Patient Access Center Manager at Memorial Healthcare System in Miramar, Florida

Job Description:

Location:

Miramar, Florida


At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.



Summary:



Under the direction of the Patient Access Center Director, the Patient Access Center Manager implements the strategic, financial and non-clinical priorities supporting Memorial Healthcare System by deploying systems, processes, and people-oriented methods to improve access to care, including, but not limited to, appointment scheduling, registration, referral management, outreach, and effective use of customer service delivery models. Responsible for leading, coaching, motivating, and mentoring the Patient Access Center's staff. Recruiting and retention of staff is a major priority. Accountable for ensuring overall service level and abandonment goals are achieved for multiple specialties along with overall satisfactory results and performance of the supervisory staff. The position promotes teamwork, camaraderie, and a favorable working environment both in the contact center as well as with the operational medical practice leaders. Executes on innovative and strategic initiatives to achieve organizational goals and objectives for patient access intake. The leader serves as a role model in the areas of work ethic, values, leadership, customer service and demonstrates genuine compassion for team members/coworkers, patients, families, caregivers, providers and the community. Works to influence change among a multi-disciplinary group involved in patient flow management and continuous system enhancements across the system that promote efficiency and standardization. Develops and designs future state workflows to improve the leader, patient, and family experience. Collaborates and builds strong business relationships with the divisions and physician practice leaders. Operates with a creative and innovative mindset to exact positive changes. Actively supports and change management initiatives with managerial courage and an adaptable outlook. The leader is a proactive and strategic thinker supporting Memorial Healthcare System values and service standards.



Responsibilities:



Ensures the recruitment, selection and retention of well-trained staff to meet the requirements and goals of access and intake. Ensures the implementation and execution of a performance management process for staff. Identifies the need for appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes.Develops programs and strategies for supervisor compliance to monitor the quality of patient and customer care and leads continuous process improvement initiatives.Implements department's strategic, financial and clinical priorities by deploying systems, process, and people-oriented methods to improve access to care, including but not limited to appointment scheduling, registration, referral management, outreach, and customer service delivery.Manages and upholds Patient Access Center performance metrics and holds team members accountable for attainment of goals.Establishes scheduling and registration proficiency and accountability. Ensures accountability to ambassador and employee leadership policies and standards of behavior, standards of care, safety and security regulations.Upholds policies and procedures to ensure a seamless, exceptional patient experience across a broad range of customer touch points, processes, applications, and channels, including telephone, email, web chat, text and fax.Demonstrates leadership and influence through rounding, mentoring, coaching, and support to team members. Supports and facilitates staff professional development and appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes.Partners with training and development to provide role support and learning experiences for new employees through supervisors. Acts as a liaison between the training department and the supervisor to ensure that a subject matter expert (SME) is identified to support and facilitate training and knowledge transfer.Collaborates with supervisors and other managers effectively to coordinate and supervise division(s); ensures adequate coverage, effective resource/specialty management, training class alignment, team realignments, and completion of projects.Coordinates with Patient Access Center Director to implement effective contact center management practices to increase revenues, reduce costs, and improve service quality.



Competencies:



ACCOUNTABILITY, CUSTOMER SERVICE, EFFECTIVE COMMUNICATION, LEADING BY COACHING, MANAGING PEOPLE, PRODUCTIVE WORK MEETINGS, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR



Education and Certification Requirements:



Bachelors: Business Administration (Required)



Additional Job Information:



Complexity of Work: Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must have strong verbal and written communication skills. Must be able to work in a face paced environment and take appropriate action as necessary. Proficiency in reporting. Knowledge of medical terminology, insurance, and managed care health plans terminology preferred. Knowledge of functions and relationships within a hospital environment and Project Management skills also preferred. Required Work Experience: Four (4) years of customer service experience.Four (4) years of experience in a healthcare and/or call center environment.Four (4) years of experience in a leadership/supervisory role. Other Information: Equivalency for degree: Associate's degree and six (6) years of experience in a contact center environment and/or within the healthcare industry.



Working Conditions and Physical Requirements:

• Bending and Stooping = 0%


• Climbing = 0%


• Keyboard Entry = 100%


• Kneeling = 0%


• Lifting/Carrying Patients 35 Pounds or Greater = 0%


• Lifting or Carrying 0 - 25 lbs Non-Patient = 60%


• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0%


• Lifting or Carrying > 75 lbs Non-Patient = 0%


• Pushing or Pulling 0 - 25 lbs Non-Patient = 60%


• Pushing or Pulling 26 - 75 lbs Non-Patient = 0%


• Pushing or Pulling > 75 lbs Non-Patient = 0%


• Reaching = 40%


• Repetitive Movement Foot/Leg = 0%


• Repetitive Movement Hand/Arm = 100%


• Running = 0%


• Sitting = 80%


• Squatting = 0%


• Standing = 80%


• Walking = 80%


• Audible Speech = 80%


• Hearing Acuity = 80%


• Smelling Acuity = 0%


• Taste Discrimination = 0%


• Depth Perception = 80%


• Distinguish Color = 0%


• Seeing - Far = 80%


• Seeing - Near = 80%


• Bio hazardous Waste = 0%


• Biological Hazards - Respiratory = 0%


• Biological Hazards - Skin or Ingestion = 0%


• Blood and/or Bodily Fluids = 0%


• Communicable Diseases and/or Pathogens = 0%


• Asbestos = 0%


• Cytotoxic Chemicals = 0%


• Dust = 60%


• Gas/Vapors/Fumes = 0%


• Hazardous Chemicals = 60%


• Hazardous Medication = 0%


• Latex = 0%


• Computer Monitor = 100%


• Domestic Animals = 0%


• Extreme Heat/Cold = 0%


• Fire Risk = 0%


• Hazardous Noise = 0%


• Heating Devices = 0%


• Hypoxia = 0%


• Laser/High Intensity Lights = 0%


• Magnetic Fields = 0%


• Moving Mechanical Parts = 0%


• Needles/Sharp Objects = 0%


• Potential Electric Shock = 0%


• Potential for Physical Assault = 40%


• Radiation = 0%


• Sudden Decompression During Flights = 0%


• Unprotected Heights = 0%


• Wet or Slippery Surfaces = 0%

Shift:




Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.


Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.


Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.


Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.


We are proud to offer Veteran's Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.


Employment is subject to post offer, pre-placement assessment, including drug testing.


If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net Apply Now