Patient Experience Manager

Description:

Job Summary:

Direct and coordinate activities of the Front Desk, and Appointments Office to facilitate effective and efficient operations aimed at attaining the highest level of customer service. Act as a liaison between the Front Desk, Clinical Staff, and the Outlying Clinics to ensure effective communication and division of duties. The Patient Access Manager will also act as a Public Relations contact for patient (or others), to offer suggestions, or file complaints.

Essential Duties and Responsibilities Managerial Front Desk & Outlying Clinic Staff:

Daily Operations

• Oversee daily operations of your department including delegating authority, staff scheduling, provide leadership and support to staff, plan and hold regular staff meetings, and enforce company policy, as well as ensure department productivity.

Department Effectiveness

• Develop guidelines for prioritizing work activities, evaluate effectiveness, and modify/improve activities as necessary.

Patient Contact Person

• Serve as formal contact person for patient complaints and handle those complaints quickly, courteously, and professionally.

Staff Development & Performance

• Keep yourself and staff up to date with current healthcare trends and practices and evaluate staff performance by monitoring individual work performance and obtain feedback from patients, physicians, and other personnel, in order to accurately evaluate for appropriate recommendations in regard to raises, promotions, and/or additional responsibilities.

Staffing

• Assist in recruiting, hiring, orientation, development, and evaluation of department staff.

Time Cards

• Review employee time cards for accuracy as well as approve time off requests as applicable.

Traveling Schedule

• Organize and prepare the traveling schedule indicating who will be traveling to the outlying clinics.

Essential Duties and Responsibilities Patient Care:

Clinic Schedule

• Maintain clinic schedule; open, block, adjust as needed/requested. Communicate with physicians and staff to optimize the efficient use of the physician’s time and facilitate excellent patient care.

Patient Education

• Educate the patient and/or family about diagnostc procedures, treatment plans, and provide pre and post-operative education when needed.

Patient Calls

• Answer and respond to incoming patient phone calls in a timely manner.

Patient Vitals

• Assess the patient’s general condition and take vital signs, height, and weight when needed.

Interpersonal Skills:

Working Relationships

• Ability to establish and maintain effective working relationships with physicians, co-workers, and the public.

Communication

• Handle a variety of matters involving contact with various staff and the public. Communicate effectively and in a timely manner, utilizing the appropriate chain of command.

Flexibility

• Respond with flexibility to changing work load and/or patient assignments. Readily adjust schedule to accommodate patient care.

Prioritize

• Prioritize and manage multiple tasks at once.

Emergency Situation

• React calmly and effectively in emergency situations.

Adherence to Facility/Departmental Policy:

Departmental Policies

• Adherence to existing and newly implemented policies.

Confidentiality/Right to Privacy

• Observe confidentiality of information in regards to patients, physicians, and fellow employees. Protect patient sensitivities and right to privacy.

Attendance/Punctuality

• Maintain a good attendance record and arrive to work punctually.

Dress Code/Identification

• Follow dress code of the department, appear professional when present in the clinic, wear identification while on duty, and communicate name and role to patient appropriately.

Staff Meetings/In-Services

• Participate in Premier Bone & Joint Centers and departmental in-services and staff meetings.

Care of Environment, Equipment, and Supplies:

Inventory

• Aid with collaboration of inventory list for outlying clinics, keeping quantities at a reasonable level, ensuring adequate stock for next clinic.

Clean, Neat, Safe Environment

• Maintain a clean, neat, and safe environment for patients and staff, including personal work areas.

Equipment

• Utilize correct/safe technique when using equipment. Notify manager of malfunctioning equipment. Perform minor equipment repairs not requiring a service call.

Requirements:

Education:

1. High School Diploma or Equivalent – Required

2. Associate’s degree – Preferred

3. Bachelor’s Degree – Preferred

Experience:

1. Previous Experience Working in a Medical Office – Preferred

2. Managerial Experience – Preferred

Physical Requirements:

Seeing - Must be able to read patient charts and other medical data, as well as visually evaluate the patient’s condition - Constant

Hearing - Must be able to hear well enough to communicate with physicians, medical staff, administrative staff, and patients, as well as to receive instruction from physician and/or supervisor - Constant

Speaking - Must be able to verbally communicate with physicians, medical staff, administrative staff, and patients, and to give instruction - Constant

Grasping - Must be able to write and enter data into patient’s charts. Must be able to apply treatments and/or medication and assist physicians as necessary in clinic procedures. Must be able to maneuver and handle surgical equipment, and perform duties requiring fine motor skills - Constant

Standing - Must be able to stand for long periods of time - Constant

Bending/Crouching - Frequently

Sitting - Frequently

Weight Demands:

Lifting - Must be able to lift up to 10 pounds - Occasionally

Pushing/Pulling - Must be able to assist patients in physical movements. Must be able to aid in transport of patient via wheelchair, exam table, etc. Must be able to maneuver and position equipment and patients - Occasionally

Working Conditions:

Environmental Hazards

• The fast paced environment may lead to increased levels of personal stress and demand high mental acuity.

Physical Hazards

• Physical harm is possible when performing physical requirements, as listed above. Exposure to communicable disease, bodily fluids, and/or toxic substances is possible and can be physically harmful.

Unique Work Schedule/Travel

• May be required to work after hours, on weekends, or holidays. May be required to provide services outside the clinical setting (i.e. at University of High School athletic events).

Employee Statement of Understanding

I have read and understand the job description for my position. I am able to perform all of the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct