Job Posting - Senior Access Manager, Winship Cancer Institute

Job Title:
Senior Access Manager, Winship Cancer Institute

Emory Healthcare

Atlanta, GA

Job Summary:

  • SUMMARY: Utilizing the balanced approach of first Leading Self, then Leading Others, and then Leading the Business, the Access Manager will help drive better outcomes in the areas of patient experience, quality, safety, retention and budget. Provides coordination and oversight, critical thinking, and accountability for the daily execution of Patient Access operations. Works directly with providers and clinic leaders to improve access to care. Analyzes organizational systems and processes and makes recommendations for improvements in patient Access. Participates in and coordinates activity related to space utilization, operational analysis, financial analysis, and/or process improvement initiative. Communicates and coordinates between Patient Access and Clinical section to support the implementation of operational changes and new initiatives that will improve the patient experience and achieve project goals. Interprets, ensures and facilitates information exchange to Sections and promotes open communication with Section and call center staff. Analyzes and prepares appropriate response and action to problems as they are identified. Monitor and act on Press Ganey scores and drivers. Compile management reports as requested. Assist with new system module review and implementation. Span of responsibility includes clinic-based and any hospital services.
  • CLINIC PARTNERSHIP: Reports issues to section administrators and Patient Access leadership as identified and partners to resolve those issues. Collaborates with clinic and call center Manager to promote compliance with The Emory Clinic patient scheduling procedures, and establish uniform application of policy. Monitors department budget as assigned to ensure compliance with fiscal constraints. Keeps current on insurance regulations, managed care contracts billing regulations, coding and fee schedules. Participates to identify best practices regarding referral management (both insurance and clinical) and share ideas with clinic leadership. Proactively manages access scorecard, including but not limited to percent new in 14 days, No-show, room utilization, scheduled appointment utilization, realized appointment utilization, and identifies trends. Works with the section administrators to develop and implement action plan to address trends as appropriate. Implements new provider access-related onboarding activities. Assists to design processes to ensure we get the right patient to the right provider at the right time. Average of 80% of time in clinic-related access initiatives.
  • CALL CENTER PARTNERSHIP: Coordinates and facilitates meetings (two times a month at a minimum) with clinic leadership and call center managers/supervisors to celebrate successes, identify opportunities and work to solution. Recognizes and implements solutions in an effort to rectify Patient Access to care deficiencies, applying standard principles and methodologies. Maintain knowledge base of outpatient scheduling requirements and procedures. Collaborates closely with call center manager to ensure continuous open communication about clinical operations and changes that affect the call center operations. Helps to identify appropriate resources to ensure call center tools (guided schedules and Confluence) are updated timely to reduce errors in scheduling or messaging. Works with clinic and call center managers to ensure perceived scheduling or messaging errors are reported for review and coaching and for APP accountability. Average of 20% of time in call center-related access initiatives.
  • CAPACITY MANAGEMENT and OPTIMIZATION: Proactively manages provider schedules to reduce patient appointment wait time and improve patient throughout. Advocate for provider schedules to meet the goal of 240-minute sessions and comply with Patient Access standards. Assure visit types are optimized and followed. Assure all appointment slots are utilized appropriately. Manage overbooks appropriately to minimize impact on scheduled patients. Monitor and act on the master scheduling audit tool (bumps/cancels/sign-offs on scheduling changes). Monitor and act on the appointment utilization capacity report. Monitor and act on physician clinical commitment. Facilitates new provider onboarding process including schedule management and guided schedule process. Manages ZenDesk approval process and owns schedule change management process.
  • OPTIMIZATION: Participates in Patient Access initiatives such as Kyruus, ClientTell and Telemedicine to design, test, and implement technologies and ensure enhancements are reviewed with appropriate clinic partners. Collaborates with Access Manager Team to identify and share best practices and recommend standards across the system. Performs other related duties as required. 

Reporting Structure: 
Dual. Direct reporting relationship to Department leader, Directors of Access.

Minimum Qualifications:
Bachelor's degree required, master's degree preferred and two years of experience in healthcare operations or related field required, preferably in Patient Access. OR 7-years’ experience in healthcare operations or related field in lieu of a bachelor's degree OR 5-years years’ experience within EHC in lieu of a bachelor's degree. Graduation from the Operations Development Program (ODP) in lieu of experience requirements. Demonstrated skills in critical thinking and innovative problem solving. Demonstrated strength in customer service skills for internal and external customers. Demonstrated skills in human relations, time management, oral and written communications. Demonstrated computer skills. 

To Apply:
Contact [email protected].