Patient Access Manager - TGH Imaging Patient Access/Scheduling

·         Electronic Medical Records (EMR):

·         Manage and oversee scheduling workflows within the EMR system to ensure accuracy and efficiency.

·         Collaborate with IT and clinical departments to optimize EMR functionality for front-end operations.

·         Train staff on EMR use and updates, monitor compliance, and data quality.

·         Performance Monitoring:

·         Establish and monitor key performance indicators (KPIs) for scheduling accuracy, call center metrics, patient wait times, and staff productivity.

·         Conduct regular audits and analyze data to improve patient access workflows and reduce bottlenecks.

·         Implement performance improvement plans and track outcomes.

·         Resource Management:

·         Develop staffing models and schedules based on patient volume, seasonal trends, and departmental needs.

·         Supervise and mentor access and scheduling staff; manage hiring, training, and evaluations.

·         Optimize use of physical and technological resources for maximum efficiency.

·         Workflow Design and Evaluation:

·         Lead initiatives to design, document, and implement efficient and patient-centered workflows.

·         Conduct regular evaluations to ensure compliance with best practices and regulatory requirements.

·         Collaborate with cross-functional teams to refine processes and integrate feedback.

·         Telecommunications Systems and Call Flow Design:

·         Design, implement, and evaluate telecommunication systems and call routing strategies for the scheduling department.

·         Develop call flow strategies to reduce hold times, improve first-call resolution, and enhance patient satisfaction.

·         Partner with IT and telecom vendors to troubleshoot issues and upgrade systems.

·         Scheduling Strategy Development:

·         Design appointment scheduling protocols that align with provider availability, departmental goals, and patient needs.

·         Oversee centralized scheduling operations and ensure standardization across departments and locations.

·         Continuously assess and refine scheduling templates and algorithms.

Five (5) years of experience in patient access, scheduling, or call center operations.

Two (2) years of experience in a leadership role.

Two (2) years of experience in a leadership role.