Manager, Patient Access, Norton West Louisville Hospital

Norton Healthcare; Louisville (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading healthcare provider is seeking a Manager for Patient Access at Norton West Louisville Hospital. This role involves managing daily operations, ensuring quality service, and training staff. The new facility, opening in November 2024, aims to transform healthcare in the community with comprehensive services.

Qualifications

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

Responsibilities

• Manage daily functions in Patient Access area.
• Provide quality service to patients and staff.
• Train staff on updated procedures.

Skills

Customer Service

Communication

Conflict Resolution

Education

Bachelor's Degree

Job description

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Responsibilities

1. Manage and coordinate all daily functions in the assigned Patient Access area.
2. Provide quality service to patients, physicians' offices, and ancillary departments.
3. Provide educational materials and train staff on updated procedures and additional services offered by the facility.
4. Maintain and develop communication channels with staff through department meetings, email, and one-on-one counseling.
5. Interview, hire, and train employees.
6. Review and evaluate employee performance.
7. Research and resolve conflicts.
8. Identify opportunities for improvement and develop action plans to meet objectives.
9. Ensure all Patient Access processes support timely patient flow.

Key Accountabilities

• Serve as a subject matter expert in areas such as Electronic Medical Records, policies, and procedures.
• Assist with change implementation and demonstrate positive role modeling.
• Act as a patient advocate, ensuring processes support excellent service to all customers.
• Maintain documentation to support statistical reporting when technology solutions are unavailable.
• Develop and train Patient Access staff to be knowledgeable users of technology and customer service-oriented.
• Ensure financial and demographic data accuracy through training and staff meetings.
• Provide feedback via evaluations, manage employee performance files, and handle counseling/corrective actions fairly and in accordance with policies.
• Develop comprehensive customer service programs, including training, messaging, and communication strategies.
• Respond promptly to emails and voicemails to ensure high customer service levels.
• Manage staffing levels to meet patient volume needs while maintaining budget and productivity goals.

Additional Information

Norton Healthcare is committed to health equity. Norton West Louisville Hospital, opening in November 2024, will offer comprehensive services including emergency, inpatient, surgical, and imaging services, serving both adults and children. The facility is designed with community input to transform healthcare for future generations.

Qualifications

• With required degree: Three years of patient access experience.
• Without required degree: Seven years of patient access experience.
• Bachelor's Degree required.
• Desired: Certified Healthcare Access Manager.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Healthcare Provider
• Industries: Hospitals and Healthcare