Patient Access Manager

Company Overview

Contentnea Health is a Community Health Center providing comprehensive medical, dental and behavioral health services for members of our communities in Greene, Pitt and Pamlico counties in eastern North Carolina.

Job Summary

Manages the daily operations of the Patent Assistance Center (PAC), referrals, and health records to support patient access, continuity of care, and regulatory compliance.

Responsibilities and Duties

1. Manages the daily operations of assigned Patient Access functions, including the Patient Assistance Center (PAC), referral workflows, and health records coordination.

a. Establishes performance goals in the areas of quality standards, adherence to established guidelines, efficiency, and customer service and tracks metrics to monitor PAC performance in these areas.

b. Presents data analysis identifying opportunities for process and service improvement to leadership.

c. Develops and implements plans for process and service improvement.

d. Serves as a resource for patients, staff and practitioners to offer information and resolve concerns.

e. Addresses and resolves escalated calls and patient complaints.

f. Evaluates call quality and performance metrics and provides timely coaching and feedback to improve patient experience and operational efficiency.

g. Collaborates with members of management to establish goals, support the department, improve care coordination, and maximize patient satisfaction.

1. Ensures PAC scheduling aligns with clinic operations and PAC operations facilitate patient access and care coordination.

1. Creates appointment scheduling templates in collaboration with members of management.
2. Adjusts appointment scheduling templates per request of clinical and operational leadership.
3. Ensures the schedules are accurate for Holidays, inclement weather closures, and practitioner absences.
4. Updates phones messages as needed.
5. Implements workflows for departmental staff related to patient communications and outreach, referrals, and transitions of care (e.g., hospital discharge follow-up).
6. Monitors performance with patient communications and outreach, referrals, and transitions of care (e.g., hospital discharge follow-up).
7. Reports performance to leadership to drive performance improvement activities.

1. Oversees the patient referral process.

a. Develops, implements, and optimizes workflows for handling outgoing and incoming referrals to ensure accuracy and timely processing.

b. Provides guidance, training and support to staff members involved in the referral process.
c. Collaborates with other departments to streamline the referral process and ensure accurate information exchange.
d. Monitors referral activity through established tracking systems to ensure referrals are completed from initiation to closure .
e. Utilizes referral tracking tools and data to identify trends, delays, and opportunities for process improvement.

1. Oversees requests for health records.

a. ​​​​ Stays current with federal and state healthcare regulations to ensure all health records practices comply with legal and organizational standards.

b. Provides guidance, training, and support to Health Records Coordinators to ensure accuracy, consistency and compliance.
c. Enforces confidentiality policies and ensures staff adherence to privacy guidelines.
d. Manages requests from patients for corrections or changes to their health records.
e. Develops, maintains, and updates procedures to improve the efficiency and accuracy of health records workflows.
f. Oversees processes for identifying, correcting, and preventing duplicate and overlay patient records to ensure accuracy of the electronic health record (EHR) and compliance with regulatory standards.

1. Participates in quality improvement (QI) activities.
   1. Participates in quality metric directives and departmental QI projects.
   2. Modifies workflows as determined by department to attain QI objectives.

1. Provides management to departmental staff.
   1. Contributes to development of the budget; maintains and monitors the departmental budget.
   2. Determines the most effective method for assigning responsibilities and duties to department employees.
   3. Maintains job descriptions, procedures and other documentation related to the organization of the department.
   4. Assigns duties and responsibilities, and ensures employees receive instruction/training needed to complete their job responsibilities.
   5. Ensures that employees are aware of and adhere to all company policies and procedures, and conveys all senior management communications and directives.
   6. Reviews departmental work for thoroughness and accuracy, and provides specific instructions on completion of tasks/responsibilities.
   7. Prepares and conducts performance appraisals for immediate staff:
   8. Conducts hiring, disciplinary, and termination procedures.

Qualifications and Skills

Bachelor's Degree in Healthcare Administration, Business Administration or related field or Associate's Degree with acquired business experience. Current knowledge of HIPAA Privacy and Security Rules. Previous managerial experience required and experience managing multiple teams strongly preferred.