This position is responsible for: Providing leadership, organization, planning, direction, and coordinated administration to the operational aspects of Outpatient Access. Collaborates and communicates with key members of the Physician Practice, Hospital, Service Excellence, Risk Management, Quality, Safety, Compliance, Finance, Business Development and all other departments to facilitate ease of access for Nemours outpatients and families. Maximizes efficiencies through consistent policy application and leveraging of technology. Provides oversight and/or direction to staff that receive patient calls for pre-registration, insurance verification, scheduling, and areas of patient check in. Ensures excellence in customer service in all areas.
1. Work collaboratively with Practice and Hospital Leadership to ensure service excellence.
* Serve as a content expert resource to all practice and hospital leaders and managers.
* Monitor the performance of Nemours' outpatient access systems through measurement of key operational metrics. Work toward focused site improvements, technology enhancements, and the development of key metrics for measuring access improvements.
* Facilitate communication between hospital and practice departments and clinical areas to ensure continuity of access services.
* Provide practice and hospital administrators with standard reports that help monitor and maintain the highest level of performance and consistency in all patient access areas at all Nemours Delaware Valley sites. Reports may include but are not limited to: abandonment rates, call volumes, appointment availability, physician and patient appointment cancellations and other performance measures.
* Resolve issues related to outpatient access, and when appropriate develop action plans in collaboration with appropriate practice or hospital leaders.
* Act as an intermediary, when necessary, between patients, families, referring community, departments and staff.
2. Provide direct supervision to the PRAG, insurance verification, and ACC check-in and check out staff and their managers to ensure a high level of service.
* Establish standard practices, policies, and operating procedures to ensure a timely, efficient, and positive patient experiences.
* Participate in the recruitment and training of outpatient access associates and managers; assure the ongoing development of associates through orientation, training programs, and work experiences to ensure consistency of performance in all outpatient access services.
* Define performance expectations for all staff positions through the Performance Management System, including department-specific job descriptions and measurable performance standards.
* Create an environment that encourages and supports self-development and learning for all associates through regular feedback.
* Collect data and information about patient access, prepares reports and analyses, and uses published standards to identify progress or adverse trends. Makes recommendations when needed.
* Make recommendations on staffing levels needed to meet the demands of changing patient volumes and relevant data metrics to ensure performance standards are maintained.
3. Provide administrative support and guidance to facilitate the efficient delivery of support services in the ambulatory care settings at all Delaware Valley sites.
* In collaboration with department administrators and managers, establish and communicate standard practices, policies, and operating procedures to ensure consistency in all ambulatory care settings in collaboration with department administrator and managers.
* Provide education and training as needed.
* Enhance and strengthen the collaborative working relationships between the Ambulatory Care Center, Nemours Pediatrics, off-site satellite practices and other hospital or practice departments.
* Develop and monitor metrics for department administrators and managers to assess performance, and make recommendations on how to address opportunities for improvement.
4. Participate in the evaluation of provider templates to maximize effective and efficient utilization of time and resources
* Assist department administrator with regular review of provider templates with the intent to make changes necessary to meet the established policy and guideline for each division.
* Provide reports that will help to maintain productivity standards.
5. Establish customer service standards that support the service excellence philosophy of the organization. Educate staff and develops metrics to ensure compliance.
* Conduct rounds and communicate routinely with providers and support staff to ascertain satisfaction with services and to identify opportunities for improvement.
* Investigate and respond to customer complaints related to access.
* Hire service-oriented personnel.
6. Embrace and consistently demonstrate Nemours Core Values. Create and support an environment that fosters teamwork, respect, cooperation, accountability and trust.
- Perform other duties as required or assigned.
