SERVICE ACCESS MANAGER

Job Duties

• Supervise and coordinate a variety of functions within Duke Medicine Access Services relating to scheduling, including but not limited to patient registration, selection of patient insurance, and development of scheduling guidelines.
• Manage the day-to-day operations of a multi-queue scheduling call center using state-of-the art telephone technology to ensure that telephone access targets are met. Monitor and balance workload among staff throughout the day depending on incoming call volume.
• Develop and implement operating policies and procedures for scheduling department. Plan and schedule work for the group ensuring proper distribution of assignments and adequate manning, space and facilities for subsequent performance of duties. Plan and conduct meetings with subordinates to ensure compliance with established practices, to implement new policies and to keep employees abreast of current changes and standards.
• Coordinate the scheduling process with medical, nursing and accounting staff to ensure appropriate booking of appointments in compliance with third-party payers and other regulatory requirements and according to established scheduling guidelines. Troubleshoot, research, and manage complex scheduling issues and discrepancies to ensure timely access into Duke Medicine in conjunction with care and patient access team.
• Serve as expert scheduling resource for multiple departments and divisions regarding scheduling algorithms, physician practice guidelines, and system function. Serve as consultant to clinical providers and administrators in the design of scheduling templates to meet the needs of the department and support the scheduling process.
• Maintain liaison with hospital and clinic leadership and supervisory personnel to coordinate efforts in resolving problems concerning scheduling patients; answer inquiries for scheduling complaints. Represent the scheduling team in meetings, conferences and maintenance activities with the Service and Division meetings.
• Prepare reports and analysis, setting forth progress, adverse trends and appropriate recommendations or conclusions. Perform regular quality review of work performed by schedulers. Identify trends and implement process improvements.
• Develop and monitor scheduling center budgets and submit resource requests according to entity policies.
• Perform various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules.

Required Qualifications

Education

• High School Diploma required.
• A Bachelor's Degree in related field strongly preferred.

Experience

• Requires six years of experience of a progressive nature in a healthcare setting to become knowledgeable of the complex activities associated with healthcare services.
• An Associate's degree in healthcare or business may substitute for two years of experience.
• A Bachelor's degree in healthcare or business may substitute for four years of experience.

Knowledge, Skills and Abilities

• Strong verbal and written communication skills
• Skilled in working with spreadsheets, databases and power point presentations
• Medical terminology knowledge
• Ability to organize and prioritize
• Strong customer service background and experience
• Ability create and apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms
• Knowledge and ability to apply situational leadership skills
• Ability to effectively lead teams and establish and maintain effective relationships with other personnel
• Knowledge of general accounting principles

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Work setting:

• Call center
• Hybrid remote

Ability to commute/relocate:

• Durham, NC 27703: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• healthcare setting: 6 years (Required)
• Call center: 1 year (Required)

Work Location: Hybrid remote in Durham, NC 27703

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