Manager, Patient Access Norton Brownsboro Hospital

Manages and coordinates all daily functions in assigned Patient Access area. Provides quality service to patients, physician’s offices and ancillary departments. Provides educational material, and trains staff on updated procedures, and additional services being offered by the facility. Maintains and develops communication channels with staff through department meetings, e-mail, and one-on-one counseling. Interviews, hires and trains employees. Reviews and evaluates employee performance. Researches and resolves conflicts. Elevates opportunities for improvement and action plans to meet objectives. Ensures all Patient Access processes are in-line with timely patient flow.

Key Responsibilities: 

• Develops comprehensive customer service programs to include training, key messaging, patient communication, and individual accountabilities. Identifies needs, develops and delivers content for specific training, based upon the operational needs of each area through coaching and role-playing exercises. Establishes ongoing formal and informal training programs for all staff members. Provides weekly updates on patient satisfaction scores per area, and keeps the staff up-to-date on their quarterly ranking.
• Responds immediately to email and voicemail to ensure highest level of customer service is provided to patients, physicians, physician offices and inter and intra faculty department representatives. Ensures staffing levels are managed to meet the need of patient volumes while maintaining budget and productivity objectives.
• Subject matter expert in assigned areas of the Electronic Medical Record, policies and procedures. Assists with change implementation and demonstrates positive role modeling. Acts as a patient advocate through ensuring processes support the right way to provide service to all customers. Maintains appropriate documentation to support statistical reporting when technology solutions are not available.
• Develop new and current Patient Access staff to be knowledgeable users of technology, and customer service oriented employees. Ensure financial and demographic accuracy via training and regularly scheduled staff meetings. Provide timely feedback to direct reports by completing evaluations by due date, managing up to date files on employee performance and handle counseling/corrective action fairly and accurately in accordance with Norton Healthcare Performance Standards and policies.

*Requires 7 days of on call every 3-4 weeks*

Required:

• With Bachelor's Degree: Three years patient access
• Without Bachelor's Degree: Seven years patient access

Desired:

• Certified Healthcare Access Manager