Reporting to the Director, Patient Access, the Manager, Patient Access Services at Capital Health Screening Center, manages all aspects of Patient Access Services to plan, organize, and oversee personnel and activities associated with registration and scheduling. This position ensures prompt patient access to services. The role holder ensures accuracy of demographic, insurance and payment data collection which drives the front end of the medical record and electronically bills accounts.
Responsibilities of Patient Access Services Manager
- Monitors internal/external customer satisfaction indicators to ensure service excellence and ultimately increase in Mubadala Health’s Likelihood to Recommend and Net Promoters Score.
- Maintains technological expertise of systems with impact on registration, scheduling, and other access driven systems.
- Drives initiatives that contribute to long-term operational excellence.
- Oversees the interaction with Patient Access Officers and ensures consistency in processes across all branches.
- Involved in setting short and long-term goals for the department.
- Develops and coaches team members through continuous communication, updates, and constructive feedback.
- Helps asset become the first choice for patients in the UAE due to company’s outstanding commitment.
- Defines Key Performance Indicators and appropriate measures to ensure that the asset delivers a high-quality service level to patients and families.
- Takes ownership of the team and the department performance.
- Tracks, reports departmental reports, and ensures Key Performance
- Improves the operational systems, processes, and policies in support of organizations mission.
- Ensures that all employees display top-notch customer service.
- Ensures registration, scheduling, insurance eligibility, cash collections and cash reconciliation are performed according to departmental KPI’s.
- Ensures that patient’s demographic and insurance or financial coverage information, is completed accurately and comprehensively in a manner that supports quality of care and revenue.
- Manages Shift Rota and ensures that there is adequate staffing to cover operational hours.
- Ensures that registration and scheduling operations run smoothly, and patients are not impacted negatively.
- Maintains expertise of Hospital systems and processes as they relate to Patient. Provides input in selection of products used to drive future internal process improvement achieved via technology advances/enhancements.
- Reinforces ‘Service Excellence’ in daily operations. Demonstrates CUSTOMER FIRST attitude about all Patient Access management activities.
- Creates environment whereby patients, physicians, and hospital staff (internal/external customers) receive high level positive response to all.
Other Duties as Patient Access Services Manager
- Identifies training requirements and develops training material to ensure caregivers maintain competence within their scope of work.
- Participates as a team member of assigned teams in implementing standard operating procedures and protocols relating to patient service excellence.
- Creates in-house educational programs and services to better enhance the skills of caregivers at delivering quality service levels and measuring against benchmarks.
- Provides optimal solutions to improve the operational systems, service processes and policies in areas including but not limited to enhancing management reporting, information flow and management, business processes and organizational planning.
- Uses reports and dashboards to monitor the daily productivity of the department and individuals.
- Assists Patient Access with meeting operational key performance indicators and industry benchmarks.
- Produces reports, monitor work queues, and provides recommendations for improvement in patient access.
- Monitors applicable work queues e.g., but not limited to pre- registration, appointment reminders. Follow-up work queues to ensure compliance to established KPIs.
- Gathers and analyzes productivity and quality of service.
- Ensures quality audits are regularly performed to promote quality and identify root causes of issues.
- Keeps abreast of scheduling, insurance, referral, and billing.
- Requests system enhancements as needed to facilitate accurate scheduling and registration.
Qualifications & Experience
Following are the requirements for the role of Patient Access Services Manager at Mubadala Health:
- Degree in Business, management or equivalent
- Master’s degree is preferable.
- Lean Six Sigma black belt.
- Minimum 5 years of operational experience.
- Budget development and oversight experience.
- Experience in Healthcare preferred.
Job Specific Skills and Abilities
- Demonstrates creativity, meticulous and a result-oriented individual.
- Fluency in written and spoken English
- Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
- Excellent interpersonal skills, customer orientation and a collaborative management style.
- A demonstrated commitment to high professional ethical standards and a diverse workplace
- A team player with interpersonal and strong communication skills.
- Fluency in reading, written and spoken English.
- Fluency in written and spoken Arabic preferred.
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