Patient Access Manager

at  Open Door Health Center

JOB SUMMARY:

The Patient Access Manager is responsible for the supervision of the Clinics Registration functions, the Central Scheduling, and Enrollment. The manager ensures consistent high-quality service is provided to improve access for patients and their families. This position assists the Director of Patient Support Services in day-to-day department management as well as serving as the super user for the department.

KNOWLEDGE, SKILLS, ABILITIES, QUALIFICATIONS:

• Bachelor’s degree in business, organization management or related field with 3-5 years progressive customer service experience, prior management or supervisory experience.
• Knowledgeable of community organizations.
• Demonstrated leadership skills and management proficiency to effectively build department culture.
• Excellent communication skills required to work effectively with patients, providers, and other staff members.
• Cultural sensitivity and demonstrated ability to work with diverse individuals and groups.
• Bilingual skills are a plus.
• Knowledge of Federally Qualified Health Center (FQHC) standards of practice, legal and ethical codes and regulations applicable to FQHCs a plus.

OTHER REQUIREMENTS:

Travel is required to meetings, events and to support other clinic locations within the community and across the region. Means of travel and travel expenses will be reimbursed according to ODHC’s travel policy. Physical ability to sit for extended periods of time. Position requires repetitive use of fingers, hands, wrist in job related duties, i.e. telephone, computer. Complete range of motion, including fine motor skills and tactile sense of both hands. Able to lift 25 pounds. This document is intended to describe the general nature and level of work performed. It is not intended to serve as an exhaustive list of all duties, skills and responsibilities required of personnel so classified

• Acts as a member of the patient-centered health care team.
• Builds relationships, trust, and rapport with the community and as a representative of ODHC in the communities we serve.
• Collaborate and keep up to date on resources in the community that are available to meet the patient’s needs.
• Assures appropriate staffing levels and adequate supplies and equipment for all areas of responsibility across Patient Access Department. Works with ODHC leadership to develop and encourage innovation of processes and growth programs.
• Supports the needs of clinical providers and staff to create support for patient needs.
• Direct patients to the appropriate area and team for insurance questions and/or insurance enrollment.
• Participate in local/regional task forces and events that work toward the common mission of serving patients.
• Maintain provider templates and ensure the templates are in alignment with organization goals.
• Enforce policies and procedures related to patient access workflow as instructed.
• Handle non-clinical related patient complaints and concerns while working to increase overall patient satisfaction and engagement.
• Supervise, train and understand all administrative positions for all locations to include but not limited to check in and check out, scheduling and patient support specialist .
• Oversee and manage front desk, scheduling and financial navigator’s workflows and processes to reduce errors, improve financial performance and increase patient satisfaction.
• Identify gaps in services and communicate with leadership about possible solutions.
• Become the super user of registration systems, scheduling systems, enrollment certifications and referral programs within the integrated healthcare system.
• Provide individualized goal setting support and follow-up to patients/clients.
• Provide cultural competency training to support ODHC staff and partner agencies.
• Provide support to improve health outcomes of individuals and reduce the system cost for health care by linking them to community resources.
• Develop and implement strategies to optimize workflow, streamline processes and improve overall efficiency for the department.
• Collaborate with clinical staff, administrative teams and other departments to address patient inquiries, resolve issues and facilitate seamless quality of service.Perform other tasks as assigned.