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Manager - Patient Access, Contact Center

Newark , NJ, USA | Stanford Health Care hospital

  • Industry:
    Healthcare - Hospitals
  • Position Type:
  • Functions:
    Customer Experience & Support
  • Experience:
    5-7 years
Job Description:
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The Ambulatory Care Manager is responsible for: the provision of service, quality management, personnel management, staff performance, process improvement, fiscal management, and regulatory compliance. The Manager works in close collaboration with Clinic Managers, Ambulatory Care Administration, and other Hospital departments to achieve the goals the clinics and Ambulatory Care. The Manager oversees the day–to-day operations of the centralized Referral/Authorization or New Patient staff, with oversight management of those in clinic locations.

The Manager is expected to ensure that staff are trained, following departmental procedures and policies as well as adhering to the SHC & government guidelines. The Manager will serve as a resource to department physicians, managers, billing and clinic staff in all new patient, referrals or authorizations related issues. Manager will be responsible for designing, implementing new processes and system improvements for the referral/authorization or new patient processes and transitioning decentralized staff to a centralized model.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patients rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings. Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).

- Actively surveys new technologies and leverages technology to optimize operations.

- Conducts effective budget planning including cost and volume projections. Controls cost and manages

revenue throughout the years. Provides insightful variance analysis and effective corrective action as needed.

- Effectively manages Human Resources to provide appropriate numbers of staff who are knowledgeable and

skilled in the performance of their duties and engaged in the mission and goals of the organization.

- Establishes metrics and monitor quality, accuracy, productivity, and timeliness of staff performance. Shares

results with staff on a regular basis in a constructive manner and coach staff to improve performance.

- Hires and trains staff. Initiates corrective personnel actions as required. Provides input to Director on staff performance.

- Leads/manages/facilitates the provisions of service resulting in an excellent experience for patients and referring physicians. Meets service goals and manages to service standards. Hires service oriented employees. Applies process improvement strategies to improve or maintain important components of service.

- Manages daily functions performed by staff. Assigns work assignments as needed to balance workload to meet turn-around-times (TATs) and expedited needs.

-Partners with Clinic management and Referral Center management to increase accuracy and through-put of referrals/authorizations and new patient access to create a positive patient and Referring MD experience.

- Performs as working manager by doing referrals and authorization functions on an as-needed basis to maintain turnaround times (TATs).

- Plans, directs, coordinates and improves operations resulting in efficient patient and workflow and effective resource utilization. Coordinates and integrates services within the practice area and with other practice areas and departments.

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements. 

Job Qualifications:

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor's degree in a work-related discipline/field from an accredited college or university

Experience: Five (5) years of progressively responsible and directly related work experience

Knowledge, Skills, and Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

Ability to conduct analysis and formulate conclusions

Ability to foster effective working relationships and build consensus

Ability to mediate and resolve complex problems and issues

Ability to solve problems and identify solutions

Ability to strategize, plan and implement change

Ability to work well with individuals at all levels of the organization

Knowledge of computer systems and software used in functional area

Knowledge of management principles, scope of practice/work, and Ambulatory health care practices and trends



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