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Manager Patient AccessNorwood, OH

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Why You'll Love This Job

Position Summary:

The Manager of Patient Access works directly with the Director of Patient Access to ensure smooth operation of the department. The Manager of Patient Access is the primary trainer of new staff as well as responsible for ensuring that all staff understand new processes and procedures. Responsibilities will include ongoing education and guidance for established staff and ensuring ample day-to-day management of Patient Access Specialists including, but not limited to, appropriate coverage for breaks, completion of training, coverage for call-offs, timely completion of daily duties, etc. He/she reports to the Director of Patient Access on all matters pertaining to his/her duties. This person may handle more complex or escalated issues as they arise with both staff and patients and will work with the Director of Patient Access to effectively identify root cause and solve problems. This position relies on moderate to extensive experience and judgment to plan and accomplish the day-to-day goals, as well as working directly with the Director to accomplish more long-term department goals. The ability to perform a variety of tasks at a given time is critical.

Essential Job Duties:

· Implements directives from the Director of Patient Access

· Provides training to all staff regarding Patient Contact Center best practices as required by the Director of Patient Access

· Provides initial onboarding for all new Patient Access Specialists

· Updates and provides additional training to existing Patient Access Specialists as appropriate

· Supports and guides Lead Patient Access Specialist(s) in day-to-day operations and team management

· Assists to ensure appropriate daily staffing and coverage issues as they arise

· Routinely audits calls and meets with staff to provide further guidance and direction

· Available to take escalated calls as appropriate

· Available to provide ongoing support and assistance to Patient Access Specialists during times of high volume or as questions/issues arise

· Ensures all Patient Access Specialists have access to appropriate resources

· Conducts daily huddles with Lead Patient Access Specialist(s)

· Communicates with Operations Directors, medical providers, and Director of Patient Access regarding scheduling issues

· Understands the patient scheduling guidelines and can effectively disseminate this information to the team

· Understands the patient scheduling process in the EMR and can effectively instruct others on such

· Provides excellent customer service quality in scheduling and holds subordinates to this same high level of care

· Provides technical on-site support for all offices as deemed by the Director of Patient Access

· Participate in special projects and/or assignments as requested by the Director of Patient Access

Skills & Qualifications

Required Education/Degree:

Associates Degree or equivalent

Required Certification/License:


Required Work Experience:

2 to 5 Years

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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Job Number: 9242

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