Manager, Patient Access Operations - Operator Services M-F 8a-5p

Benefits At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship, and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family‑focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more Work Location Atlanta, GA Overview Be inspired. Be rewarded. Belong. At Emory Healthcare. Description Provides coordination and oversight and accountability for the daily execution of patient access operations. Works directly with physicians to improve patient access to care. Analyzes organizational systems and processes and makes recommendations for improvements in patient access. Participates in and coordinates activity related to operational analysis, financial analysis, and/or process improvement initiative. Recognizes and implements solutions to rectify patient access deficits, applying PASS principles and methodologies. Proactively manages physician scheduling to reduce patient appointment wait time and improve patient access throughout. Ensures visit types are optimized and followed and that all appointment slots are utilized appropriately. Manages over‑books appropriately to minimize impact on scheduled patients. Ensures physician schedules contain 210‑minute sessions and do not deviate from PASS standards. Maintains knowledge of outpatient scheduling requirements and procedures. Manages staff and employee performance, plans, assigns, and directs work. Provides ongoing performance feedback, addresses problems, orients and trains new employees, and resolves HR‑related issues. Collaborates closely with the call center manager to ensure continuous open communication about clinical operations that affect call center operations. Communicates and coordinates between PASS and clinical sections to support implementation of operational changes and new initiatives that improve the patient experience and achieve project goals. Interprets, ensures, and facilitates information exchange to sections and promotes open communication with section staff. Analyzes and prepares appropriate responses and actions to problems as they are identified; reports issues to section administrators and PASS leadership as identified. Collaborates with all team members to promote compliance with The Emory Clinic patient scheduling procedures and establishes uniform application of policy. Monitors department budget to ensure compliance with fiscal constraints. Keeps current on insurance regulations, managed care contracts, billing regulations, coding, and fee schedules. Proactively manages access scorecard, including 3rd‑next‑no‑show, room utilization, and appointment utilization, and identifies trends. Works with section administrators to develop and implement an action plan to address trends as appropriate. Monitors and acts on the master scheduling audit tool (bumps, cancels, sign‑offs on scheduling changes). Monitors and acts on the appointment utilization capacity report. Monitors and acts on physician clinical commitment. Monitors and acts on Press Ganey scores and drivers. Compiles management reports as requested. Assists with new system module review and implementation. Performs other related duties as required. Minimum Qualifications Bachelor's degree required; master's degree preferred and two years of experience in healthcare operations or related field preferred, preferably in patient access. Or 7 years of experience in healthcare operations or related field in lieu of a bachelor's degree, or 5 years of experience within EHC in lieu of a bachelor's degree. Graduation from the Operations Development Program (ODP) counts in lieu of experience requirements. Demonstrated skills in critical thinking and innovative problem solving. Strong customer‑service skills for internal and external customers. Proficient in human relations, time management, oral and written communications. Computer skills. Physical Requirements 11‑20 lbs, 0‑33% of the workday (occasionally). 01‑10 lbs, 34‑66% of the workday (frequently). Negligible 67‑100% of the workday (constantly). Lifting up to 20 lbs. Carrying objects up to 10 lbs. Occasional to frequent standing, walking, sitting. Close eye work (computers, typing, reading, writing). Physical demands may vary depending on assigned work area and tasks. Environmental Factors Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Exposures may include blood‑borne pathogens, bio‑hazardous waste, chemicals/gases/fumes/vapors, communicable diseases, electrical shock, floor surfaces, hot/cold temperatures, indoor/outdoor conditions, latex, lighting, patient care/handling injuries, radiation, shift work, and travel may be required. Use of personal protective equipment, including respirators, is necessary. Additional Details Emory is an equal opportunity employer; qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by state or federal law. Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at View email address on click.appcast.io. One week's advance notice is preferred. #J-18808-Ljbffr Emory Healthcare