Assistant Manager, Patient Access in Ann Arbor, Michigan at Hospice of Michigan

Job Summary: The Assistant Manager, Patient Access supports the Managers of Patient Access in the administrative and operational functions of all incoming referrals. The Assistant Manager is responsible for assistance in monitoring operational processes, producing reports and data analysis, ensuring compliance standards are met, and supporting day-to-day workflow so that the Manager can focus on departmental leadership, staff development and strategic direction.

Essential Functions:

• Supports daily operations of Patient Access, monitoring workflow, volume and turnaround to ensure outcomes are met. Serves as backup to the Managers acting on the Manager’s behalf as delegated.
• Provides day-to-day work direction to Intake Coordinators and Care Coordination Specialists, including assignments, coverage and issue resolution; escalates performance and personnel concerns to the Manager.
• Coordinates with Patient Access Managers for staff schedules to ensure optimal coverage; reviews staff hours and timekeeping and prepares payroll for review and approval by the Manager.
• Possesses thorough knowledge of Referral phone systems, scheduling systems and reporting standards; prepares and analyzes data and trends; provides statistics, reports and records on departmental activities to the Manager.
• Assists in gathering and interpreting operational and quality data for decision making; develops and maintains dashboards, audit tools and tracking logs; flags variances and trends to the Manager.
• Tracks staff mandatory training, and reports status and upcoming expirations to the Manager.
• Assists in updating and maintaining departmental education and training materials and documents;
• Supports process improvement, implementing approved changes; participates in agency-wide performance improvement activities.
• Assists with administrative functions including onboarding logistics, team meeting preparation and follow-up, and staff training on systems and workflows. Attends meetings as requested and ensures necessary information is shared with appropriate staff.
• Complies with the Medicare and Medicaid Hospice Conditions of Participation, privacy and protected health information requirements and the Workplace Safety Program; keeps abreast of best practices and anticipated compliance changes and communicates updates to the Manager.
• Maintains positive, professional relationships with referral sources and community partners; promotes knowledge of palliative care and hospice philosophies and the NorthStar Care Community vision, mission, and values.
• Upholds the organizational policies and procedures and all regulatory and legal requirements.
• Models the NorthStar standards to care for every person, every time, 100% of the time.

Supervision: Reports to the assigned Manager, Patient Access. Provides day-to-day work direction to Care Coordination staff; no formal authority over hiring, evaluation or discipline.

Working Relationships:

Internal: Routinely interacts with staff throughout the organization. Frequent contact with administrative and/or management staff.

External: Contact with patients, families, volunteers and the community including physicians and patient care facility staff.

Qualifications:

• Must possess a minimum of a bachelor’s degree in business related field; or the equivalent amount of education and experience may be considered.
• Two (2) to three (3) years business office operations experience and a minimum of one (1) to two (2) years of health care experience required. Lead or supervisory experience preferred.
• Must be computer literate, with demonstrated advanced proficiency in Microsoft Office Applications, particularly Excel, including experience building reports and analyzing data.
• Working knowledge of business principles and hospice regulatory and compliance requirements, including the Medicare Hospice Conditions of Participation, required.
• Excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, exceptional attention to detail, tact, dependability, emotional intelligence, the ability to maintain confidentiality and promote positive, constructive relationships with communication and collaboration at all levels required.
• Ability to work autonomously and with interdisciplinary teams.
• Understanding of performance improvement; ability to use technology in support of management and clinical operations.
• Ability to read, write and speak English fluently and be able to communicate orally and in writing in internal and external relationships for all essential job functions required.
• The physical demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; traveling; driving or riding in motor vehicle; standing, sitting, walking, bending, reaching, and stretching; lifting up to twenty-five (25) pounds unassisted.
• Must be able to travel and maintain the rigors of a busy schedule. Frequently works variable hours/days; activities and workload may require extended days.
• Reliable transportation required.
• Must be eligible to work in the United States.