Manager-Patient Access

Description The Access Manager reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The Access Manager leads operations within the NMHC Access Division in Glenview, Grayslake (includes a 24/7 ED), Deerfield, Vernon Hills, and Gurnee . This position includes an on‑call rotating schedule and will require a flexible work schedule (mid‑morning and late afternoon hours). The Access Division employs registration desks, practice and hospital scheduling, hospital operators, physician referral services, financial clearance and financial counseling services across the NM System. The Access Manager is responsible for fiscal, human resource, and quality outcomes for their defined service or department. The Manager places the needs of the patient and other customers as a first priority and demonstrates the skills necessary to meet and exceed expectations. The Manager engages others on a clearly defined, clearly communicated vision and engages individuals and groups to achieve that vision. The Manager identifies and develops organizational talent and embraces continuous learning of self and others. The Access Manager oversees all aspects of the provision of services including the maintenance of safety, performance, quality, practice guidelines, service delivery and patient and customer satisfaction. This position is responsible for financial control and accountability for establishing and monitoring its operating and capital budgets. The manager is responsible for translating the organizations and divisions mission, objectives, policies and procedures into effective action. Responsibilities Time, People and Resource Management Establishes, implements, and monitors the unit or service areas capital and operating budget to achieve defined targets. Recruits and retains staff members consistent with the unit and organizations human resource plan. Develops systems for the responsible use of all hospital and practice resources. Defines and advances support systems (Telecom, Scheduling and Registration) process in support of departmental, patient and Access Division needs. Ensures all staff are trained and developed in all aspects of operations to optimize operational efficiency and effectiveness. Customer Focus Clearly identifies the internal and external customer(s) for their unit or service area and their respective requirements/expectations. Actively seeks methods of concurrent and retrospective feedback from customers, listens to customer feedback and implements solutions and/or interventions as appropriate. Creative Leadership Translates organizational vision into a unit or service area vision that engages staff in contributing to and achieving that vision. Coaching and Development Provides daily, just‑in‑time feedback to improve performance and self‑esteem of staff. Tracks coaching discussions and actual performance of associates to ensure accountability. Seeks ways to match staff members talents and career interests with organizational opportunities. Continuous Learning Continually examines ways to improve business relationships with customers, suppliers, community, etc. Seeks and is open to new ideas from a wide range of sources; encourages others to share knowledge and best practices. Additional Responsibilities Ensures measurement and achievement of key performance indicators of the department and devises improvement strategies where needed to ensure performance Measure performance against goals in dashboards produced to customers Ensures the development, delivery and maintenance of technical in‑service and continuing education programs to ensure the continuing evolution of staff competence Quality Management Collaborates with medical leadership in the development and implementation of programs/systems Maintains current knowledge of technical/clinical requirement of the department Monitors patient satisfaction on a regular, periodic and consistent basis and takes appropriate action based upon customer feedback. Qualifications Required Bachelor's degree in Health Care or related field Progressive leadership experience Excellent communication and interpersonal skills Proficient problem solving and decision making skills, with ability to confront and resolve issues Preferred Master's degree Experience with automated call center management, measurement and reporting for Access Managers overseeing contact centers Equal Opportunity Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status. Background Check Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act. Artificial Intelligence Disclosure Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. Benefits We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well‑being while providing protection for unexpected life events. Please visit our Benefits section to learn more. Sign‑on Bonus Eligibility (if sign‑on bonus offered for position) Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family. #J-18808-Ljbffr Northwestern Medicine