Patient Access Manager- Front Desk, Phones, Medical Records

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The Patient Access Manager-Front Desk, Phones, Medical Records provides oversight for the patient access department that is responsible for, but not limited to, patient registration, telephone communications and operations and management of Medical Records. Manages key performance indicators for these teams and is responsible for building collaborative relationships with leadership, internal departments, providers, partnering offices, and key stakeholders. Motivates and challenges staff to achieve the highest level of performance and optimize processes through redesign, policy and procedure implementations, communications, continuing education, and professional development opportunities. The Patient Access Manager is pivotal to the overall operational success of the clinics at all Mission locations and responsible for ensuring things are running efficiently and professionally to ensure patient care is not impacted.

Basic Function and Scope of Responsibilities:

• Knows, understands, incorporates, and demonstrates Mission Cancer + Blood values in behaviors, practices, and decisions.
• Manages staffing activities for front desk, medical records, and phone receptionist staff including wage/salary activities, orientation, training, recruiting, disciplinary actions, terminations, and resolving disputes.
• Mentor and develop staff in department.
• Plans and coordinates the daily activities of staff at all locations.
• Serve as a liaison with each physician team and/or departments to address any issues arising with the front desk, medical records, or phone receptionist department.
• Collaborates with other members or departments to ensure best practice and issues resolutions take place.
• Serve as the subject matter expert for developing training materials, system procedures, and new processes and/or programs.
• Ensures compliance and standards are maintained in the department.
• Conducts performance reviews for the front desk, medical records and telephone receptionist staff members.
• Oversee payroll and time off requests.
• Manages patient intake systems, processes and reports.
• Helps with coverage of roles in short staffing situations.
• Attends and collaborates in monthly Management Team meetings.
• Helps maintain and manage system used for text communication with patients.
• Maintain Patient Access Department and forms on the intranet.
• Ensure patient satisfaction and assist with resolving complaints.
• Other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Education Requirements:

• Bachelor’s Degree in a work-related discipline/field from an accredited college or university.
• Three to five years of progressively responsible and directly related work experience.
• Extensive knowledge of Patient Access desired.

Performance Requirements:

Knowledge: 

• Knows, understands, incorporates, and demonstrates Mission Cancer + Blood values in behaviors, practices, and decisions.
• Thought leader on process and service transformation.
• Excellent interpersonal and organizational skills.
• Demonstrated leadership and management abilities.
• Ability to manage a budget.
• Knowledge of Regulatory requirements.

Skills and Abilities:

• Management – Ability to manage, coach and develop employees.
• Leadership – Ability to provide leadership and influence others.
• Communication – Ability to communicate effectively verbally and in writing.
• Computer skills – Proficient ability to use a computer, EMR, Practice Management System, Word, Excel and Outlook.
• Confidentiality – Maintains patient, team member and employer confidentiality.
• Complies with all HIPAA regulations.
• Customer Service Oriented – Friendly, professional, and respectful of patients, employees and others.
• Detail Oriented – Ability to pay attention to the minute details of a task.
• Flexibility – Ability to adapt easily to changing conditions and work responsibilities.
• Positivity – Displays a positive attitude and is a positive agent for change.
• Multi-tasking – Ability to maintain focus and complete multiple tasks simultaneously.

Working Conditions:

• Environmentally controlled medical office environment.
• Fast paced environment with occasional high pressure or emergent situations.
• Frequent interaction with a diverse population including team members, providers, patients and their family members and other members of the public.

Physical surroundings: Medical office

Adverse working environment: Work may be stressful due to continual interaction with others, long hours required and nature of the medical specialty.

Physical Effort: Must possess the physical and mental abilities to perform the tasks normally associated with a pharmacy role including walking, bending, standing, reaching and sitting.

Local Travel: Within the state of Iowa

Domestic/International Travel: None

Extensive Hours: Varies depending on need

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts or working conditions. Mission Cancer + Blood reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities and position titles as it deems necessary to meet the needs of the business.