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Job ID: 133889
Category: Customer Service/Patient Access
Work Type: FT
Location: West Chester, PA, United States
Date Posted: May 9, 2022
Work Schedule: Full Time Day Shift
DescriptionPenn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
The Manager of Out-Patient Services is responsible for all external Patient Access sites/areas, to include: Fern Hill Lab & Radiology; Kennett Square, Oakland’s and West Grove Lab, MFM, OB/GYN clinic, Cardiac Rehab and Wound Care. This position is responsible for planning, organizing, scheduling and controlling resources. The Manager will ensure an efficient and compliant registration process and ensure that all regulatory and payer requirements are met to create a billable/payable claim. The Manager will also be responsible to optimize customer service to ensure a positive patient experience and patient throughput. This position also Requires excellent communication and managerial skills. Must be effective at analyzing and monitoring data to manage individual staff performance and overall Access performance.
·Proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating with the Associate Director/Director administrative and practice leadership for their individual Department/Locations on an ongoing basis.
·Responsible for proactively communicating with the Associate Director/Director: status of operations, potential issues that may arise, a plan to resolve issues.
·Prepare reports for Associate Director/Director or on departmental activities, which include staff productivity, Individual queue performance, attendance and behavioral statistics and project updates.
·Coordinates monthly/daily staff departments meetings.
·Responsible for Quality Assurance for designated departments
·Must provide assistance with day to day responsibilities
·Comply with all HIPAA and JCAHO regulations.
·Performs other duties as assigned to support the unit, department, entity, and health system.
·Responsible to improve patient access.
·Oversee staff development to ensure competency requirements are met.
·Attends all scheduled meetings, seminars and training opportunities as available.
·Ensures appropriate hiring practices, staff evaluations, process improvement planning, ongoing training, and orientation of employees.
·Ensures appropriate Onboarding hiring practices, staff evaluations, process improvement planning, ongoing training, and orientation of employees.
·Responsible for staff scheduling, ensuring the necessary coverage for the smooth and efficient operation of the registration process.
·Be proactive in identifying process improvements/recommendations within PennChart and actively participate in testing and implementing new updates, etc.
EPIC 1+year of EPIC Experience Preferred
Education or Equivalent Experience:
High School or GED Required and/or Medical office experience, or 3 years of customer service experience. Advanced degree may be considered in lieu of experience
Experience in healthcare / Patient Access required.
College Degree Preferred
Relevant work experience with progressive responsibilities in position(s) held with demonstrated leadership and management skills is preferred
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.