Snr Patient Access Center Mgr | UF Call Center | Day

Overview

Reporting to the Patient Access Center Administrator, the Senior Patient Access Center Manager is responsible for the daily operation of the Access Center, including statistical analysis, coordinating daily activities and expansion of services and report the impact of operations to providers and senior management. Responsibilities will include significant interaction with internal and external stakeholders and other parties relative to the further development of centralized administrative services, including but not limited to, scheduling, registration and referral management. In addition, related responsibilities will include hiring, supervising and staffing and developing reports to measure compliance will call standards, productivity and quality of work standards.
Responsibilities

• Develops and maintains efficient registration and clinic scheduling services prior to delivery of services. Provides appropriate feedback to referring and specialty physicians and data management.
• Responsible for establishing and maintaining a critical yet collaborative relationship with internal and external clients.
• Operationally responsible for appropriate staff scheduling, and ongoing training and coaching necessary to meet Patient Access Center service level and quality. Monitors department budget as assigned to ensure compliance with fiscal constraints.
• Directs the activities of the Patient Access Center Team Leaders to ensure real-time management of Patient Access Center operations.
• Responsible for the management of quality audit and call monitoring results to ensure service excellence and adherence to scheduling protocols. Responsible for scheduling template reviews to ensure service adherence to access standards.
• Coordinates call activities with other UFJPI and UF Health departments and entities. Responsible for interacting with clinic managers and physician leaders to ensure departments meet call standards.
• Monitors patient and provider satisfaction with Patient Access Center. Implements initiatives to enhance satisfaction and service.
• Provides weekly and monthly reporting analysis to the Patient Access Center Administrator outlining the access centers performance, quality adherence and operational issues.
• Utilizes Verint, Avaya CMS, and telecommunications reports, call monitoring and other methods to engage staff in the process of improvement activities that will enhance staff productivity, efficiency and accuracy of information, creating a high performance team environment consistent with the management values of the organization.
• Operationalizes the internal marketing and expansion of centralized administrative services. Coordinates with physician leadership, administrators and office manager to ensure an efficient transition to the Patient Access Center
   
   

Qualifications