Manager, Patient Access

Variety Care Inc; Oklahoma City (OK); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Dental & vision coverage

Job summary

Paycom - ATS in Oklahoma City is seeking a Patient Access Center Manager to lead PAS Supervisors and Specialists, ensuring high customer service and efficient operations. You will create workflows, monitor performance, and coordinate with the department administrator to meet business goals.

The role requires leadership, healthcare or call center experience, and a focus on data-driven improvements in patient access services.

Qualifications

• Bachelor’s degree in business or related field or 3+ years in health care management or call center operations.
• Experience writing routine reports, data analytics, and managing key metrics.
• Experience in customer service or direct patient experience; managing difficult patient situations.

Responsibilities

• Oversee daily operations of PAS Supervisors and PAS team, ensuring high customer service and attainment of performance targets.
• Monitor productivity and generate reports to manage department efficiency and metrics.
• Identify performance trends and take corrective actions to meet targets.
• Develop and update workflows for PAS and other departments within PAC in coordination with the administrator.
• Direct and supervise training/orientation for PAS staff.
• Standardize procedures to improve efficiency and support digital health services like MyChart and E-visits.
• Hire, train, and evaluate personnel; manage performance and terminations as needed.
• Stay informed about health care industry trends to maintain competitive advantage.

Skills

Leadership

Problem solving

Data analytics

Reporting

Communication

Team collaboration

Train & supervise staff

Customer service

Bilingual preferred

Education

Bachelor’s degree in business or related field

3+ years healthcare/call center management

Job description

Department: OperationsPosition: Patient Access Center ManagerEmployee Category: ExemptReporting Relationship: Patient Access Center AdministratorCharacter Core Traits:Availability - Making my schedule and priorities secondary to the needs of those I serve.Dependability - Fulfilling what I consented to do, even if it means unexpected sacrifice.Initiative - Recognizing and doing what needs to be done before I am asked to do it.Enthusiasm - Expressing my joy in each task as I give it my best effort.Patience - Accepting a difficult situation without giving a deadline to remove it.Punctuality - Showing esteem for others by doing the right thing at the right time.Summary of Duties and Responsibilities:The Patient Access Center Manager is responsible for the supervision of the PAS Supervisors and Patient Access Specialists. The Manager is responsible for ensuring that staff productivity standards are achieved, staff is well trained on scheduling and provision of patient services as well as delivering high customer service. Manages and coordinates activities of workers providing telephone customer support, digital communication and telehealth services. Develops clear workflows for staff and manages a variety of reports to manage department effectively.Primary Duties and Responsibilities:Patient Access Center Manager is responsible for overseeing the daily operations of the PAS Supervisors and PAS team, ensuring high standards of customer service, and achieving business goals.Monitors productivity of patient access specialists and generates reports to manage productivity and efficiency of department metrics.Monitors individual, team and Patient Access staff results to identify and act on both positive and negative performance trends to ensure attainment of performance targets.PAC Manager will develop and update the workflows of other departments within PAC such as Referral and Medical Record Specialists in coordination with Patient Access Administrator.Answers questions and recommends corrective services to PAS Supervisors to address patient complaints.Ensures the development and implementation of appropriate systems to facilitate smooth operations of routine functions, procedures, patient needs, company related issues, changes or actions.Directs PAS Supervisors in creating and implementing effective employee orientation and employee trainings.Studies and standardizes procedures to improve efficiency.Formulates, develops and oversees the implementation of all digital health services as related to patient access including MyChart, E-visit and text messaging workflows.Maintains harmony among workers and resolves grievances.Hires, trains and supervises personnel in coordination with the Practice Supervisors to assure efficient workflow of the department(s). Evaluate performance. If necessary, monitor progressive discipline and recommend termination. Establish and maintain performance feedback and employee communication processes.Maintains up-to-date knowledge of the health care and related industries through participation in local and national associations, review of trade publications, development of personal contacts, and in continuing education seminars. Be aware of industry trends in order to maintain competitive advantage.Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment.Trouble-shoots day to day work-related or staffing issues and provides back-up for all support staff positions reporting to Patient Access Specialist Administrator.Directs and controls the functional operation of the department. Supports and maintains Variety Care personnel, finance, and safety policies and procedures.Performs other duties as assigned.Requirements, Special Skills or Knowledge:Bachelor’s degree in business or a related field required, or Minimum of three years’ experience in health care management or call center operations.One or two years of leadership experience in training and/or direct supervision of staff.Experience problem solving - Identifies and resolves problems in a timely manner.Experience with general human resource policies: hiring, coaching, managing and disciplinary protocols.Experience in customer service or direct patient experience- managing difficult or emotional patient situations; promptly responding and resolving complaints, and understanding of importance of customer service excellence.Experience in working with a team as peers and as a leader, building a positive team spirit.Experience writing routine reports, data analytics, and managing key metrics.Experience speaking effectively before groups of patients or employees. Bilingual preferred.ADA Requirements:Must be able to lift 25 pounds.Must be able to sit for extended periods of time.Must have excellent concentration ability.