Manager, Patient Access, Norton West Louisville Hospital

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

Job summary

Norton Healthcare seeks a Patient Access Manager to oversee daily operations, ensuring quality service and staff training. The role involves managing patient flow and developing customer service programs, while advocating for patients and maintaining communication with staff. The new Norton West Louisville Hospital will enhance community healthcare services.

Qualifications

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

Responsibilities

• Manages daily functions in Patient Access area, ensuring quality service.
• Develops and trains staff on technology and customer service.
• Maintains communication channels and evaluates employee performance.

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 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 develops action plans to meet objectives. Ensures all Patient Access processes support timely patient flow.

Key Accountabilities:

• Acts as a 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 quality service to all customers. Maintains documentation for statistical reporting when technology solutions are unavailable.
• Develops and trains Patient Access staff to be knowledgeable users of technology and customer service-oriented. Ensures financial and demographic accuracy through training and regular staff meetings. Provides timely feedback via evaluations, manages employee performance files, and handles counseling/corrective actions fairly and in accordance with Norton Healthcare standards.
• 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. Establishes ongoing training programs. Provides weekly updates on patient satisfaction scores and staff quarterly rankings.
• Responds promptly to emails and voicemails to ensure high-quality customer service. Manages staffing levels to meet patient volume needs while maintaining budget and productivity goals.

About Norton Healthcare

Norton Healthcare is committed to health equity. 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 imaging technology. Serving both adults and children, it is designed with community input to transform healthcare for future generations.

Qualifications

Required:

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

Desired:

• Certified Healthcare Access Manager