Patient Access Manager

About Our Company We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical , Village Medical at Home , Summit Health , CityMD , and Starling Physicians . When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care. Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com. Job Description Position Summary: Responsible for administering, directing, planning, and coordinating all activities within the assigned medical offices. Works collaboratively with the medical office physicians and WESTMED administrators to ensure efficient, high-quality, cost-effective service to our patients. Actively promotes a consistently positive patient experience throughout the patient's visit. In this role, you will supervise Patient Service Representatives, Patient Navigators, Clerical Coordinators, and Patient Service Team Leader. Essential Job Functions : Manages daily operations in the Medical Offices and coordinates the work activities and schedules. Manages personnel in the Medical Offices including, but not limited to, interviewing, hiring, training, coaching, mentoring, and evaluating their performance. Utilizes motivational interviewing techniques to source top talent, choosing the 'right people'. Administers office policies and procedures in a consistent and timely manner including the Front Desk Patient Experience Policy Develops guidelines for prioritizing work activities, evaluating effectiveness, and modifying activities, as necessary. Develops and submits complete annual operational and capital budgets in-line with corporate goals and policies. Reviews and responds to quarterly budget variances analysis with detailed explanations. Manages overtime effectively and accurately justifies appropriate variation. Reviews monthly staffing levels with Site Director with appropriate sign off. Proactively manages inventory and supplies, utilizing par levels and inventory count management. Completes capital requests with a detailed business plan and return on investment analysis to senior management. Reviews monthly supply expenses with Site Director with appropriate sign off. Works collaboratively with the Billing Department to ensure timely and accurate bill processing and payment. Reviews depository information to ensure timely and accurate submissions. Ensures bank deposits are accepted seamlessly. Maintains Medical Office facilities. Oversee and recommend improvements including renovations, expansion, and purchase of equipment. Actively monitors sites and grounds to ensure safety is being adhered to as per the organization's standards. Works collaboratively and actively communicates with other patient access managers and administrative personnel to ensure maximum organizational efficiency, productivity, and positive patient outcomes. Promotes high-quality patient care and patient-centric experience. Monitors clerical staff dashboard progression and Key Performance Indicators. Proactively review patient surveys, address concerns, and conduct service recovery to improve the patient experience. Addresses Medical Office deficiencies by developing, implementing, and monitoring a remedial course of action. Optimizes workflows, cross-train team members, and delegate routine tasks as needed. Supports operations by covering front desks to mitigate departmental shortages, including covering roles held by direct reports. Reviews current standards of practice periodically and provide leadership with observations to enhance current workflows and procedures. Promotes a culture of confidence, integrity, pride, and passion in the workplace. Monitors staff plan compliance in a consistent manner and take corrective action. Champions and engages staff to adhere to the standards of excellence in the WESTMED Front Desk Patient Experience Policy. Conducts staff meetings to promote open communication. Supports an environment of constant learning. Meets monthly with individual staff members to discuss performance progression. Adheres to all WMG Compliance Program Policies and Procedures. Manages assigned projects as directed. Performs other duties as requested. Champions the standards of excellence in the WESTMED Front Desk Patient Experience Policy. Acts as a role model to others in providing excellence in patient satisfaction. Is emblematic of the high standards of a patient centric model of health care delivery. Serves as an escalation point of contact in the resolution process for patient experience related issues. Autonomously take action as needed to address issues. Flawlessly executes and oversees all front desk policies, procedures, and initiatives. Education/Certifications/Licenses :

• 3+ Years of Experience
• High School Diploma required. Associates/Bachelor’s degree preferred. Performance Standards for Specialty Knowledge, Skills & Abilities :
• Knowledge of organizational policies, procedures and systems.
• Knowledge of medical office procedures.
• Knowledge of fiscal management systems and techniques.
• Knowledge of Human Resource Management practices.
• Knowledge of computer systems and applications.
• Skill in planning, organizing, delegating and supervising.
• Ability to communicate clearly and effectively.
• Demonstrated interpersonal skills necessary to build staff, administrative, physician and community relationships.
• Demonstrated excellent customer service skills. Pay Range $72,322 to $90,397 The provided compensation range is based on industry standards, and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position. About Our Commitment Total Rewards at VillageMD Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan. Equal Opportunity Employer Our Company provides equal employment opportunities ( EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws. Safety Disclaimer Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/ .