Manager, Patient Access – Neurology

Role Overview

• Manage contact center staff and operations for department
• Maintain and grow services by developing positive customer relationships and high levels of customer satisfaction
• Provide management direction and assistance in resolving issues and complaints by team members, physicians, patients and referring physician offices
• Oversee patient scheduling and registration functions ensuring that patients are scheduled at the right time, with the right provider at the right location with the right information
• Ensure staff has adequate training and resources to properly field patient needs and address insurance issues
• Ensure that immediate and appropriate action is taken via triage of urgent medical conditions
• Work closely with physicians to ensure provider schedules are built appropriately to reflect practice goals and needs
• Strategize with other department leaders to continue to improve patient access to department and providers
• Develop and implement performance and quality improvement processes related to patient scheduling, template and access; monitor for effectiveness of these processes
• Interface with Director of Clinical Operations, clinic managers, billing manager, coding manager and nursing staff to assure patient contact services are relevant, effective and efficient
• Provide reports and analysis on contact center services

Requirements

• Bachelor’s degree or combination of education and/or experience may substitute for minimum education
• Management (5 Years)
• Medical Assistant or nursing experience preferred.
• Strong understanding of WUSM contracted insurance plans.
• Communication
• Customer Service
• Epic Applications
• Executive Function
• Interpersonal Communication
• Interview Techniques
• Negotiation
• Patient Counseling
• People Management
• Problem Solving

Benefits

• Up to 22 days of vacation
• 10 recognized holidays
• Sick time
• Competitive health insurance packages with priority appointments and lower copays/coinsurance
• Free Metro transit U-Pass for eligible employees
• Defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• 4 weeks of caregiver leave to bond with your new child
• Family care resources