Patient Access Manager

Company Overview

Contentnea Health is a Community Health Center providing comprehensive medical, dental and behavioral health servicesfor members of our communities in Greene, Pitt and Pamlico counties in eastern North Carolina.

Job Summary

Manages the Patent Assistance Center (PAC), referral and health record operations.

Responsibilities And Duties

• Manages daily department operations.
• Establishes performance goals in the areas of quality standards, adherence to established guidelines, efficiency, and customer service and tracks metrics to monitor PAC performance in these areas
• Presents data analysis identifying opportunities for process and service improvement to leadership.
• Develops and implements plans for process and service improvement.
• Serves as a resource for patients, staff and practitioners to offer information and resolve concerns.
• Addresses and resolves escalated calls and patient complaints
• Monitors calls and provides coaching and feedback to department staff
• Collaborates with members of management to establish goals, support the department, improve care coordination, and maximize patient satisfaction
• Ensures PAC scheduling operations align with clinic operations
• Creates appointment scheduling templates in collaboration with members of management
• Adjusts appointment scheduling templates per request of clinical and operational leadership
• Ensures the schedules are accurate for Holidays, inclement weather closures, and practitioner absences.
• Updates phones messages as needed

• Oversees the patient referral process
• Develops, implements, and optimizes the processes for handling outgoing referrals
• Provides guidance, training and support to staff members involved in the referral process
• Collaborates with other departments to streamline the referral process and ensure accurate information exchange
• Implements systems to monitor and track the status of referrals from initiation to completion
• Develops and maintains tracking tools to identify referral patterns, trends, and areas for improvement
  
  

• Oversees requests for health records
• Stays current with healthcare regulations to ensure health records practices comply with legal standards
• Provides guidance, training, and support to Health Records Coordinators
• Enforces confidentiality policies and ensures staff adherence to privacy guidelines
• Manages requests from patients for corrections or changes to their health records
• Develops and maintains procedures to optimize the efficiency of health records processes
  
  

• Participates in quality improvement (QI) activities
• Participates in quality metric directives and departmental QI projects.
• Modifies workflows as determined by department to attain QI objectives
  
  

• Provides management to departmental staff
• Contributes to development of the budget; maintains and monitors the departmental budget
• Determines the most effective method for assigning responsibilities and duties to department employees.
• Maintains job descriptions, procedures and other documentation related to the organization of the department
• Assigns duties and responsibilities, and ensures employees receive instruction/training needed to complete their job responsibilities
• Ensures that employees are aware of and adhere to all company policies and procedures, and conveys all senior management communications and directives
• Reviews departmental work for thoroughness and accuracy, and provides specific instructions on completion of tasks/responsibilities
• Prepares and conducts performance appraisals for immediate staff:
• Conducts hiring, disciplinary, and termination procedures
  

Qualifications And Skills

Bachelor's Degree in Healthcare Administration, Business Administration or related field or Associate's Degree with acquired business experience. Current knowledge of HIPAA Privacy and Security Rules. Previous managerial experience required and experience managing multiple teams strongly preferred.

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