Mgr, Comp Access Ctr Ops

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of whats possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in peoples lives.

Work Shift ----------

United States of America

Job Summary:

The Comprehensive Access Center Operations Manager is a professional who provides leadership and management of the staff under their purview through the effective use of knowledge and skills to promote the creation of a unified department. Manages centralized scheduling, pre-access and clerical staff. Oversees the daily activities of the staff under the scope of Comprehensive Access. Responsible for the day-to-day operations of the Scheduling department through the management of departmental Key Performance Indicators. Implements real-time programs of improvement to enhance performance as required. Coordinates activities with lead staff and other personnel. Plans, organizes, delegates and manages staff functions relating to the assigned services and/or facility(s). Works closely with peer leaders and with the system and facilities to help manage WellStar Health Systems Comprehensive Access Services Scheduling department(s). This role requires the ability to assist with and facilitate change management programs of work/onboarding new programs of work. Participation in optimization efforts as they relate to a patient scheduling and pre-access operations. The Manager creates and ensures a desirable, safe work environment that enables the organization to meet or exceed its mission and goals. He/She models the way to foster communication and collaboration with physicians, staff, patients and other departments, and is responsible for performing a wide variety of management tasks requiring independent judgment, ingenuity and initiative.

Core Responsibilities and Essential Functions:

Administrative Duties / Safety & Quality

• Able to work scheduled hours and must be flexible to meet the needs of the department.
• Assist staff with job responsibility and job function concerns.
• Coordinates department activities with lead staff and other personnel.
• Facilitates departmental staff meetings on a monthly basis.
• Oversees QA/QC/Training/Reporting functions as needed and ensures department participation in P.I. initiatives.
• Manages, assigns and delegates work to staff for the various work stations EMR, Electronic Orders, Authorization, WQs, etc.)
• Communicates with facility managers and other staff to assure appropriate schedules.
• Make necessary changes to scheduling templates as requested by facility.
• Reviews scheduling procedures with the appropriate physician(s), as needed.
• Keeps department current in regard to Medicare Guidelines referencing exams that require Medical Necessity checks.
• Assists with developing and educating staff on new DPP and SPPs.
• Represents the Comprehensive Access Center during site-specific meetings, such as managers meetings, Safety, EOC, Denials, etc.
• Assists scheduling personnel to ensure adequate time slots for patients.
• Completes and/or oversees necessary paperwork, monthly statistics, etc.
• Performs Time and Attendance functions, if applicable.
• Maintains and promotes standard of care as outlined in the policies and procedures.
• Monitors the utilization of contract personnel and reviews prior to usage with the dept leader(s) for pre-approval.
• Understands Scope of Service for the department.
• Actively participates in Leadership WellStar - by completing Cascade Learning Modules.
• Fosters an environment of Employee Satisfaction - Reward and Recognition.
• Assumes responsibilities for all other duties assigned.

Team Management / Customer Service

• Knows the existing lines of communication and authority, handles communications properly and is dependable and cooperative.
• Maintains department records, JCAHO, State and Federal regulations and Performance Improvement.
• Ensures quality patient care by ensuring accurate and timely scheduling of services and procedures.
• Works with marketing and physicians office personnel to improve processes.
• Cooperates with other managers to provide quality service to our patients, physicians business intelligence representatives and other customers.
• Monitors customer call answer speed, abandonment rates, call handle and hold times and identifies/implements processes to improve metrics.
• Periodic assessment of telephony systems (Genesys, Avaya, etc.) to ensure efficient navigation of phone tree, call distribution, and recording, etc.
• Provides privacy for patients/customers according to HIPAA guidelines.
• Provide timely follow-up with patient/customer/ facility concerns.
• Utilizes scripting and rounding to improve customer service.
• Recognizes that total patient care starts when the patient schedules their procedure and ends when the physician/patient have the results from the service/exam/procedure.
• Work in partnership with One Wellstar providing guidance and implementation of enterprise policies and procedures.

Financial Accountability / Successful Growth

• Actively participate in the annual budgeting process. Ie. Capital and Operating budgets.
• Proactively monitors department budget for areas of responsibility to manage expenses at or below budget.
• Communicates and evaluates department needs concerning budget and investigates variances.
• Monitors staffing levels and overtime to validate usage and/or request necessary staff positions.
• Monitors facility backlogs and informs leadership when appropriate.
• Actively engaged with new facilities to ensure scheduling templates, reminder calls, and resources are available for operational success.
• Actively engages with system and facility financial leaders working on decreasing/eliminating denials.
• Ensures successful integration of the Service Line Navigators by collaborating with the service line leadership and physicians.
• Continually monitors Referrals, Appt Requests, WQ volumes to ensure back logs are not occurring. Reports concerns to leadership.
• Conducts proactive outreach to the practice and clinic leadership to build positive relationships.

Performs other duties as assigned

Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

Bachelors Health Administration or Bachelors Business Administration/Management or Bachelors Other

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

CHAM-P - Cert Healthcare Access Mgr - Provisional (1 year) within 1 Year Additional License(s) and Certification(s):

Prefer Epic Cadence Certification Preferred and experience with Epic Cadence Reporting Preferred

Required Minimum Experience:

Minimum 3 years Management experience (overseeing people leaders) in Contact Centers Required and Minimum 2 years Experience in the medical field, practice operations management, providers template, scheduling, and change management Required 5 years of management experience (in lieu of Bachelors degree requirement) Required

Required Minimum Skills:

Demonstrate working knowledge of computers, information systems and maintains records. Medical Terminology experience. Excellent communication skills and organizational skills. Experience with Microsoft Suite products especially Word and Excel. The individual must be able to communicate and understand verbal and written English language and display a positive attitude (see WellStars Mission, Vision, Credo and Code of Conduct).

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