Job Title: Patient Access Manager-Medical Practice Department: Oswego Health PC

Reports to: Executive Director Revision Date: 6/25/2024

Status: Exempt

Job Summary:

The Manager of Patient Access- Medical Practice oversees the strategic and operational aspects of patient access, ensuring efficiency, quality, and continuous improvement. This role involves high-level decision-making, strategic planning, and fostering a positive and collaborative workplace culture. The Manager of Patient Access- Medical Practice is responsible for managing patient access processes, provider templates, scheduling standards, and financial clearance, as well as ensuring that access goals align with system goals.

Key Responsibilities:

Lead patient access operations and direction within the Medical Practice.

•Develop and implement strategic initiatives to streamline and enhance the centralized access center and access workflows within the Medical Practice.

•Provide leadership and direction to the centralized access team, ensuring alignment with the organizational goals and objectives.

•Collaborate with organizational and Medical Practice leaders to integrate the functions of the centralized access center across the Medical Practice.

Oversee all aspects of a centralized access strategy.

•Manage teams, processes, and standards focused on scheduling, registration, insurance verification, pre-authorization, financial counseling, and provider templates.

•Develop and implement policies to achieve standardization and efficiency while complying with regulatory requirements.

•Determine and monitor key performance indicators to ensure efficient service delivery and patient satisfaction.

Manage patient, provider, and staff experience with access strategy and operations.

•Develop and implement initiatives to enhance the patient experience throughout the access workflow.

•Address patient, provider, and staff concerns and complaints related to the access process and improve workflows where needed.

•Collaborate with Medical Practice and organizational leadership to continually improve the overall patient access experience.

Partner with and provide advisement to other business functions on initiatives specifically related to access.

•Ensure access strategy and process is aligned throughout the organization.

•Partner with other teams such as revenue cycle, finance, information systems, and clinic operations to create and improve processes, policies, and procedures.

Performs all other duties as assigned.

Required Skills/Abilities (Unit Specific):

Ability to lead, motivate, and develop direct reports – including clinic staff, clinicians, and practice managers. Proficiency in conflict resolution, team building, and organizational development. Advanced decision-making and problem-solving skills. Ability to effectively communicate with executives, staff, patients, and stakeholders. Strong presentation, negotiation, and influencing skills. Expertise in managing multiple high-priority tasks and projects. Detail oriented with a strong emphasis on accuracy and efficiency. Ability to find and utilize available resources efficiently across all relevant levels in the organization. Innovative thinking and an innate ability to develop creative solutions that address organizational and strategic needs. Proactively seeks out new opportunities, tools, and resources to enhance operations throughout the medical group. Expertise in budgeting, financial management, and resource allocation. Ability to analyze and interpret complex financial and budgetary reports. Advanced experience in risk management, quality assurance, and regulatory compliance activities. Strong commitment to a patient-centered approach. Ability to oversee the management of patient complaints and satisfaction scores. Strong analytical skills to address complex issues promptly and effectively. Proactively seeking out new opportunities and tools to enhance operations. Forward-thinking approach to drive organizational growth and innovation. Proficiency in analyzing market trends and adapting to changes. Ability to adapt to changing circumstances and environments at an executive level. Willingness to take on diverse roles and responsibilities as needed. Detail oriented and strong organizational skills.

Education and Experience:

A college graduate with emphasis on Health Administration, 3-5 years’ experience in a medical practice setting, or equivalent combination of education and experience. In-depth understanding of healthcare regulations and compliance. Extensive knowledge of clinical practices and procedures. Expertise in medical terminology and medical group operations. Comprehensive knowledge of insurance processes, including prior authorizations. Advanced grasp of billing, coding, and revenue cycle processes. Understanding of payer requirements and reimbursement mechanisms. Expertise in patient scheduling systems and best practices. Knowledge of provider schedule-template improvement and optimization strategies.

Working Conditions:

Extended periods of sitting, using standard office equipment including, but not limited to: computers, phones, scanners, fax machines, printers, etc. Occasionally requires assembling, using and maintaining all departmental equipment. Occasionally requires prolonged periods of standing and walking with the ability to lift, push or pull up to 15 lbs. using proper body mechanics. Attendance ensures that job requirements are met. Actively participates in Quality Assurance programs and CQI, in-service programs, cross-training; completes department specific requirements/competencies; attends all mandatory classes as required; participates in meetings and committees as assigned. Complies with DOH requirements for annual health assessments and required immunizations.

Pay Range: $55,000-$65,000/annual

Employee salary is based on commensurate experience and other qualifications.

The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system that was established in 1881, Oswego Health is proud to continue to be one of Oswego County’s largest employers. More than 1,200 employees spread throughout its 17 locations, work for the Oswego Health system, which includes the 164-bed community hospital with a brand new Medical Surgical Unit, a 32-bed state-of-the-art psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services; and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, Oswego Health includes the Oswego Health captive professional corporation, Physician Care P.C., providing physician services in orthopedics, cardiology, ENT, gastroenterology, breast care, audiology, general surgery, bariatrics, and primary care.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic. Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.