Manager, Patient Access, Norton West Louisville Hospital

Norton Healthcare, Inc.; Louisville (KY); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Louisville seeks a Patient Access Manager to oversee daily operations, enhance patient services, and train staff. This role emphasizes quality service, communication, and effective management to ensure patient flow and satisfaction. The new Norton West Louisville Hospital will further enhance community healthcare services.

Qualifications

• Three years of patient access experience with required degree.
• Seven years of patient access experience without required degree.

Responsibilities

• Manages daily functions in Patient Access area.
• Develops customer service programs and training.
• Ensures financial and demographic accuracy.

Skills

Customer Service

Communication

Conflict Resolution

Education

Bachelor's Degree

Job description

Responsibilities

Manages and coordinates all daily functions in assigned Patient Access area. Provides quality service to patients, physician’s offices, and ancillary departments. Provides educational material, and trains staff on updated procedures and additional services being offered by the facility. Maintains and develops communication channels with staff through department meetings, email, and one-on-one counseling. Interviews, hires, and trains employees. Reviews and evaluates employee performance. Researches and resolves conflicts. Elevates opportunities for improvement and action plans to meet objectives. Ensures all Patient Access processes are in line with timely patient flow.

Key Accountabilities:

• Subject matter expert in assigned areas of the Electronic Medical Record, policies, and procedures. Assists with change implementation and demonstrates positive role modeling. Acts as a patient advocate by ensuring processes support providing the right service to all customers. Maintains appropriate documentation to support statistical reporting when technology solutions are not available.
• Develops and trains Patient Access staff to be knowledgeable users of technology and customer service-oriented. Ensures financial and demographic accuracy via training and regular staff meetings. Provides timely feedback through evaluations, manages employee performance files, and handles counseling/corrective actions fairly and accurately according to Norton Healthcare policies.
• Develops comprehensive customer service programs, including training, key messaging, patient communication, and individual accountabilities. Identifies training needs, develops content, and delivers training based on operational needs through coaching and role-playing exercises. Establishes ongoing formal and informal training programs. Provides weekly updates on patient satisfaction scores and staff quarterly rankings.
• Responds promptly to email and voicemail to ensure high-quality customer service to patients, physicians, and staff. Manages staffing levels to meet patient volume needs while maintaining budget and productivity objectives.

Norton Healthcare is committed to health equity in every neighborhood. Norton West Louisville Hospital, opening in November 2024 at 850 South 28th Street, will offer comprehensive services including a 24-hour emergency department, inpatient care, operating rooms, and advanced imaging technology. It is designed with community input to improve healthcare for generations to come.

Qualifications

Required:

• Three years of patient access experience with required degree
• Seven years of patient access experience without required degree
• Bachelor's Degree or equivalent experience

Desired:

• Certified Healthcare Access Manager