Patient Access Manager - UI Patient Access Center
The Patient Access Manager’s responsibility will be to provide leadership in the coordination and administration of outpatient clinical scheduling within the UI Patient Access Center (UI PAC) within UI Health Care. This will be accomplished by planning, organizing, directing, controlling, and evaluating scheduling and scheduling related functions in the UI Patient Access Center. This position will directly supervise patient access staff members. This position will collaborate with the Ambulatory Clinics, Department of Nursing, the Carver College of Medicine, and all other stakeholders to enhance care options and to maximize patient access to UI Health Care. They will develop new and monitor existing reporting tools to evaluate workflow, staff performance, and system performance in scheduling and visit management. Finally, this position may perform other duties as assigned.
*This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
Responsibilities:
- Manage, coordinate, and direct the scheduling and visit management patient access.
- Directly supervise the patient access staff members of the UI PAC to meet the goals and needs of the outpatient clinical areas related to scheduling patient appointments.
- Oversees patient access across multiple sites.
- Manages the contact center operations within their assigned areas, including scheduling activity associated with incoming and outgoing scheduling calls and contacts via electronic scheduling methods.
- Lead activities related to scheduling system upgrades.
- Collaborate with many departments at UI Healthcare including but not limited to: leadership teams in each department, PFS, HCIS Epic teams as well as many others.
- Work closely with the Director of the UI PAC to review potential issues associated with scheduling.
- Clearly communicate expectations to support staff members.
- Maintain effective working relationships with faculty, staff, students, and across multiple UI Health Care support departments.
- Support the work and strategic goals of the UI Patient Access Center.
- Serve as a liaison between clinic & hospital staff at various levels.
- Monitor Cisco and assign/reassign the daily work of staff based on business needs.
- Provide functional and administrative supervision over scheduling and support staff including hiring, scheduling and assigning work, establishing work priorities, performance evaluations, and disciplinary action.
- Hire, develop, and manage the performance of staff. Sit on search committees for open positions and have input on new hire making decisions.
- Assure that scheduling staff are compliant with UI policies and procedures.
- Provide ongoing communication with staff to motivate, develop, and praise accomplishments.
- Prepare (and as called upon) present special and periodic operational and fiscal reports.
Pay Level: 5A
Professional and Scientific Pay Structures | University Human Resources - The University of Iowa
Required Qualifications:
- A Bachelor’s degree or an equivalent combination of education and experience is required
- Typically, 3-5 years of administrative experience is required
- Experience with directly supervising employees is required
- Excellent written and verbal communication skills. Experience with presentations and public speaking is required
- Proficiency in computer spreadsheet and database applications. Experience with data analysis is required
- Commitment to customer and employee satisfaction is required
- Knowledge of patient scheduling, scheduling workflows, and electronic scheduling systems is required
- Ability to facilitate positive outcomes by collaborating and working in a team environment, establishing and meeting/exceeding department objectives and deadlines is required
- Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments
Desired Qualifications:
- Experience in a contact center is desired
- Leadership experience in a healthcare setting is desired
- Documented ability to communicate effectively with physicians, medical personnel, administrators, supervisors, and staff is desired
- Proficiency in Microsoft applications including but not limited to OneNote, Excel, and Word. Experience in utilizing and understanding Tableau reporting tool
- Knowledge of UI Health Care policies, procedures, and regulations is desired
Application details:
In order to be considered for an interview, applicants must upload the following documents and mark them as required to the submission:
- Resume
- Cover Letter
Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and education verification. For additional questions, please contact kaitlin-luoma@uiowa.edu
Equal opportunity/affirmative action employer
The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, gender identity, or associational preferences.
Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, (319) 335-2660 or fsds@uiowa.edu. For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543.
