Job Title:  Patient Access Manager

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Location: Remote

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Summary of Position

 

Working under the direct direction of Abax Health's Vice President of Operations the Patient Access Manager serves as the primary liaison between our clients and our Education and Outreach Concierge (EOC) delivery team. Please note that the below job description provides a general outline of expected job duties but, at the company’s discretion, may change at any time.

 

Patient Access Manager

 

The Patient Access Manager will oversee patient outreach initiatives and manage inbound call center operations. They will play a critical role in ensuring seamless and streamlined patient experiences by coordinating outreach efforts for scheduling referrals, managing incoming calls for patients seeking to schedule their appointments or services, ensuring financial clearance is obtained prior to the appointment, and optimizing processes to enhance patient access to healthcare services. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a commitment to delivering high-quality patient care.

 

Duties and Responsibilities

 

• Coordinate patient outreach efforts across multiple modalities to ensure timely communication and engagement with patients regarding active referrals and appointment opportunities.

• Oversee the operations of the inbound call center, including managing call volume, monitoring call quality, and ensuring adherence to service level agreements.

• Develop and implement strategies to optimize call center workflows, streamline processes, and improve overall efficiency.

• Supervise a team of call center representatives, providing guidance, support, and performance feedback to ensure exceptional service delivery.

• Collaborate with clinical staff, administrative teams, and other departments to address patient inquiries, resolve issues, and facilitate seamless care coordination.

• Utilize patient data and Abax analytics to identify trends, assess patient needs, and implement targeted outreach campaigns to enhance patient engagement and satisfaction.

• Ensure compliance with healthcare regulations, privacy laws, and organizational policies related to patient information security and confidentiality.

• Develop and maintain comprehensive training programs for call center staff to ensure proficiency in handling patient inquiries, navigating electronic health records, and maintaining professional communication standards.

• Monitor key performance indicators (KPIs) related to patient access, call center operations, and patient satisfaction, and implement corrective actions as needed to achieve performance targets.

• Stay updated on industry trends, best practices, and emerging technologies in patient access management and call center operations to drive continuous improvement initiatives.

 

Staff

 

• Monitor and report daily/monthly productivity

• Ensure Team members comply with Abax policies and procedures

• Verify and monitor time off requests

• Able to fill in when necessary

 

Preferred Qualifications/Experience

 

• Five years of Healthcare Patient Access, Insurance Verification, Authorization, No Surprise Billing, Scheduling, or Revenue Cycle Management experience

• Two years of leadership experience in a contact center or BPO environment

• Prior knowledge, skills, and experience working in a contact center and leading a contact center team

• Ability to manage EOCs handling a high volume of customer inquiries with a commitment to excellence and customer satisfaction

• Excellent verbal and written communication skills

• Exceptional customer service skills are required

• Conflict resolution skills

• Knowledge and experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products are required

• Familiarity and experience using a customer contact through text, phone, autodialer, and email 

• Familiarity with web-based systems and tools.

• Ability to work cooperatively and effectively to achieve goals and expectations

• Ability to initiate and follow through on projects

• Ability to work independently and prioritize tasks with minimal or no supervision

• Strong attention to detail and accuracy

• Experience with using data analytics to assess EOC performance

• Ability to understand and meet operational needs and special requests

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