Manager Patient Access and Referral - El Paso, United States - UMC Health System

Description

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Title:
Patient Access and Referral Manager

Location:
Security Park – B24


Availability Requirements:

• Ability to work 40 hours per week
• 8-5 Monday – Friday

Job Summary:

Manager will work toward physician engagement through open dialogue and in-person visits with both affiliated (both employed and private practice) and non-affiliated.

Manager will serve as the primary liaison with physicians and their practices:

advocating for physicians and their practices with UMC/UMCP/TTUHSC administration, identifying business opportunities, aligning with other departments/services/experts, elevating and ensuring resolution of questions and disseminating information.

Manager is responsible for two-way communication with practices and will coordinate with others who visit practices, in order to achieve an integrated approach to building trusted relationships and mutually effective partnerships with physicians and practice staff.

Essential Functions:
Recruit, train, manage, coach and contribute to retention efforts of employees.

Plans, organizes, and directs day to day activities for referral team to ensure 100% completion of referrals with 100% customer satisfaction by managing assignments and troubleshooting, collaborating with referral team to schedule team members appropriately to match the demands of the daily/weekly/monthly workflow and actively coaching team members to maximize performance.

Builds relationships with and Represents UMCP at local meetings with referral providers. Assertively seeks solutions at the root level of problems.

Supports development and implementation of collateral and processes including but not limited to standard operating procedures, work instructions, reference documents, business rules, call scripts, templates, training presentations, and certification requirements.

Ensures referral center staff adhere to UMCP legal and compliance policies to minimize risks relating to the Health Insurance Portability and Accountability Act (HIPAA), and Anti-Kickback Statute.

Responsible for knowledge management process and procedures related to services. Coordinate program/service changes with Director. Manages escalations related to services. Shares best practices across department areas and common areas of improvement. Provide sound analytics and solutions. Prepare and present presentations to Senior Leadership summarizing service utilization, gaps, improvements and opportunities. Effectively integrate business process and technology offerings with key internal/external partners ensuring seamless support through the patient journey. Responsible for program Key Performance Metrics (KPI), Service Level Agreements (SLA), and superior customer experience. Drive agile methodology within business practices.


Additional Responsibilities:
Additional duties as assigned


Our Mission:
To improve the quality of life for our community by providing the best patient experience for every patient.


Our Vision:
To be the best place to work and the best place to receive healthcare.


Benefits:
UMC Physicians offers a comprehensive benefits package to eligible full-time employees


Benefits include:

• Paid Time Off
• Sick Pay
• Medical, Dental and Vision Insurance
• Employer Paid Group Life and Voluntary Life Insurance
• Short Term Disability Insurance
• Long Term Disability (after 2 years of employment)
• Critical Illness, Accident and Cancer Insurance
• Health Care and Dependent Care Spending Accounts
• 401K Retirement Plan with Company Match
• Employee Assistance Program

Note:
Some benefits require an employee contribution to participate.


Knowledge/Skills/Abilities:

Excellent interpersonal skills: ability to speak with patients, insurance companies and specialist offices in order to coordinate care for UMCP patients.

Extensive knowledge of local healthcare market including local insurance plans, hospital affiliations and specialists available to treat patients. Ability or experience working with UMCP computer system which involves patient data inquiry and capabilities through various computer functions. Ability to maintain a pleasant, even temperament while working under pressure and heavy workloads. Must be able to effectively conduct business in person and over the telephone. Knowledge of medical operations and management of personnel. Capable of providing leadership, organization and motivation to staff.


Minimum Qualifications:
High School diploma. One year of experience in medical setting. Excellent telephone and writing skills.


Preferred qualifications:
Experience with managed care referrals. Management experience.


Environmental Conditions:
Works in well-lighted, heated and ventilated building. Exposure to blood borne pathogens are of low risk. Hours of duty may be irregular.


Physical Requirements:

• Requires prolonged sitting, some bending, lifting, stooping, and stretching.
• Requires eye-hand coordination and manual dexterity sufficient to operate

a keyboard, copier, telephone, adding machine, fax machine, printers
and other minor office equipment.

• Requires normal range of hearing and eyesight to record, prepare and

communicate appropriate reports.

• Must be able to communicate in person, via voicemail, via email and on the

telephone.


Limitations and disclaimer:

The above job description is meant to describe the general nature of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

This position is security sensitive.

UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

*Request for accommodations in the hire process should be directed to UMC Human Resources.​