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Mount Nittany Health · 18 hours ago

Manager Patient Access Training and Quality Assurance

State College, PA, United States

Full-time

Onsite

Mid, Senior Level

5+ years exp

Mount Nittany Health is seeking a Patient Access Manager for Training and Quality Assurance to develop and implement a comprehensive training and quality assurance program for patient access operations. This role ensures team members deliver accurate, consistent, and patient-centered services while aligning education and quality initiatives with organizational standards and regulatory requirements.

Health CareHospitalMedicalNon ProfitWellness

Responsibilities

Financial Management: analyze, monitor, and explain budgets and variances; ongoing evaluation of productivity; and maximize care efficiency and throughput

Human Resource Management: evaluate staffing needs and patterns; utilize recruitment techniques as they relate to staff selection; and ensure proper orientation. Align quality assurance and monitoring function with development of career ladder program and other advancement targets and criteria

Performance and Quality Management: Monitor Key Performance Indicators (KPIs) for all patient access functions. Collaborate with business area management to identify and address areas falling below thresholds, including identification of root causes and development of individualized and global solutions

Performance Improvement: utilize lean tools and methodology for identified areas of improvement; use of MDI (manage for daily improvement) strategies to drive outcomes; evaluate and improve customer/patient engagement performance; monitor patient safety reporting; participate in root cause analysis; promote workplace safety; maintain survey and regulatory readiness; just culture; and promote intra/interdepartmental communication

Foundational thinking skills: apply systems thinking knowledge as an approach to analysis and decision making

Technology: use of technology to support decision and improvement activities

Change management: facilitate change through assessing readiness, involving key stakeholder and those that do the work, communicate changes, and evaluate outcomes

Appropriate clinical practice knowledge: maintain knowledge pertinent to scope of responsibility and promote evidence-based practice

Human resource leadership skills: performance management (conduct evaluations, assess staff, monitor fitness, initiate corrective actions, terminations, etc.); staff development and assurance of competencies; and staff retention skills and activities

Communication skills: open, respectful, and effective, both oral and written

Relationship management & influencing behaviors: manage conflict; situation management, promote team dynamics, mentor and coach staff & peers, apply communication principles; encourage participation of staff; role model professional behavior; act as a change agent; and apply principles of self-awareness

Diversity and Inclusivity: maintain and environment of fairness and equality

Personal and professional accountability: practice ethical behaviors; hold self and others accountable for respect and professionalism; and promote and role model lifelong learning

Understands and evidences through practice the organization's structure, operations, decision making channels and planning processes. Utilizes a wide range of information sources and perspectives to define issues and identify needs. Makes decisions that are fact-based and takes organizational resources and objectives into balanced consideration

Role models leadership skills to foster interdepartmental and interdisciplinary cooperation and collaboration. Serves as ambassador and change catalyst for the organization and area(s) of responsibilities

Leads the department and MNMC & MNPG to best practice performance in customer, patient and employee satisfaction, efficiency, effectiveness, accountability, compliance, integrity and respect

Demonstrates fiscal responsibility through the preparation and management of an appropriate Capital, personnel and operational budget

Utilizes communication, negotiation and problem-solving skills to achieve clinical and financial outcomes

Maintains the confidentiality of all records and information received in the course of the job in accordance with HIPAA requirements

Acts as a liaison with Medical Staff, hospital personnel, patients, and other hospitals and clinics. Cooperates and works together with co-workers and management in an open-office work setting, achieving goals and objectives of the department. Communicates tactfully and diplomatically with ancillary departments, Medical Staff, patients, visitors, insurance companies, and all other professionals applicable to the job description. Accepts and adapts to new and changing work requirements/assignments and priorities. Continually strives to find ways to improve department functions and processes

Qualification

Training program developmentQuality assurance oversightPatient access workflowsMeditech experienceEpic System experienceStatistical reportingLeadership skillsCompliance monitoringHuman resource laws knowledgeCommunication skillsOrganizational skillsProblem-solving skills

Required

High school diploma or GED required

5 years of health care/patient access experience required

3 years must be training, quality assurance and management/leadership experience required

Strong knowledge of patient access workflows and regulatory requirements

Microsoft Word, Excel and PowerPoint experience required

Statistical reporting experience required

Ability to design and deliver effective training and quality assurance programs

Skilled in auditing, compliance monitoring and process improvement

Expertise in the best practices of patient access workflows

Excellent communication, instructional design, and leadership skills

Demonstrated ability to work under stressful situations

Functional understanding of health care operations and physician practices

Leadership skills to motivate cross-functional teams to strive for excellence while utilizing a consensus-building management style

Comprehensive knowledge of regulatory requirements and the ability to provide documentation of such requirements when needed

Possesses a strong understanding of various reimbursement methodologies with knowledge of the requirements for hospital and professional billing across payers

Strong quantitative, analytic, and problem-solving skills to evaluate all aspects of a problem or opportunity and draw valid conclusions to make or facilitate appropriate and timely decisions

Strong organizational skills to manage multiple diverse priorities with high visibility and extremely detailed information

Ability to present and communicate complex information effectively in both written and oral forms to a variety of audiences, including hospital and physician leadership

Uses tact, sensitivity, sound judgment, and a professional attitude constantly

Conducts business in a professional and cordial manner that upholds the integrity and reputation of Mount Nittany Health

Knowledge of human resource laws and regulations as they relate to the management of staff