SERVICE ACCESS MANAGER - DUKE WOMEN'S HEALTH NAVAHO
PRMO:, established in 2001, Patient Revenue Management Organization (PRMO) is a fully integrated, centralized revenue cycle organization supporting all of Duke Health, including Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, the Private Diagnostic Clinic, and Duke PrimaryCare. The PRMO focuses on streamlining the revenue cycle through enhanced management of scheduling, registration, coding, HIM operations, billing, collections, cash management, and customer service. The Mission of the PRMO is delivering quality service by enhancing the patient experience, providing financial security, and preserving Duke’s reputation and mission of advancing health together. Our Vision is to be recognized as a world class innovative revenue cycle organization that values our people, patients and performance.
Duke University Health System - Patient Revenue Management Office (PRMO) seeks to hire a Service Access Manager who will embrace our mission of Advancing Health Together.
The Service Access Manager will manage service access activities and staff to achieve continuous and optimal patient care.
Supervise and coordinate activities of the clinic/service area
This position will be split between three clinics located at Duke Women's Health Navaho, Blue Ridge OBGYN, and Perinatal Raleigh; travel between these clinics is required.
Develop and implement strategies to improve the work culture including comprehensive training, employee development and provision of resources.
Direct and coordinate all scheduling, check-in, check-out, and financial service activities within the clinic / department.
Establish and maintain processes for efficient patient flow and appropriate utilization of resources.
Actively participate on committees to achieve efficiencies and desired outcomes; ensure follow-up on action plans (operating processes, policies and procedures, denial prevention, revenue enhancements, supply utilization, personnel, etc…) and monitor success.
Monitor quality and manage workload to include patient work queue, claim edit, referral and order work queue management. Effectively develop and distribute work schedules and assignment of duties.
Serve as a departmental representative on committees – inter and intra departmental.
Able to perform same duties as subordinates.
Demonstrates accountability within areas of assigned responsibility.
Achieves Balanced Score Card targets related to Clinical Quality.
Personnel related activities
Communicate and model the values of DUHS, its entities and PRMO through orientation, development, mentoring, performance feedback, leadership rounding and evaluation of staff.
Ensures all personnel attend core and job specific training, and complete orientation within probationary period. Ensure and document staff competency for areas of responsibility.
Provide monthly performance feedback (minimally) and perform mid year and annual performance reviews. Recognize staff for work performed.
Plan and implement strategies to promote effective recruitment, retention and development of diverse work teams.
Perform leadership rounding routinely with staff and patients.
Effectively communicate expectations and goals to staff.
Achieve Work Culture Balanced Scorecard goals.
Makes hiring and termination recommendations / decisions.
Instruct staff on new methods, policies and procedures.
Maintains payroll system; recruitment files and ensure personnel files are up to date and staff are informed of policy and procedure changes.
Achieves or exceeds Balanced Scorecard targets related to Work Culture
Greets and provides assistance to patients, visitors and staff. Explains policies and procedures, and resolves problems.
Gathers necessary documentation to support proper handling of inquiries/complaints. Follows up timely.
Models words that work, service recovery and RELATE. Ensure staff live Duke’s Values and expected behaviors and utilize words that work, service recovery and RELATE.
Courtesy and professional conduct is maintained at all times.
Achieve Customer Service Balanced Scorecard goals related to Patient and Staff Satisfaction
Department (Clinic) Responsibility
Maintain liaison with medical and other professional and departmental staff in administering policies and procedures regarding revenue cycle activities, patient access and flow.
Resolve issues relating to department (clinic) services and processes.
Share KPI and Balanced scorecard performance on a monthly basis with clinic leadership including action plans to enhance/improve performance.
Process data requests for clinic leadership as requested.
Enforce regulatory and compliance requirements (HIPPA, JCAHO, etc…).
Accountable for understanding, enforcing and following all internal controls, particularly as they relate to cash management policies and procedures.
Achieve Clinical Quality and Internal Business Balanced Scorecard goals.
Financial / Budget
Develop / implement strategies to increase cash collections.
Provide budget recommendations and projections to PRMO Finance in coordination with HCA/COD approval.
Monitor monthly budget performance. Verify and reconcile expenditures of budgeted funds. Variances and discrepancies should be researched with PRMO Finance.
Identify cost savings within operation.
Achieve Financial Balanced Scorecard goals.
Generate, analyze and/or interpret entity (PDC / DUH, DRAH, DRH) and PRMO specific reports relating to department performance, staff performance, financial performance and execute appropriate action plan. Utilize dashboard and reporting effectively to manage business on a daily basis.
Attend Meetings and Training Sessions
Staff and departmental meeting attendance.
System, regulatory and policy training.
Service Access Manager meeting.
FCC and PSA Education sessions and Appointment Center Operations Meeting as appropriate.
High school diploma required. A Bachelor's degree in a related field is strongly preferred.
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.
Degrees, Licensures, Certifications
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.