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The Patient Access Manager’s responsibility will be to provide leadership in the coordination and administration of outpatient clinical scheduling within the UI Patient Access Center (UI PAC) within UI Health Care. This will be accomplished by planning, organizing, directing, controlling, and evaluating scheduling and scheduling related functions in the UI Patient Access Center. This position will directly supervise patient access staff members. This position will collaborate with the Ambulatory Clinics, Department of Nursing, the Carver College of Medicine, and all other stakeholders to enhance care options and to maximize patient access to UI Health Care. They will develop new and monitor existing reporting tools to evaluate workflow, staff performance, and system performance in scheduling and visit management. Finally, this position may perform other duties as assigned.
This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
Responsibilities
Manage, coordinate, and direct the scheduling and visit management patient access
Directly supervise the patient access staff members of the UI PAC to meet the goals and needs of the outpatient clinical areas related to scheduling patient appointments
Oversees patient access across multiple sites
Manages the contact center operations within their assigned areas, including scheduling activity associated with incoming and outgoing scheduling calls and contacts via electronic scheduling methods
Lead activities related to scheduling system upgrades
Collaborate with many departments at UI Healthcare including but not limited to: leadership teams in each department, PFS, HCIS Epic teams as well as many others
Work closely with the Director of the UI PAC to review potential issues associated with scheduling
Clearly communicate expectations to support staff members
Maintain effective working relationships with faculty, staff, students, and across multiple UIHC support departments
Support the work and strategic goals of the UI Patient Access Center
Serve as a liaison between clinic & hospital staff at various levels
Monitor Cisco and assign/reassign the daily work of staff based on business needs
Lead the review of patient scheduling, check-in, check-out and clinic workflows to evaluate clinic effectiveness and efficiency
Collect, analyze, and format data to prepare a variety of reports to assist in operating efficiency of clinic operations and productivity
Work with healthcare clinic administration, providers and nursing to improve patient accessibility and patient flow
Develop, implement and monitor programs, projects and computerized systems with hospital-wide impact
Provide functional and administrative supervision over scheduling and support staff including hiring, scheduling and assigning work, establishing work priorities, performance evaluations, and disciplinary action
Hire, develop, and manage the performance of staff. Sit on search committees for open positions and have input on new hire making decisions
Assure that scheduling staff are compliant with UI policies and procedures
Provide ongoing communication with staff to motivate, develop, and praise accomplishments
Prepare (and as called upon) present special and periodic operational and fiscal reports
Required Qualifications
A Bachelor’s degree or an equivalent combination of education and experience is required
Typically, 3-5 years of administrative experience is required
Experience with directly supervising employees is required
Excellent written and verbal communication skills. Experience with presentations and public speaking is required
Proficiency in computer spreadsheet and database applications. Experience with data analysis is required
Commitment to customer and employee satisfaction is required
Knowledge of patient scheduling, scheduling workflows, and electronic scheduling systems is required
Ability to facilitate positive outcomes by collaborating and working in a team environment, establishing and meeting/exceeding department objectives and deadlines is required
Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple projects and assignments
Desired Qualifications
Experience in a contact center is desired
Leadership experience in a healthcare setting is desired
Documented ability to communicate effectively with physicians, medical personnel, administrators, supervisors, and staff is desired
Proficiency in Microsoft applications including but not limited to OneNote, Excel, and Word. Experience in utilizing and understanding Tableau reporting tool
Knowledge of UI Health Care policies, procedures, and regulations is desired
Application DetailsIn order to be considered for an interview, applicants must upload the following documents and mark them as a “Relevant File” to the submission:
Resume
Cover Letter
Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and education verification. For additional questions, please contact kaitlin-luoma@uiowa.edu
Additional Information
Classification Title: Patient Access Manager
Appointment Type: Professional and Scientific
Schedule: Full-time
Work Modality Options: Hybrid within Iowa
Compensation
Pay Level: 5A
Starting Salary Minimum: $53,192
Starting Salary Maximum: Commensurate
Contact Information
Organization: Healthcare
Contact Name: Kaitlin Luoma
Contact Email: kaitlin-luoma@uiowa.edu
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Health Care Provider
Industries
Higher Education
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