JOB SUMMARY:
The Manager - Patient Access directs, manages and analyses all Patient Administration Department activities, including scheduling, registration and revenue cycle processes, customer service, resolution of problems, tracking of metrics and staff supervision.
The Manager - Patient Access is responsible for ensuring the provision of safe patient and family focused quality service, and as a key member of the multi-disciplinary team, ensures that standards of care are adhered to at the service level.
The Manager - Patient Access works collaboratively to ensure that recruitment, onboarding, orientation and service activation responsibilities are carried out in accordance with Sidra’s plans and timelines.
KEY ROLE ACCOUNTABILITIES:
Manages organizational and administrative daily operations and workflows of the Patient Administration Department.
Analyzes, interprets, and summarizes pertinent Patient Administration data components, and monitors performance against Key Performance Indicators.
Identifies issues, risks, barriers and opportunities for improvement related to Referral Center-Patient Administration needs.
Manages coordination of work queues for all requests that flow through the Patient Administration department and ensures operational workflows meet to Revenue Cycle requirements.
Monitors new national and/or organizational regulations and requirements to ensure timely compliance.
Manages communications from electronic portals, emails, SMS, telephone and web applications.
Serves as a professional role model for staff and acts as an advocate for patients and their families.
Ensures that service is provided in accordance with established standards of care, policies, guidelines and protocols of Sidra and the State of Qatar.
Plans for safe staffing patterns, while meeting the department needs.
Contributes to the development and delivery of departmental objectives using a continuous improvement paradigm.
Works collaboratively and creatively to achieve objectives by embracing new ways of working/practice through utilizing evidence or research and taking the lead in implementing changes as required.
Develops key performance indicators for the unit.
Manages budget for the department and ensures that services are provided in a timely, efficient and effective manner by utilizing the resources (manpower, material and equipment) appropriately.
Identifies opportunities and communicate/resolve issues and backlogs that directly impact the satisfaction of patients, families and providers.
Addresses issues that negatively impact on patient care outcomes, and implements solutions to demonstrate improvements in quality data and bench marks.
Collaborates with educators in planning, implementation and evaluation of staff education requirements.
Communicates effectively and efficiently with patients, families and colleagues, addresses patient complaints immediately and assists in the investigation of written complaints.
Initiates changes/improvements based on patient feedback and patient satisfaction results.
Promotes the effective orientation, precepting and support of new staff and students.
Provides a welcoming work environment and monitors and tracks individuals’ progress.
Ensures ongoing individual performance appraisals are objectively completed for staff members and assists with action plans arising from appraisals as necessary. Provides clear feedback to team members in a manner that is conducive to maintaining and improving performance and counsels and/or disciplines staff when appropriate.
Promotes retention of all staff by creating a healthy work environment that facilitates teamwork.
Treats colleagues, patients and visitors with dignity and respect at all times.
Produces training needs analysis and ‘succession plans’ for the department.
Applies problem solving techniques and evidence-based practice to unit related issues. Evaluates and ensures appropriate escalation of issues to meet patient/staff needs and resolve conflicts.
Establishes and maintains effective administrative processes on the unit, prepares reports and maintains records of activity and outcomes, and conducts unit meetings and maintains minutes.
Develops, reviews and revises unit policies and procedures as required.
Participates in organization-wide Performance Improvement activities and committees as assigned.
Develops and sustains own knowledge and professional awareness and maintains a professional profile.
Provides documented evidence of performance and maintenance of skills consistent with position.
Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
Adheres to and promotes Sidra’s Values
QUALIFICATIONS, EXPERIENCE AND SKILLS:
ESSENTIAL
PREFERRED
Education
Bachelor’s degree in Business Management or healthcare or other relevant field from an accredited University.
Master’s degree in relevant discipline
Experience
5+ years of progressive management experience inclusive of:
Experience in a similar role in an academic medical center
Experience working in a Arab country, particularly the GCC
Experience in clinical supervision including management of patient access and scheduling functions
Certification and Licensure
Patient Access Certification
Project Management Certification
Lean Six Sigma Certification
Professional Membership
Job Specific Skills and Abilities
Demonstrated managerial experience in specialty area
Demonstrated experience with interviewing, hiring, mentoring and performance evaluation
Demonstrated experience with clinical Information systems, including staffing and scheduling systems, and time and attendance systems
Demonstrated ability to apply Standards in the analysis and development of policies, procedures, guidelines, order sets and protocols
Demonstrated Knowledge of revenue cycle