Patient Access Manager / Call Center Manager - Healthcare

Job Description

Rebound is the largest orthopedic and neurosurgical practice in the Portland-Vancouver area with an array of sub-specialties including orthopedics, brain and spine care, sports medicine, physiatry, and physical therapy. We are proud to celebrate over 50 years of serving the community with a commitment to providing superior service to our patients.

We are looking for a full time Patient Access Manager for our Patient Access Team in Vancouver, WA. The Patient Access Manager is responsible for overseeing organizational and administrative operations of Patient Access Department/Call Center i.e. patient appointment scheduling, provider schedule management and referrals team to ensure high levels of quality, patient satisfaction and provider satisfaction. They will also direct staff activities to ensure high quality patient care and compliance with established clinic protocols and human resources policies, and are responsible for site performance and financial management.

We are looking for an enthusiastic, self-starer who enjoys diving into data, problem solving and taking on projects. The successful candidate will have experience developing a team of productive employees offering outstanding customer service. The candidate will also possess excellent interpersonal skills, a superior commitment to patient care, and the ability to work closely with patients and physicians. This position will be based out of our Stone Mill location, though there is the potential for a hybrid schedule once established in the role.

Responsibilities:

Support an environment that reinforces Rebound’s mission and Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality and Recognition.

Responsible for ensuring high levels of patient satisfaction and service to all areas of the clinic.

Assist Director in development, implementation and evaluation of services, programs, policies and procedures, and performance standards to achieve department goals.

Supervise and oversee the daily operations and workflow. Ensure productivity measures of staff are met.

Responsible for new provider onboarding management i.e. after-hours answering service, provider preferences and assigned scheduler management.

Assist with systems development and programming. Support program growth and efficiency through participation in operational projects to drive efficiency including improvements in internal tools, IVR, reference materials, etc.

Work with Director to provide monthly reports and identify outcomes and opportunities for improvement to meet department KPIs.

Responsible for the creation and maintenance of all department protocols, training programs and materials.

Facilitate and maintain outstanding working relationships with referral sources.

Ensure all call escalations are handled and followed up appropriately and within a timely manner.

Ensure provider schedules are rolled out and maintained according to protocol, with the goal of maximizing resources.

Manage timekeeping system for APPs and identify and solve provider concerns and questions.

Identify and solve physician concerns, questions, and suggestions.

Ensure strong communication with internal and external partners.

Responsible for developing and maintaining department scheduling protocols.

Interview, hire, and onboard new team members. Act as a resource for staff.

Attend and lead meetings as appropriate.

Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.

Perform other duties as assigned.

Requirements:

Bachelor’s Degree in management or healthcare highly preferred; Equivalent expertise considered in lieu of educational requirements.

Prefer 5+ years call center management experience. Health care setting preferred.

Strong coaching and mentoring skills with a passion for developing and growing your team.

Coachable, focused on continued growth and development.

Strong team building, collaboration, and motivational skills.

Ability to effectively influence and communicate to all levels of the organization, with excellent written and verbal communication skills.

Builder and self-starter who is willing to develop SOPs, drive system recommendations, address operational gaps, and continuously look for ways to improve the business.

Ability to multi-task in a fast-paced environment and problem solve complex situations.

An analytical background, with experience analyzing data (agent level performance, queue data, and overall business performance metrics) to identify gaps and actionable insights computer programs.

Ability to answer multiple phone lines with the highest level of customer service.

Proud to Offer:

Medical/Vision/Rx

Dental

401(K) Retirement Plan, including discretionary profit sharing

Company paid Life Insurance/AD&D

Voluntary Life insurance/AD&D

Company paid short and long-term disability

Flexible Spending and Health Saving Accounts

Employee Assistance Program

Paid Time Off accrued at up to 24 days in your first year based on FTE

Free Parking

This is a great opportunity to work in a quality organization with Top Doctors in the Northwest. At Rebound, our goal is to cultivate an organization that offers superior patient-centered medical care, with mutual respect and cooperation in a positive and supportive environment. Come join our team!

Full-time