Manager, Patient Access - Patient Registration in Louisville, Kentucky at Norton Healthcare

Location: Louisville, Kentucky
Job Category: Pt Access/Scheduling
Job ID: 157020
Facility Group: Norton Hospital
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, e-mail, 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:

• Responds immediately to email and voicemail to ensure highest level of customer service is provided to patients, physicians, physician offices and inter and intra faculty department representatives. Ensures staffing levels are managed to meet the need of patient volumes while maintaining budget and productivity objectives.
• 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 through ensuring processes support the right way to provide service to all customers. Maintains appropriate documentation to support statistical reporting when technology solutions are not available.
• Develop new and current Patient Access staff to be knowledgeable users of technology, and customer service oriented employees. Ensure financial and demographic accuracy via training and regularly scheduled staff meetings. Provide timely feedback to direct reports by completing evaluations by due date, managing up to date files on employee performance and handle counseling/corrective action fairly and accurately in accordance with Norton Healthcare Performance Standards and policies.
• Develops comprehensive customer service programs to include training, key messaging, patient communication, and individual accountabilities. Identifies needs, develops and delivers content for specific training, based upon the operational needs of each area through coaching and role-playing exercises. Establishes ongoing formal and informal training programs for all staff members. Provides weekly updates on patient satisfaction scores per area, and keeps the staff up-to-date on their quarterly ranking.

Qualifications

Required:

• With Bachelors Degree: Three years patient access
• Without Bachelors Degree: Seven years patient access

Desired:

• Certified Healthcare Access Manager

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Screening requirements:

• Background check
• License & education verification
• Employment reference verification
• Drug Screen

Norton Healthcare offers a competitive benefit package, including:

• Paid vacation, sick days and holidays
• Paid parental leave
• 403b/401k retirement plan
• View more: Benefits Guide
• Medical, Dental, and Vision Insurance

Discover meaningful career opportunities at NortonHealthcareCareers.com.
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Norton Healthcare is a leader in serving adult and pediatric patients from throughout Greater Louisville, Southern Indiana, the commonwealth of Kentucky and beyond. The not-for-profit hospital and health care system is Louisville's second largest employer, with more than 20,000 employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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