston , Patient Access Manager (Clinic), Healthcare , Boston, Massachusetts