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St. Peter's Health · 1 day ago

Practice Manager for Access and Experience - SPMG Administration

Montana, United States

Full-time

Onsite

Senior Level

St. Peter's Health is seeking a Practice Manager for Access and Experience to enhance patient access and experience in their Medical Group. This key leader will manage a team focused on creating seamless scheduling and registration processes, while also ensuring excellent patient care and team development.

Health CareHospitalNon Profit

Responsibilities

Create ease of access to clinical services and an excellent patient experience

Lead and support a team of approximately 60 Patient Access Specialists, Referral Agents, and third party contracted phone agents

Develop people through individual training, coaching, and mentoring

Develop a team culture of mutual support, collaboration, pride, and a sense of purpose and belonging

Ensure that technology systems, workflow processes, and patient access specialists are aligned to deliver on access goals

Measure success in areas such as phone call answer rates, time from referral to first contact, and number of new patients establishing with SPH

Ensure the access team understands the importance of caring for patients and families

Measure success through formal patient experience surveys and patient complaints/grievances

Provide training and an environment for team members to continually improve their work

Leverage technology effectively to create reliable scheduling and registration processes

Prepare, utilize, and present management reports demonstrating key metrics and performance levels

Maintain current knowledge of industry developments and technology

Collaborate with teams and departments within the organization for full integration of patient access

Ensure staff are trained and comply with HIPAA and other regulations

Qualification

Customer Experience ManagementTeam LeadershipHealthcare ExperienceAdministrative Software ProficiencyTrainingDevelopmentBudget ManagementCommunication SkillsProblem SolvingAdaptability

Required

Demonstrated experience in leading and developing individuals and teams required

Experience working and leading in a customer / patient experience focused role required

Demonstrated ability to handle escalated customer inquiries and complaints

Demonstrated ability to communicate in a professional/courteous manner; manage complex and multiple tasks within assigned time-period; work independently; and ability to manage a budget also required

Demonstrated ability to prioritize, multi-task and adapt to a fast-paced work environment

Bachelor's Degree in healthcare, business, or related field or equivalent experience required