What are the responsibilities and job description for the Manager Patient Access and Experience position at Fairfax Radiology Centers, LLC?
Who you are:
As the Manager of Patient Access and Experience for Fairfax Radiology Centers (FRC), you are a patient-focused leader committed to delivering exceptional service experiences.
You take pride in creating and implementing efficient front-end systems and processes that ensure warm, friendly, and seamless interactions for every patient. Working closely with Center Managers, you excel in training, supporting, and monitoring the performance of Patient Coordinators across all locations.
With your attention to detail and dedication to excellence, you ensure accurate patient registration, promote efficient center operations, and drive revenue capture. You are a strategic thinker and effective communicator, passionate about fostering a culture of service excellence and operational success at FRC.
What you’ll do:
- Oversee patient coordinators' performance, including registration, check-in procedures, and front desk operations.
- Collaborate with clinical and non-clinical departments to ensure consistent implementation of patient-centered practices.
- Manage scheduling for float and PRN patient coordinators in partnership with center managers, aligning staffing with operational demands adjust as needed.
- Conduct comprehensive front desk training for new patient coordinators and provide periodic refresher training for existing staff on customer service, registration accuracy, and other front desk tasks.
- Establish and monitor productivity standards for front desk roles, recommending improvements to enhance efficiency, accuracy, and patient satisfaction.
- Collaborate with center managers to address performance or behavior issues, offering input for coaching or disciplinary action.
- Provide on-site assistance and act as a resource for patient coordinators during staffing challenges.
- Monitor patient feedback and survey results to identify opportunities for training and operational enhancements.
- Manage the Patient Relations phone line and emails, resolving complaints through collaboration with finance, billing, coding, IT, and clinical operations teams.
- Work with billing managers to identify and implement improvements in revenue capture through patient coordinator activities.
- Engage with staff across all locations and shifts, including occasional weekends and evenings, to develop staff, observe workflows, and assess quality.
- Set priorities and meet deadlines while maintaining attention to detail and managing change effectively.
- Establish and uphold professionalism and collegiality standards for patient coordinators.
- Assist patient coordinators in resolving center-specific issues in partnership with center managers.
What you’ll bring:
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A bachelor’s degree and five years of experience in a service-oriented industry, with at least two years in a management role.
- A combination of education and experience will be considered.
- Healthcare experience is preferred.
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Exceptional communication skills:
- Strong verbal, interpersonal, and written abilities.
- Capability to present ideas in a business-friendly and user-friendly manner.
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Proficiency in Microsoft Office platforms:
- Skilled in PowerPoint, Excel, Teams, and Outlook.
- Prior experience with healthcare software is a plus.
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Flexibility and mobility:
- Ability to travel by car to all FRC locations as needed.
Who we are:
In addition to our suite of competitive and comprehensive employee benefits, you may also be eligible for the following:
- Employer paid Short-term and Long-term Disability Insurance
- Profit Sharing Plan
- Free Parking
FRC provides equal employment opportunities to all employees and applicants without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, or gender identity or expression, national origin, disability, military service, and genetic information (including family medical history), or any other factor protected by law (“Protected Characteristics”).
