Assistant Manager-Patient Access Call Center

Duties and Responsibilities

Essential Functions:

• Demonstrates service excellence and patient and family centered care by showing respect, honesty, fairness and a positive attitude toward all customers
• Maintains confidentiality.
• Demonstrates dependability, to include attendance and punctuality.
• Is accountable - takes initiative and ownership of issues.
• Displays a professional demeanor. Represents hospital in a positive way. Has a compassionate working relationship with patients and families.
• Assumes personal responsibility for 2-way communication. Communicates and listens effectively with patients, families, coworkers, other departments, physicians/providers and community.
• Supports coworkers, initiatives and a patient and family centered philosophy; pitches in; does own part and helps others.
• Works to continuously improve work environment/processes (Performance Improvement). Demonstrates a patient and family centered focus when considering/developing improvement solutions.
• Represents willingness/enthusiasm to create, embrace and facilitate change.
• Develops self and others; supports a learning environment; leads by example. Encourages patients and families to give feedback and suggestions for improvement.
• Develops working relationships critical to the organization including patients, families, coworkers, other departments, physicians/providers and community.
• Encourages others by providing recognition and support.
• Improves employee and organization's performance by removing roadblocks and empowering staff to take ownership and to be self-directed.
• Ensures that a performance improvement plan and/or disciplinary action is initiated where needed to assist employees to achieve performance standards.
• Thinks critically; utilizes sound judgment; promptly reports potential risks.
• Maintains state of art knowledge of area of specialty, healthcare trends and practice, and populations served.
• Maintains a level of computer literacy appropriate to their role.
• Meets and maintains current all unit specific and organizational skills/competencies, certifications/licensures, as required.
• Completes hospital-required reviews, e.g. HIPAA, safety, health screening, care concerns, and others as assigned.
• Adheres to National Patient Safety Goals.
• Completes required reports (e.g. PI Dash Boards, benchmarks, etc.) on time.
• Insures that 100% of all employees have current licenses, completed yearly health checks, CPR, orientation or re-orientation, where applicable.
• Completes 100% of employee evaluations on time, in a thoughtful and constructive manner. For non-bargaining employees, follows established guidelines for recommended increases.
• Displays ability and skill in budget development, monitoring, and remaining within budgetary limits. Flexes costs downward when necessary, especially when scheduling and monitoring hours worked
• Evaluates operations from a workflow perspective and responds appropriately, redesigns per customer needs and competitive benchmarks.
• Consistently takes ownership of customer problems and follows through to close the loop with the customer.
• Demonstrates the ability to actively listen to employees and customer.
• Maintains the ability to communicate honestly with each customer.
• Listens actively to complaints without being defensive and follows through to make things right.
• Completes departmental competencies.
• Measures competencies of all employees at effective intervals.
• Participates in projects to install or upgrade computer systems. Tests software to ensure accuracy of data and workability of functions.
• Communicates changes in EMR functionality to staff as upgrades and service releases are installed. Continually educates employees about capabilities of the computer system to promote efficiency and accuracy.
• Completes and posts work schedules according to business needs and the guidelines established in the union contract. Serves as point of contact for sick calls as assigned.
• Enters and authorizes payroll information in Kronos so that employees are paid appropriately.
• Communicates process change and work requirements to staff.
• Interviews applicants and communicates recommendations in hiring decisions.
• Prepares feedback to department on quality indicators.
• Coordinates communication to staff regarding errors.
• Addresses conflict when necessary.
• Conducts staff meetings.
• Serves as resource in disaster drills or actual disasters.
• Coordinates or assists in coordinating reports needed by other departments.
• Consistently encourages staff interactions to increase morale; resolves issues whenever possible, supports and attends Article 17 meetings.
• Consistently manages and directs financial resources in a manner consistent with hospital policy and the organization's goals and objectives.
• Provides other duties as assigned; performs support or technical duties of staff employees as required.
• Routinely conducts orientations, including narrative information and patient safety, age/population specific competencies for evaluation of employees.
• Seeks and implements performance improvement activities through benchmarking that provide improvements in staff performance or patient outcomes
• Provides guidance to Patient Access Specialist in communicating need for waivers/ABN's to check in areas.
• Manages communication with office and or patient when test/procedure needs canceled while waiting for authorization.
• In event of emergency or short staffing, will function in role of Patient Access Specialist as needed.