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Patient Access Outpatient Services Manager

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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

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Penn 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.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?


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.

    • Helps identify and solve problems to establish effective working relationships with colleagues, patients, and customers; proactively determines underlying or hidden problems that may result in potential issues.
    • Collaborates with the Associate Director/Director to ensure staffing needs are met as well as productivity guidelines are followed.

    ·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 believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

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.

   Current UPHS employees must apply HERE
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