Manager, Patient Access (Lake Nona Town Center)

Nemours is seeking a Patient Access Manager, (Full-Time), to join our team in Orlando, Florida. 

This is a hybrid position.

The Manager, Patient Access provides leadership, organization, planning, direction and coordinated administration of the Access Center to facilitate ease of appointment access for Nemours patient families.  This position drives accurate and efficient registration and appointment scheduling to ensure full utilization of provider schedules, matching all prospective and established patients with the right provider, in the right appointment, in the right timeframe. This position communicates and collaborates with departmental and site administrative, nursing and physician leadership to ensure satisfaction with all scheduling and triage activity.

The Manager, Patient Access maximizes efficiencies through daily management systems and continuous improvement methods, and liaises with Corporate Information Services, Business Development, Human Resources and other departments to support the needs of the Access Center. This position applies consistent policies and leverages technology for optimal results to ensure the Access Center meets all KPIs including referral conversion, call center metrics such as abandonment rate and speed to answer, and other access goals. This position is responsible for implementing process changes identified through the revenue cycle process or regulatory audits and anticipates and encourages the researching of business needs to develop, plan, and implement proactive solutions.

• Work collaboratively with Administrative, Nursing and Physician Leadership to ensure service excellence and access to care.
• Monitor Access Center performance through measure of key operational metrics including but not limited to: referral conversion, abandonment rates, call volumes, appointment availability, physician and patient appointment cancellations and other performance measures.
• Identify process improvement and technology enhancement opportunities.
• Provide Administrative, Nursing and Physician Leadership with standard reports that help monitor and maintain the highest level of performance and consistency in all patient access areas.
• Resolve issues related to outpatient access, and when appropriate develop action plans in collaboration with appropriate leaders.
• Directly supervise and coach Access Center Supervisors to ensure adequate staffing levels are maintained, identifying development opportunities for high and low performers.
• Participate in the evaluation of provider templates to maximize effective and efficient utilization of time and resources through regular review of provider templates and utilization.
• Conduct rounds and communicate routinely with providers and support staff to ascertain satisfaction with services and to identify opportunities for improvement.
• Act as an intermediary, when necessary, between patients, families, referring community, departments and staff. 
• Develop and sponsor associate growth. 
• Other duties as assigned.

Requirements

• Bachelor’s Degree required.
• Minimum 5 years of experience required.
• Five years or greater experience in revenue cycle with emphasis on patient access.