Job Posting for Manager, Patient Access and Communication at AllerVie Health

At AllerVie Health, our team members are unified around our mission to help patients achieve and maintain optimal health and quality of life - free from the symptoms and suffering of allergies, asthma, and related immunological conditions. From our physician and clinical roles to our administrative and operational support roles and everything in between — we change lives for the better — giving people their lives, health, and vitality back in real, tangible ways. We live every day on mission and wake up excited to tackle new challenges and provide people with health solutions.

When you join AllerVie, you join a crucial workforce that provides meaningful care and service to our allergy patients. We value the knowledge and experience you bring to AllerVie and we reward your efforts and dedication with a competitive compensation and benefits offering that allow you to offer your best to our patients. These benefits include the following for full-time employees (scheduled 30 hours weekly):

Eligible for benefits the first of the following month after date of hire
(3) major medical plan offerings
Dental and vision plan offerings
Supplemental benefit offerings: accident, critical illness, hospital indemnity, short-term and long-term disability, supplemental life insurance, flexible spending and dependent care spending plans
Company paid benefits: $50K basic life and AD&D insurance, Teladoc plan for employee and dependents at no cost, Employee Assistance Program to include work/life balance resources and counseling
401k Plan with VOYA after 6 months of AllerVie employment. Company match of 100% of the first 3% of employee contributions. 50% for the next 2% of employee contributions.
Generous paid time off that increases with years of service
Paid holidays

Job Summary:

The Manager, Patient Access and Communication will provide direct supervision and oversight of our

internal call center functions, both inbound and outbound programs as well as key patient

communication programs and initiatives as well as other operational support needs as assigned.

Reporting to the Vice President, Operations the Manager, Patient Access and Communication will

develop and lead a team for the coordination and execution of associate training, implementation, and standardization across markets.

This position works closely with market Managers, practice administrators and other key stakeholders to collaboratively ensure patients, external providers, payer representatives and others can easily communicate with our organization inclusive of having a means to access to communication avenues to our providers and clinical locations.

This position will also have primary accountability for ensuring patient access, communication between patients as well as other key entities who need to communicate with our locations and in supporting the outbound communication program and in ensuring that Complete Health processes, protocols and standards throughout all practices are met while ensuring support of a value-based care practice model.

Essential Duties and Responsibilities:

The Manager, Patient Access and Communication will work closely with market leadership,

practice administrators and other key stakeholders to develop and manage a patient access and

communication strategy.

Lead and support development of both inbound and outbound call center agent teams, including

determining results by planning, monitoring, and appraising job results and coaching/developing

and performance managing employees.

Establish best practice workflow strategies to be utilized

Ensures operations, administrative integration and coordination of systems and service

initiatives

Support the mission of the organization through the identification of opportunities to provide

education activities

Knowledge of and ability to implement applicable call center key performance indicators,

benchmarks and service level standards

Ensuring agents act as a patient advocates

Excellent knowledge and understanding of integrated phone call systems and electronic health

records

Excellent knowledge of patient access and call center models, scheduling platforms and vendor

systems

Maintains compliance with internal policies and external regulatory guidelines, such as HIPAA

Perform other related duties incidental to the work described herein.

Assist with the integration and onboarding of new call center agents

Manage external call center vendors to support operations

Manage project plan for all call center projects. Provide effective and timely communication to

the key stakeholders as to the status of integration.

Interface diplomatically with internal and external individuals to expedite services and facilitate

requests. Cultivate collaborative relationships.

Ensures that appropriate resources and/or training materials are available to support associate

onboarding implementation of Complete Health workflows and processes

Develop and support training modules and programs for all platforms and systems, various

EMRs, Phone System, Call System, and other systems as identified or assigned.

Develop and support best practice workflows

Provide annual associate skills assessment audits as well as practice regulatory quality and

compliance audits.

Requirements

Bachelor's Degree

Minimum five (5) years’ experience in senior level health care call center leadership experience

Excellent verbal and written communication skills. Meticulous and skilled at documenting

Detailed and organizational skills, strong analytical and troubleshooting skills, results oriented,

exceptional resolution approach, and ability to assess and conduct root-cause analysis.

Experience training end users

Excellent knowledge of call center phone systems

Software development scope/specification documentation

Knowledge of product development and product lifecycles

Ability to learn quickly and work with best practices

Excellent knowledge and understanding of EHRs and Physician Billing Systems

Knowledge of the Commercial, Medicare, HMO, and PPO Programs particularly as it relates to

CPT procedures and ICD-10 diagnostic coding and billing preferred, but not required

Knowledge of, and Systems of Key Performance Indicators (KPI), and performance dashboards

and benchmarks.

Knowledge/Skills/Abilities:

Provides expertise to customers and colleagues regarding systems functionality, operational

workflows, and supporting clinical process implementation

Documents current and future state workflows and recommends workflow changes and designs

solutions to support operational requirements.

Leads patient access and communication projects with a knowledge base of inbound and

outbound call center objectives

Leads and collaborates with key stakeholders in the development of call center programs and

initiatives and knowledge-based materials and indirect staff training prior to launch initiatives

Works with internal stakeholders to implement communication pathways. Create education for

internal operations teams and monitor adoption of practices

Develops training materials and documents to support processes.

Leverages data to improve processes and deepen practice operations and clinical document

integrations.

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Manager, Patient Access and Communication

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