Manager-Patient Access

Northwestern Medicine Catherine Gratz Griffin Lake Forest Hospital; Glenview (IL); On-site; USD 84,000 - 114,000; Full time

Benefits offered by this job

Tuition Reimbursement

Student Loan Repayment

Professional Development

Wellbeing Fund

401(k) Matching

Medical, Dental & Vision Insurance

Life Insurance

Annual Bonus & Incentive

Job summary

Northwestern Medicine Catherine Gratz Griffin Lake Forest Hospital is seeking an Access Manager to lead operations for the NMHC Access Division across Glenview, Grayslake, Deerfield, Vernon Hills, and Gurnee. The role includes an on-call schedule and a flexible work pattern with a focus on patient access services.

The Manager drives fiscal accountability, talent development, and service quality in registration, scheduling, and financial counseling.

Qualifications

• Bachelor's degree in Health Care or related field required.
• Progressive leadership experience.
• Excellent communication and interpersonal skills.
• Problem solving and decision making skills.

Responsibilities

• Establishes and monitors unit budget to meet targets.
• Recruits and retains staff aligned with HR plan.
• Develops systems to optimize resource use and efficiency.
• Oversees scheduling, registration, and patient flow in Access Division.
• Ensures staff are trained and performance is monitored.

Skills

Leadership

Communication

Problem solving

Education

Bachelor's degree in Health Care or related field

Tools

Call center software

Reporting tools

Job description

The salary range for this position is $40.58 - $54.79 (Hourly Rate)

Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement.

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section located at jobs.nm.org/benefits to learn more.

Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you’ll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.

We recognize where you’ve been, and we support where you’re headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.

Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.

Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional, and financial well-being.

Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.

From discovery to delivery, come help us shape the future of medicine.

Benefits

• $10,000 Tuition Reimbursement per year ($5,700 part-time)
• $10,000 Student Loan Repayment ($5,000 part-time)
• $1,000 Professional Development per year ($500 part-time)
• $250 Wellbeing Fund per year ($125 for part-time)
• Matching 401(k)
• Excellent medical, dental and vision coverage
• Life insurance
• Annual Employee Salary Increase and Incentive Bonus
• Paid time off and Holiday pay

Description

Access Manager reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Access Manager leads operations within the NMHC Access Division in Glenview, Grayslake (includes a 24/7 ED), Deerfield, Vernon Hills, and Gurnee. This position includes an on-call rotating schedule and will require a flexible work schedule (mid-morning and late afternoon hours). The Access Division operates registration desks, practice and hospital scheduling, hospital operators, physician referral services, financial clearance and financial counseling services across the NM System. Access Manager is responsible for fiscal, human resource, and quality outcomes for their defined service or department. The Manager places the needs of the patient and other customers as a first priority and demonstrates the skills necessary to meet and exceed expectations. The Manager engages others on a clearly defined, clearly communicated vision and engages individuals and groups to achieve that vision. The Manager identifies and develops organizational talent and embraces continuous learning of self and others.

Access Manager oversees all aspects of the provision of services including the maintenance of safety, performance, quality, practice guidelines, service delivery and patient and customer satisfaction. This position is responsible for financial control and accountability for establishing and monitoring its operating and capital budgets. The manager is responsible for translating the organizations and divisions mission, objectives, policies and procedures into effective action.

Responsibilities

Time, People and Resource Management

• Establishes, implements, and monitors the unit or service areas capital and operating budget to achieve defined targets.
• Recruits and retains staff members consistent with the unit and organizations human resource plan.
• Develops systems for the responsible use of all hospital and practice resources.
• Defines and advances support systems (Telecom, Scheduling and Registration) process in support of departmental, patient and Access Division needs.
• Ensures all staff are trained and developed in all aspects of operations to optimize operational efficiency and effectiveness.

Customer Focus

• Clearly identifies the internal and external customer(s) for their unit or service area and their respective requirements/expectations.
• Actively seeks methods of concurrent and retrospective feedback from customers, listens to customer feedback and implements solutions and/or interventions as appropriate.

Creative Leadership

• Translates organizational vision into a unit or service area vision that engages staff in contributing to and achieving that vision.

Coaching And Development

• Provides daily, just-in-time feedback to improve performance and self-esteem of staff.
• Tracks coaching discussions and actual performance of associates to ensure accountability.
• Seeks ways to match staff members talents and career interests with organizational opportunities.

Continuous Learning

• Continually examines ways to improve business relationships with customers, suppliers, community, etc.
• Seeks and is open to new ideas from a wide range of sources; encourages others to share knowledge and best practices.

Additional Responsibilities

• Ensures measurement and achievement of key performance indicators of the department and devises improvement strategies where needed to ensure performance
• Measure performance against goals in dashboards produced to customers
• Ensures the development, delivery and maintenance of technical in-service and continuing education programs to ensure the continuing evolution of staff competence Quality Management
• Collaborates with medical leadership in the development and implementation of programs/systems
• Maintains current knowledge of technical/clinical requirement of the department
• Monitors patient satisfaction on a regular, periodic and consistent basis and takes appropriate action based upon customer feedback.

Qualifications

Required

• Bachelor's degree in Health Care or related field
• Progressive leadership experience
• Excellent communication and interpersonal skills
• Proficient problem solving and decision making skills, with ability to confront and resolve issues

Preferred

• Master's degree
• Experience with automated call center management, measurement and reporting for Access Managers overseeing contact centers

Equal Opportunity

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case‑by‑case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.

Click on or copy and paste URL to your browser to view detailed benefits information

NorthwesternMedicine Career Page

https://jobs.nm.org/benefits

Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings.

If sign-on bonus is included in a job posting eligibility is as followed: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus. Exception: New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.