Job Details

Manager Of Access

The Manager of Access will oversee patient outreach initiatives and manage inbound call center operations. They will play a critical role in ensuring seamless and streamlined patient experiences by coordinating outreach efforts for scheduling referrals, managing incoming calls for patients seeking to schedule their appointments or services, ensuring financial clearance is obtained prior to the appointment, and optimizing processes to enhance patient access to healthcare services. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a commitment to delivering high-quality patient care.

The Manager of Access provides operational support and leadership to MarinHealth Medical Network (MHMN) and its clinic locations, serving as a liaison between practice leaders, providers, and UCSF. This role is responsible for ensuring the delivery of high-quality, safe, and efficient patient care by developing and implementing process improvement initiatives, training, and support for practice managers and staff.

Essential Functions and Responsibilities:

• Coordinate patient outreach efforts across multiple modalities to ensure timely communication and engagement with patients regarding active referrals and appointment opportunities.
• Oversee the operations of the call center, including managing call volume, monitoring call quality, and ensuring adherence to service level agreements.
• Develop and implement strategies to optimize call center workflows, streamline processes, and improve overall efficiency.
• Supervise a team of call center representatives, providing guidance, support, and performance feedback to ensure exceptional service delivery.
• Collaborate with clinical staff, administrative teams, and other departments to address patient inquiries, resolve issues, and facilitate seamless care coordination.
• Ensure compliance with healthcare regulations, privacy laws, and organizational policies related to patient information security and confidentiality.
• Develop and maintain comprehensive training programs for call center staff to ensure proficiency in handling patient inquiries, navigating electronic health records, and maintaining professional communication standards.
• Monitor key performance indicators (KPIs) related to patient access, call center operations, and patient satisfaction, and implement corrective actions as needed to achieve performance targets.
• Stay updated on industry trends, best practices, and emerging technologies in patient access management and call center operations to drive continuous improvement initiatives.
• Acts as a liaison between Practice Leaders, Staff, and UCSF colleagues.
• Ensures seamless access to healthcare services for patients.
• Leverages technology and creates innovative ways for patients to access an outpatient network that spans several counties, with care delivery at 60 medical offices.
• Optimize scheduling templates across all services lines.
• Partner with internal and external call center teams.
• Identifies and implements clinical process improvement initiatives based on clinic needs.
• Supports the development and implementation of training for Practice Leaders and clinical teams.
• Partners with Operations Leaders to prepare and present patient experience action plans and other reports.
• Ensures compliance with regulations and clinical workflows.
• Leads and supports projects as needed.
• Acts as a liaison with providers and UCSF for administrative aspects of credentialing functions.
• Partners with the credentialing team to maintain procedures in compliance with regulatory requirements.
• Tracks and monitors standards related to provider staff in compliance with credentialing and accreditation requirements.
• Supports departments based on patient and physician satisfaction survey results.
• Facilitates the sharing of best practices.
• Possesses excellent communication skills (verbal and written).
• Demonstrates meticulous attention to detail.
• Provides solutions to business issues within the scope of the role.
• Ability to drive to/from various clinic locations (requires a California Driver's License and automobile insurance in good-standing).
• Adherence to MHMN Service Excellence Standards And Behaviors (C.A.R.E.S): Exceptional customer service; Respectful communication with patients, physicians, and coworkers; Professionalism in all work-related interactions; Effective teamwork; Safe work environment; Positive attitude.
• Perform all other duties as required or assigned.

Qualifications:

Education:

• Bachelor's: Business Administration, Healthcare or related field or equivalent education/experience.

License & Certifications:

• NA

Experience:

• 5-10 years experience in a multi-clinic healthcare environment.
• 3-5 years experience managing supervisor level and above.
• Previous experience in medical office: medical assisting, management of staff, billing/budget responsibilities, and/or operational management
• Knowledge/experience with EHR and/or practice management systems (Apex/Epic a plus)
• Project management experience preferred.

Accommodation:

Qualified applicants with disabilities may request reasonable accommodation during the application process by contacting Human Resources.

C.A.R.E.S. Standards:

MarinHealth seeks candidates ready to model our C.A.R.E.S. standardsCommunication, Accountability, Respect, Excellence, Safetywhich foster a healing, trust-based environment for patients and colleagues.

Health & Immunizations:

To protect employees, patients, and our community, MarinHealth requires measles, mumps, varicella, and annual influenza immunizations as a condition of employment (and annually thereafter). COVID-19 vaccination/booster remains strongly recommended. Medical or religious exemptions will be considered consistent with applicable law.

Compensation:

The posted pay range complies with applicable law and reflects what we reasonably expect to pay for this role. Individual pay is set by skills, experience, qualifications, and internal/market equity, consistent with MarinHealth's compensation philosophy. Positions covered by collective bargaining agreements are governed by those agreements.

Equal Employment:

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status, and any other classifications protected by federal, state, and local laws.