Operations Manager, Patient Access Services - Connections

Job Role Summary

JOB SUMMARY:

The Operations Manager, Patient Access Services - Connections, is responsible for the overall management of the Integrated Care platform call center operations. The Manager is responsible for the development and support required to grow and develop all centralized scheduling as well as development of the Eskenazi Health transfer center ensuring that service delivery and integrated care is managed in an efficient and methodical manner, supporting cost savings. This position ensures efficient, effective, and standardized operations in scheduling, patient referrals, process management and improvement, quality performance, customer-centric focus, human resource management, and demographics collection including insurance capture and verification. This position develops and manages timelines, leads project planning and coordinates deliverables in collaboration with external partners, while fostering a supportive environment for all staff. Proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health’s values of Professionalism, Respect, Innovation, Development and Excellence

Essential Job Functions

• Collaborates with other members of the care team, including physicians, nurses, interdisciplinary team, and patients/families to provide seamless and efficient services.
• Serves as a leader or co-leader (with Director of Patient Access Services – Pre-Services) to Health Connections; prepares and monitors the annual operating budget and implements direct expense reductions as necessary.
• Provides business direction and input to all aspects of protocols/algorithms, and physician/department profiles used in practice.
• Works with department leadership to achieve established revenue cycle operational goals.
• Manages, leads, and coordinates personnel; supervises, disciplines and evaluates the performance of staff along with any development and continuing education; identifies and assists in the resolution of departmental or interdepartmental issues or problems.
• Establishes, maintains and evaluates unit-based standards/guidelines/policies/procedures.
• Ensures practice unit is legal and in accordance with hospital departmental and unit policies, nurse practice act, job descriptions and regulatory agencies.
• Maintains adequate levels of staffing and assures equitable scheduling of assigned employees in accordance with the approved staffing patterns and policies of the department.
• Assists in the analysis, development and implementation of department policies, protocols and procedures; makes recommendations designed to maximize operational efficiency and effectiveness
• Assists in the organization, and monitors the department’s call management processes to maintain the integrity of specialized computer database; acts as a resource to employees and provides technical and procedural guidance to the staff of the call center for various system applications
• Assists with the development, implementation and monitoring of departmental procedures to facilitate call tracking and reporting of outcomes
• Assists in the formulation of performance standards and monitors compliance to ensure quality services that improve customer service satisfaction
• Collaborates with other departments to improve or expand services
• Assists in identifying the need for and implementation of processes to inform and educate internal and external departments of our services
• Demonstrates commitment to professional growth and competence; keeps abreast of current health care business developments and practices that may impact the department
• Supervises, coaches, observes and monitors program staff to establish care plans that address child development, disease control and psycho-social indicators, and works with the care team, as necessary, to make changes in care plan and lifestyle when goals are not reached
• Serves as a resource for staff by answering questions, identifying/resolving problems with workload and assigning tasks to staff under the guidance of the Director; ensures staff is adequately trained in providing assessments, demonstrating problem solving, critical care skills, and decision making.
• Ensures accurate collection of demographic information, including insurance capture and verification.  

Job Requirements

• Bachelor's degree and 3 years directly related experience in health-related field required, or in lieu of degree five years progressive health care experience with at least three years in a leadership position responsible for planning and implementing new procedures.
• MBA, MHA, RN License preferred.
• Three years of experience working in a health care related field required

• One year of experience working with programmers and some analysis experience required 
• Strong computer skills and five years of progressive management experience strongly required
• Demonstrated leadership experience managing teams, development and management of projects in a complex environment is required.