What are the responsibilities and job description for the Patient Access Manager-Scheduling position at Cuyuna Regional Medical Center?
POSITION SUMMARY
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The Scheduling Manager, in conjunction with the Admitting and Scheduling Director and the Admitting Manager, assumes responsibility for the functions of clinic appointment scheduling and reception at multiple clinic sites. They oversee the day to day operations of these functions including hiring, training, planning, assigning and directing work, monitoring performance and productivity, addressing patient, employee and visitor complaints. They are responsible for carrying out management duties in accordance with organization policies and applicable laws and regulations. The Scheduling Manager will be expected to demonstrate exceptional customer service skills and to create an environment for staff that promotes positive interactions with all internal and external customers. This position will develop and implement criteria, policies and procedures related to Scheduling.
POSITION QUALIFICATIONS
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Education and Experience:
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High School Diploma or equivalent. Completion of a Medical Secretary, Medical Office Administration or Health Information Program or comparable experience in a healthcare, reception or office setting. Three years of related experience in a health care setting or two years supervisory/lead experience.
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License/Certificates:
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N/A
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Special Skills and Aptitudes:
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- Must possess strong leadership, communication, and problem-solving skills.
- Effective interpersonal relationship skills including good listening and communication skills.
- Ability to communicate effectively in a variety of settings and with a wide variety of people and different organizational levels.
- Ability to develop effective relationships with various stakeholders.
- Ability to effectively supervise employees.
- Ability to handle confidential information discreetly and appropriately.
- Ability to develop and implement plans for department operations.
- Ability to adapt resources to meet the needs of the situation.
- Ability to properly operate all equipment required for this position.
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ESSENTIAL RESPONSIBILITIES
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- Assume responsibilities as directed by the Admitting and Scheduling Director.
- Create and manage schedules and timecards, including approving PTO requests, taking staff call-ins and filling shifts timely and efficiently.
- Determine appropriate staffing levels and implement staffing plans as patient volumes evolve, including managing overtime as appropriate.
- Demonstrates a thorough knowledge scheduling processes in achieving compliance with HIPAA regulations maintaining confidentiality and respect for the privacy of our patients and family members.
- Serves as a resource for staff and develops appropriate training and resources for staff.
- Ensure efficient and effective appointment scheduling organization though communication and coordination with physicians and providers.
- Serves as a liaison with the phone system and demonstrates thorough knowledge of the phone system capabilities.
- Serves as a resource to reception, admitting and scheduling staff and liaison staff in regard to insurance i.e. insurance types, plans and eligibility.
- Serves as communication liaison between ancillary Departments and Scheduling staff.
- Provide support, guidance and ongoing timely feedback to staff, to include assisting the Admitting and Scheduling Director with performance appraisals.
- Provide immediate follow up, documentation and communication of incidents to appropriate manager and Director.
- Anticipate actual/potential problems that may occur and set priorities accordingly.
- Assist staff to interpret change in a positive manner.
- Assure department complies with Infection Control, Safety and CRMC’s Policies and Procedures.
- Demonstrates Standards of Excellence when other duties are assigned.
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