Summary: Responsible for the management of the resources (human, capital and systems) related to the Centralized Patient Scheduling Hub and assigned centralized or regionalized front-desk/access and/or clinical support processes. Accountable to the Vice Presidents of the ambulatory practices/network. In said capacity adheres to all Access policy standards, patient scheduling template standards, patient scheduling standards via the centralized patient scheduling hub and assigned centralized or regionalized front desk/access processes which include corporate defined metrics associated with timely scheduling standards and defined patient experience metrics. Accountable for all systems applications (Epic, telephone, and call center based) that support clinic based patient scheduling as well as systems that support centralized patient scheduling activities. Operationally, responsible for processes that occur 24 hr/7days a week and those employees and management staff accountable for said processes.
Responsibilities: 1.Responsibilities include appropriate budget management, human resource management, patient experience management and routine reporting of metrics, outcomes and other related statistics.
2.Must work collaboratively with physicians, clinic based operations teams and management, hospital revenue cycle teams (both operational and systems), financial counseling and authorization resource team
3.Is responsible for the overall leadership of assigned management team, for the design, development and implementation for activities in assigned hubs and other locations.
4.Develops tools that support processes within the scheduling hub and other assigned locations/staff.
5.Establishes processes that facilitate the identification and resolution of performance issues incorporating a just culture environment.
6.Other duties as required.
Other information: Technical Expertise 1.Background should demonstrate ability to manage a call-center via metrics and processes.
2.Very strong communication skills (written and verbal), interpersonal, organizational and problem solving skills required.
3.Working knowledge of human resources principles and organizational skills is required.
4.Strong data analytical skills preferred.
5.Background in which patient experience processes were managed or adherence to patient experience protocols required.
6.Operational demands and hours would require on-call and availability at non-traditional business hours.
7.Experience working with all levels within an organization is preferred.
8.Experience in healthcare is preferred.
9.Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Epic experience preferred.
Education and Experience 1.Education: Bachelor's degree required, master's degree preferred.
2.Certification: Knowledge of call center processes and Certified Healthcare Access Manager (CHAM) preferred.
3.Years of experience: Three years' experience required, five years preferred, managing high volume healthcare patient scheduling/intake and patient registration (including payer authorizations) processes.
4.Experience must also include knowledge of managed care contracting, referral and pre-authorization process, knowledge/experience with general patient intake methods and tools, applicable coding systems that are utilized within a patient scheduling environment (such as HCPCS, CPT and ICD-10), and applicable/appropriate systems experience.
5.Years of experience supervising: 5 years minimum preferred.
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