Assistant Manager-Patient Access Call Center

Unit/department/service line: Patient Access Insurance Center/Chambersburg
Status: Full Time
Schedule: Dayshift Monday - Friday 
Weekend Requirement: None
Holiday Requirement: None
Call Requirement: None

General Summary

Assists in the management of Patient Access Department operations. Supervises and evaluates staff, prepares work schedules, and process Kronos records.

Duties and Responsibilities

Essential Functions:

• Demonstrates service excellence and patient and family centered care by showing respect, honesty, fairness and a positive attitude toward all customers


• Maintains confidentiality.


• Demonstrates dependability, to include attendance and punctuality.


• Is accountable - takes initiative and ownership of issues.


• Displays a professional demeanor. Represents hospital in a positive way. Has a compassionate working relationship with patients and families.


• Assumes personal responsibility for 2-way communication. Communicates and listens effectively with patients, families, coworkers, other departments, physicians/providers and community.


• Supports coworkers, initiatives and a patient and family centered philosophy; pitches in; does own part and helps others.


• Works to continuously improve work environment/processes (Performance Improvement). Demonstrates a patient and family centered focus when considering/developing improvement solutions.


• Represents willingness/enthusiasm to create, embrace and facilitate change.


• Develops self and others; supports a learning environment; leads by example. Encourages patients and families to give feedback and suggestions for improvement.


• Develops working relationships critical to the organization including patients, families, coworkers, other departments, physicians/providers and community.


• Encourages others by providing recognition and support.


• Improves employee and organization's performance by removing roadblocks and empowering staff to take ownership and to be self-directed.


• Ensures that a performance improvement plan and/or disciplinary action is initiated where needed to assist employees to achieve performance standards.


• Thinks critically; utilizes sound judgment; promptly reports potential risks.


• Maintains state of art knowledge of area of specialty, healthcare trends and practice, and populations served.


• Maintains a level of computer literacy appropriate to their role.


• Meets and maintains current all unit specific and organizational skills/competencies, certifications/licensures, as required.


• Completes hospital-required reviews, e.g. HIPAA, safety, health screening, care concerns, and others as assigned.


• Adheres to National Patient Safety Goals.


• Completes required reports (e.g. PI Dash Boards, benchmarks, etc.) on time.


• Insures that 100% of all employees have current licenses, completed yearly health checks, CPR, orientation or re-orientation, where applicable.


• Completes 100% of employee evaluations on time, in a thoughtful and constructive manner. For non-bargaining employees, follows established guidelines for recommended increases.


• Displays ability and skill in budget development, monitoring, and remaining within budgetary limits. Flexes costs downward when necessary, especially when scheduling and monitoring hours worked


• Evaluates operations from a workflow perspective and responds appropriately, redesigns per customer needs and competitive benchmarks.


• Consistently takes ownership of customer problems and follows through to close the loop with the customer.


• Demonstrates the ability to actively listen to employees and customer.


• Maintains the ability to communicate honestly with each customer.


• Listens actively to complaints without being defensive and follows through to make things right.


• Completes departmental competencies.


• Measures competencies of all employees at effective intervals.


• Participates in projects to install or upgrade computer systems. Tests software to ensure accuracy of data and workability of functions.


• Communicates changes in EMR functionality to staff as upgrades and service releases are installed. Continually educates employees about capabilities of the computer system to promote efficiency and accuracy.


• Completes and posts work schedules according to business needs and the guidelines established in the union contract. Serves as point of contact for sick calls as assigned.


• Enters and authorizes payroll information in Kronos so that employees are paid appropriately.


• Communicates process change and work requirements to staff.


• Interviews applicants and communicates recommendations in hiring decisions.


• Prepares feedback to department on quality indicators.


• Coordinates communication to staff regarding errors.


• Addresses conflict when necessary.


• Conducts staff meetings.


• Serves as resource in disaster drills or actual disasters.


• Coordinates or assists in coordinating reports needed by other departments.


• Consistently encourages staff interactions to increase morale; resolves issues whenever possible, supports and attends Article 17 meetings.


• Consistently manages and directs financial resources in a manner consistent with hospital policy and the organization's goals and objectives.


• Provides other duties as assigned; performs support or technical duties of staff employees as required.


• Routinely conducts orientations, including narrative information and patient safety, age/population specific competencies for evaluation of employees.


• Seeks and implements performance improvement activities through benchmarking that provide improvements in staff performance or patient outcomes


• Provides guidance to Patient Access Specialist in communicating need for waivers/ABN’s to check in areas.


• Manages communication with office and or patient when test/procedure needs canceled while waiting for authorization.


• In event of emergency or short staffing, will function in role of Patient Access Specialist as needed.

Qualifications

Minimum Education:

• Associates Degree Required

Work Experience:

• Less than 1 year Applying customer service behaviors and communication skills Required


• Less than 1 year Prior Leadership experience Preferred


• Less than 1 year Scheduling and registration if assigned Patient Access Scheduling Preferred


• Less than 1 year Insurance verification and authorization of patient studies if assigned Patient Access Insurance Preferred

Licenses:

• Certified Revenue Cycle Representative Upon Hire Preferred

Knowledge, Skills, and Abilities:

• Core Values: Integrity, Compassion, Excellence, Service


• Annual Health Screening with Infection Control and Blood Borne Pathogens Education


• Safety Awareness: Hospital Fire, Safety, and Disaster Procedures


• Confidentiality: Maintains Employee and Patient Confidentiality


• Attendance: Regular attendance is an essential function of the position


• Character: Attitude, Integrity, Role Modeling


• Job Performance: Results Orientation, Customer Focus, Decision Making, Awareness


• Interpersonal Skills: Communication, Relationship-building, Team Player, Celebration


• Innovation: Breakthrough Thinking, Knowledge-Building/Sharing, Coaching/Empowering, System Vision & Management

Benefits Offered:

• Comprehensive health benefits


• Retirement savings plan


• Paid time off (PTO)


• Education assistance


• Financial education and support, including DailyPay


• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)