Patient Access Manager

SUMMARY:
Under the direction of the Director of Business Affairs, this role is responsible for creating, optimizing, and streamlining processes for coordination of care for patient appointments and delivering a consumer-centric healthcare experience.

The Manager works in partnership with clinical leadership, outpatient clinic managers, and supervisors of the Patient Access team. Provides oversight and productivity management to the Patient Access team, including referral specialists and supervisor(s).

Brown University Health employees are expected to role model the organization’s values of Compassion, Accountability, Respect, and Excellence, as these values guide our everyday actions with patients, customers, and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

Our leaders will also demonstrate:

• Ensure Accountability and Build Effective Teams
• Drive Vision and Purpose and Optimize Work Processes

By applying these competencies, leaders help Brown University Health achieve its strategic goals.

RESPONSIBILITIES:

• Develop, implement, and evaluate patient access programs in accordance with federal, state, and institutional standards.
• Determine operational strategies through needs assessments, reporting tools for referral and template management, denials management, performance reviews, capacity planning, process improvements, and cost/benefit analysis.
• Recruit, select, develop, and evaluate professional and support staff.
• Manage effective utilization of resources to meet established goals.
• Develop policies, procedures, and competencies that integrate medical, nursing, and psychosocial plans of care to meet patient and family needs.
• Plan and implement call center strategies, operations, and financial review strategies; improve systems and processes; manage staff.
• Participate in service quality improvement programs focused on family-centered care principles.
• Serve on committees, task forces, and multidisciplinary performance improvement teams.
• Analyze data to identify opportunities for care improvement; monitor compliance and resolve problems or complaints.
• Assist with strategic planning and workflow implementation to achieve budgeted volumes, revenue, and patient needs.
• Analyze and resolve claims denials; establish proper billing procedures in accordance with state and federal guidelines.
• Collaborate with Patient Financial Services to update billing changes as required by regulations.
• Provide BI support on patient access team metrics.
• Support and develop training programs for Patient Access Center activities, including implementation of training materials.
• Define and optimize the patient scheduling experience, incorporating customer feedback to improve the journey.
• Maintain professional expertise through continuing education; identify staff development needs and maximize educational opportunities.
• Assist with recruitment and onboarding of new staff and providers.
• Utilize continuous improvement approaches to measure performance against standards.
• Communicate regularly regarding client interactions, referral statistics, and phone system performance.
• Promote shared decision-making and staff engagement in ambulatory practice operations.
• Encourage evidence-based practice and incorporate research findings into standards of care.
• Serve as an advisory resource to leadership and staff, ensuring exceptional consumer experience and service excellence.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

Education:

• Bachelor’s degree in business, healthcare management, finance, nursing, or a related field.

Experience:

• Minimum of 2 years management experience in ambulatory practice and patient access.

Work Environment:

• Exposure to inpatient and outpatient settings.

Supervision:

• Supervisory responsibility for up to 30 FTEs.

Pay Range:

$71,136.00-$117,353.60

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Morton Hospital - 88 Washington Street Taunton, Massachusetts 02780

Work Type:

m-f 830a-5p

Work Shift:

Day

Daily Hours:

8 hours

Driving Required:

No