Job description
Job Title:
Manager Patient Resource CenterReq:
2023-0352Location:
Department:
Clinic Patient Resource CenterShift:
Type:
Full TimeFTE:
1Hours:
City State:
Renton, WASalary Range:
Job Description:
TITLE: Manager Patient Resource Center
JOB OVERVIEW: Serves customers by planning and implementing resource center strategies and operations; improving systems and processes; managing staff.
DEPARTMENT: Patient Resource Center
WORK HOURS: Typically, Monday - Friday. As required to fulfill responsibilities.
REPORTS TO: Director Patient Resource Center
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Bachelor's Degree in Healthcare or Business required. Six (6) years of relevant and applicable experience in Patient Access or Healthcare Management may substitute degree requirements. Master's Degree in Health Administration or related field preferred.
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Minimum two (2) years' experience working in a healthcare setting.
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Minimum one (1) year experience in supervision.
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Must be proficient with MS software suite, computer hardware, and troubleshooting. Experience with Epic electronic health record and telephony systems preferred.
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Ability to effectively communicate in English.
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Demonstrates the ability to work both collaboratively and independently
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Effective supervision, human resource, team building, and interpersonal skills required
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Ability to work collaboratively with Clinical leaders and Clinic Managers to assure patient needs are met and clinic resources are efficiently scheduled and utilized.
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Ability to work effectively in a rapidly changing environment.
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Demonstrated flexibility and manageability of multiple demands.
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Excellent customer service skills and a patient focus.
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Demonstrated ability to interact in a professional manner with internal and external customers and establish and maintain effective relationships with others.
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Must be able to apply specific departmental policies rules and regulations relating to verifying patient information, collecting payments, and maintaining records and forms.
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Knowledge of quality / Process Improvement techniques and philosophies, as appropriate to position.
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Knowledge of call center operations; understanding of the trends and challenges of a call center environment.
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Must possess ability to work independently, with a minimum of direction, and take initiative in problem solving.
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Must be able to interact professionally and effectively with a wide variety of people, including operations staff, providers, the general public and departments in VMC. Attention to detail and excellent organizational skills are essential. Must be able to function effectively in an environment with frequent interruptions and multiple tasks.
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Generic Job Functions: See Generic Job Description for Manager.
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Essential Responsibilities and Competencies:
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Participates in Quality Assurance/Quality Improvement efforts to identify potential areas of improvement and assist in project implementation
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Serves as liaison with other VMC clinics/departments/specialties to coordinate service and resolve day-to-day issues/problems. Adheres to and monitors compliance with regulatory requirements in all areas of patient care. Functions with an awareness of safety needs and implements appropriate safety measures.
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Demonstrates awareness of legal issues in all aspects of patient care and takes action to limit or reduce risks.
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Effectively uses data on quality care, customer satisfaction, productivity, cost, utilization, and staff satisfaction to direct overall performance and development of staff within the clinic network. Demonstrates understanding of and commitment to sound financial management and viability of the organization.
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Manages day-to-day operations of department reflective of VMC mission and goals. Assumes primary responsibility for day-to-day operations oversight.
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Research and resolve patient complaints. Supports and enhances excellent customer service and care. In partnership with Director, Primary Care Director, and Associate Medical Director assures access to care that meets customer and care requirements, and results in efficient patient flow.
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Demonstrates awareness and sensitivity to patient and family rights as identified within the institution.
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Demonstrates commitment to the organization's mission, core values, and leader/caregiver commitments.
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Implement network strategies and service plans through participation in clinic and network forums setting the direction for services in our community. Assures implementation of business objectives in accordance with network-wide standards.
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Participates in network leadership and direction as a part of the network operations committee.
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Actively represents VMC in local community activities. Promotes a positive image of VMC and the clinics within both the hospital and the community at large.
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Works collaboratively with other managers (using each other's strengths) to optimize resources and outcomes across the clinic network. Learns from each other to implement successful practices across the network.
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Works collaboratively with the director to assure financial viability, operational and clinical excellence.
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Together with the director, develops budget and monitors performance. Identifies variances and implements corrective action. Identifies clinic capital needs.
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Implements business operations policies and procedures and formulates improvements in partnership with Patient Financial Services
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Educates and mentors staff on identified quality and service targets. Assures compliance with regulatory and practice standards. Collaborates with director and staff to establish and achieve professional and technical standards. Assures comprehensive orientation and training of staff.
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Provides a sense of leadership to the department staff, consistently demonstrates high ethical standards and personal integrity. Leads by example. Promotes team building, interpersonal communication, and problem solving. Demonstrates behaviors that value diversity.
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Promotes staff morale and job satisfaction by utilizing staff to the fullest extent of their license.
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Demonstrates self-responsibility, accountability for practice and professional development.
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Recruits, hires, develops, holds staff accountable to performance expectations and standards, coaches and develops staff, disciplines, and terminates staff when necessary. Prepares and presents performance reviews. Assures adequate staffing levels to meet patient needs.
PRC SPECIFIC RESPONSIBLITIES
In partnership with PRC director, provide guidance for Patient Resource Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements needed for effective and accurate appointment scheduling, establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Assures Customer Service performance metrics are achieved.
Acts as mentor to PRC Supervisors.
Monitors registration data and registration work queues for quality and accuracy and timeliness.
Works in collaboration with Clinic Managers, Providers and Capacity Management team to assure that scheduling requirements and scheduling pre-requisites are met.
Manages the referral coordination work to include obtaining information needed for authorization and pre-authorization prior to scheduling, communicating with the practice regarding any clinical information needed and coordinating with the patient to schedule the appointment.
Works closely with PRC leadership, to develop, implement and maintain department standard work.
In partnership with the Manager of Health Promotions, collaborates on outbound health promotion activities.
Maintains and improves Patient Resource Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Develops Patient Resource Center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Accomplishes Patient Resource Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets Patient Resource Center financial objectives by setting expectations that align with department budget; analyzing variances; monitoring performance and initiating corrective actions if necessary.
Prepares Patient Resource Center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in Health care call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments and expanding services across the enterprise.
Oversees the management of PRC staff to include quality, performance improvement, retention strategies, recognition, and compensation strategies.
Job Qualifications:
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Bachelor's Degree in Healthcare or Business required. Six (6) years of relevant and applicable experience in Patient Access or Healthcare Management may substitute degree requirements. Master's Degree in Health Administration or related field preferred.
-
Minimum two (2) years' experience working in a healthcare setting.
-
Minimum one (1) year experience in supervision.
-
Must be proficient with MS software suite, computer hardware, and troubleshooting. Experience with Epic electronic health record and telephony systems preferred.
-
Ability to effectively communicate in English.
-
Demonstrates the ability to work both collaboratively and independently
-
Effective supervision, human resource, team building, and interpersonal skills required
-
Ability to work collaboratively with Clinical leaders and Clinic Managers to assure patient needs are met and clinic resources are efficiently scheduled and utilized.
-
Ability to work effectively in a rapidly changing environment.
-
Demonstrated flexibility and manageability of multiple demands.
-
Excellent customer service skills and a patient focus.
-
Demonstrated ability to interact in a professional manner with internal and external customers and establish and maintain effective relationships with others.
-
Must be able to apply specific departmental policies rules and regulations relating to verifying patient information, collecting payments, and maintaining records and forms.
-
Knowledge of quality / Process Improvement techniques and philosophies, as appropriate to position.
-
Knowledge of call center operations; understanding of the trends and challenges of a call center environment.
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