Summary:

The Patient Access Manager (PAM) is responsible for creating a consistent patient experience. This will be achieved by creating, supporting and training best practices for appointment types, scheduling templates and check-in processes. The PAM will be a liaison to bridge the patient experience from scheduling and registration through the arrival process. PAM is responsible for administering, coordinating and reviewing the performance of patient access functions across the organization including pre-registration, insurance verification, prior authorization, upfront collections and registration for clinic services.

This leader seeks to identify and implement new and emerging strategies to increase efficiency, improve processes, and enhance the patient experience. As part of achieving these goals, the Patient Access Manager identifies opportunities to work with leaders in other areas to improve process efficiency between departments and entities.

The Patient Access Manager reports to Director of Registration Processes and engages in successful collaboration with Information Technology Services and other leaders.

Essential Job Responsibilities:

• Provides oversight and governance of system elements and processes that drive patient scheduling and registration processes
• Interprets impact of broad scope organizational change for staff and develops change strategies for successful implementation.
• Incorporates Harbin Clinic’s vision, missions and values in goals and programs within Patient Access
• Develops and manages operational initiatives with measurable outcomes.
• Formulates objectives, goals and strategies collaboratively with other stakeholders.
• Actively seeks opportunities to improve financial outcomes, engaging staff in the process.
• Engages staff and other stakeholders in continuous improvement of systems and processes; manages resources for staff participation in improvement work activities.
• Holds self and others accountable to policy, standards and commitments and provides timely follow through on questions and concerns
• Continually monitor processes related to Patient Access and provides feedback
• Assists with greeting and phone etiquette as related to Patient Access
• Creates an environment that encourages diverse opinion, recognizes differences and incorporates into process and services.
• Contributes to a learning environment by providing educational and research experiences
  

Typical Job Demands

I. Physical

• Requires functional near vision, distance vision, peripheral vision, color and depth perception.
• Requires functional hearing.
• Requires prolonged standing and sitting, intermittent bending, stooping, stretching, walking, pushing and pulling.
• Requires eye‑hand coordination and manual dexterity sufficient to operate computer keyboard, copier, telephone, and other medical office equipment.
• Requires ability to distinguish letters or symbols.
• May be required to lift objects weighing up to forty-five pounds
• May have to sit for long periods of time working on the computer

II. Psychological

• Requires the ability to work independently and follow through with instructions and projects.
• Requires the ability to maintain a professional composure when talking with/reviewing the work product of individuals who fill certain positions within each Clinical office at the Clinic.

III. Interpersonal

• Requires good communication skills and the ability to interact with people from diversified backgrounds.
• Requires the ability to quickly establish rapport with people.
• Requires the ability to develop effective and pleasant interpersonal relationships with fellow staff members and office managers.
  

Required Skills

• Strong interpersonal skills including mentoring, coaching, collaborating, and team building.
• Strong analytical, planning, and organizational skills with an ability to manage competing demands.
• Strong knowledge and understanding of business needs with the ability to establish/maintain high level of customer trust and confidence.
• Strong knowledge and understanding of technology in order to establish/maintain high level of confidence with technical teams.
• Proven ability to lead projects and ensure objectives, goals, and commitments are met.
• Excellent oral and written communications skills and experience interacting with all stakeholders at all levels including the executive level.
• Creative approach to problem solving with the ability to focus on details while maintaining the “big pictureâ€� view.
• Good understanding of clinical workflows within physician practices.
• Strong knowledge and understanding of lean principles.
  

Education

• Minimum of 3+ years of healthcare practice management systems and revenue cycle
• Preferred bachelor’s degree in a relevant subject area such as Business or Healthcare Administration