Access Manager

Provides leadership and clinical operational support to assure effective and efficient delivery of health care within the Heart and Vascular Center (HVC) and Patient Access Center. Supervise/manage patient reception, registration, scheduling, after visit scheduling, cash collections, provider templates, access/slot utilization, compliance activities and patient satisfaction. Provide oversight and management over HVC and PAC support staff. Follow guidelines set forth by HVC administration and the UI Patient Access Center (UI PAC). Key Areas of Responsibility include: Provide Support Services to Clinical and Non-clinical Departments; Communicate/Collaborate with Internal and External Constituents; Develop Programs, Policies, Practices that Enhance Patient/Staff Environment; Human Resources Management; and Financial Management in accordance with policies and procedures. May perform other duties as assigned.

• Manage/supervise, coordinate and direct the daily work of HVC Support Services/Patient Access team.
• Analyze data and information to improve services and outpatient access.
• Work directly with UI PAC to ensure patient access efficiency; co-pay collection; return visits and other metrics are met; support the work and strategic goals of UIHC, HVC and UI PAC.
• Develop plans to meet compliance goals, patient/customer satisfaction expectations and quality of services provided.
• Collaborate with "customer” external agencies and hospital departments to enhance the delivery of services. Coordinate and resolve issues, as needed. Includes (but not limited to): PFS, HCIS EPIC team, and UI PAC.
• Participate in shared governance; sets agenda(s) and lead staff meetings to review operational issues and assure consistency and service line coordination.
• Develop strategies and provides recommendations to improve and support work processes; prepares reports and presentations to HVC leadership, Frontline Operations Leadership, or other committees as requested; responds to performance expectations from FOL and communicates successes and challenges to HVC.
• Work with ancillary hospital departments to improve service coordination and develop recommendations to streamline access facilitation and reduce service delays.
• Support Service Excellence initiatives in patient and customer services; proposes and implements initiatives to improve patient satisfaction through the setting of expectations, effective staff training and integration of scheduling with physician practices. Assists in the expectation that all patients will receive the EPIC After Visit Summary and will receive access information to the EPIC "My Chart'.
• Evaluate provider scheduling templates. Generate/implement recommendations to improve patient flow, decrease patient wait time and improve physician/staff efficiency.
• Responsible for oversight of Press Ganey Patient Satisfaction outcomes; monitor survey responses; identify areas for improvement; implement solutions; set expectations; serve on internal and external committees.
• Analyze scheduling and phone management data and information to improve services. Lead review of patient scheduling, check-in/out and clinic workflows in order to evaluate effectiveness and efficiency.
• Develops and/or implements programs, policies, practices for the HVC consistent with the UI PAC standards.
• Supervise major office projects; identifies equipment and office support needs; reviews current operating procedures to develop an efficiency-based work flow model.
• Perform basic data studies requested by the HVC Physician Executive Director, Chief of Operations, Clinical Operations Director, and/or Nurse Manager.
• Monitor ACD phone lines for utilization, staff performance and customer service response time.
• Receive inquiries from within and from outside the university and resolves personally or by referral to appropriate person, and advises faculty, patients, and staff on policies and procedures.
• Develop plans to meet compliance goals, patient/customer satisfaction expectations and quality of services provided.
• Provide technical expertise to the development of new clinical services and the addition of physicians to the clinic, APP and others.
• Participate in interviews and makes recommendation for hire; trains new employees; reviews and evaluates the performance of personnel. In collaboration with HVC Human Resource Manager makes recommendations regarding performance management; functions as ELMS supervisor.
• Plans, directs, supervises and coordinates the work of employees in HVC registration, scheduling, pre-clinic communication, reception/check-in and checkout and cash collections and reconciliation and coding and compliance.
• Analyze Telephone performance (ACD line) recognizing workflow problems, setting performance expectations and developing new telephone "tree" models to reduce time of calls and call abandonment rates.
• Ensure staff is current with all mandatory compliances and adhere to all policies and procedures (University, UI Health Care, CCOM, and HVC, along with federal and state regulatory agencies).
• Ensure adequate coverage of assignments for customer service roles. Implements staff training, as needed.
• Meet with nurse manager, physicians and staff nurses to identify scheduling logistics to improve the use of clinic rooms, nurse assignments and the design of optimal daily templates for the distribution of visits over the day and week.
• Collaborates with UI PAC to assure continuous improvement of patient scheduling and provider/patient communication.
• Ensure accurate clinic templates maximize slot utilization and that the pending visit appointment list is maintained.
• Assist in developing new service scheduling "set-up" in Epic Revenue Cycle and Scheduling System with accurate mapping to appropriate revenue accounts; advise chart control insurance authorization staff, billing services and Clinic Management Team.
• Develop staffing projections and general expense budget recommendations. Prepare, generate, distribute and present complex financial and statistical data related to HVC Patient Access operations.
• Oversee purchasing activities for unit.
• Monitor operating budget to meet goals; resolve budget discrepancies.
• Analyze unit costs against clinic volume to prepare justifications for hiring staff.

Pay Level: 5A

Professional and Scientific Pay Structures | University Human Resources - The University of Iowa (uiowa.edu)