Patient Access Manager

  • Location
    Santa Maria , California
  • Category
    Medical & Science - Patient Care / Management
  • Job type

Patient Access Manager - Santa Maria, CA

This position is responsible for assisting the Patient Access Leadership in managing daily operations within the assigned client Facility or within the Patient Access Contact Center operations. Supplements staff training, coaching and support; issue identification, assessment and resolution; and technical support within the assigned work environment in order to achieve desired outcomes and compliance with Optum360 and client policies/procedures and standards. Provides input in hiring/firing decisions, as well as performance appraisals. May perform quality reviews and analysis to support internal controls, monitor employee performance and assist in staff development, retention and selection. Serves as relief support and a “super user” for new programs, processes, and technologies. Works on-call schedule, as required.
Major Responsibilities:
1. Knows, understands, incorporates, and demonstrates the Optum360 and client Mission, Vision, and Values in behaviors, practices, and decisions.

2. Provides operational guidance and support to assigned staff under the direction of the Patient Access Manager, disseminates policy/procedure updates, and supports coverage of other departmental divisions, as required. Serves as technical advisor and resource to staff and the Manager.

3. Responsible for the development of associate work schedules and assignments to ensure cost effective staffing providing optimal work flow needs that meets performance requirements.

4. Performs job-specific accountabilities of relief staff (80%+ of work time devoted to “online staff support”) or other job functions as assigned by the Manager, or as required to meet expectations. Thorough knowledge of all aspects of Patient Access services and skills to successfully fill-in any position and/or work at multiple sites within a Facility or within multiple Facilities, fully meeting performance expectations and standards. Works varying hours and/or on-call schedule, as required.

5. In coordination with the Manager may participate in the redesign of Patient Access processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes.

6. Develops effective decision-making, communications and interpersonal relations to ensure a positive image of Optum360 and the client, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters:
• Provides timely and professional follow-up to customer complaints and issues
• Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels
7. Provides function-specific training, including staff orientation / onboarding and continuing education, in coordination with the Optum360 Training and Quality Assurance Program. Cross-trains and supports the functions of all centralized patient access functions.

8. Maintains work site in full operational order:
• Orders supplies and other materials in compliance with budgetary constraints
• Maintains a neat, orderly work environment that denotes professionalism and efficiency
• Develops job aides to assist the staff in performing work assignments

9. Responsible for the following activities:
• Selection of employees based on potential contributions, departmental culture/needs and personnel policies. Recommends allocation of resources based on scope of goals and priorities
• Reviews employees’ work regularly, discusses problem areas and maintains periodic documentation, as needed. Makes recommendations regarding personnel actions and follows-up, as warranted. Mentors and coaches associates to ensure positive outcomes
• Completes the work schedule, ensuring adequate and appropriate coverage and performance. Serves as on-call scheduling contact and assists with coordination of staff to meet the need. Manages to the department budget, minimizing Overtime, when possible.
• Provides and documents employee disciplinary / corrective actions, up to and including verbal warning, referring all actions and activities to the Manager for follow-up
• Provides input documentation to employee’s performance during orientation and annual reviews
• Maintains fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, monitoring staffing allocation in alignment with customer service goals, and by meeting budget parameters

10. Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; conducts special studies and prepares management reports, including key performance Indicators as they relate to the division (waiting/service times, staff productivity, accuracy, patient satisfaction, customer feedback, incident reporting, etc.).

11. Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Optum360’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

12. Other duties as needed and assigned by the Manager.
• Work Experience:
o Minimum 4 years of experience working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role. Applicable education and/or training can be used to balance a lack of experience.
o One or more years’ of supervisory experience strongly preferred. Minimum 2 years of experience in customer service, preferably in a healthcare environment.
o Certified Healthcare Access Associate (CHAA) from the National Association of Healthcare Access Management (NAHAM) desirable.

• Education
o High School diploma, GED or equivalent required; Associate’s Degree
o In Business/Management, Healthcare Administration, or other Healthcare discipline strongly preferred. Bachelor’s Degree preferred.

• Technical Knowledge
o Requires proficiency with: Microsoft Excel, Word, Project, Visio, PowerPoint and SharePoint
o Prior experience with the major Patient Access technologies currently in use, and/or other “like” systems

• Other Skills / Experience
o Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment. Must be able to multi-task and work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
o Maintains current knowledge of Patient Access processes and systems, regulatory and 3rd party payer issues and requirements.
o Basic knowledge of ICD-9 (10) and CPT terminology. Working knowledge of medical terminology.
o Ability to communicate and work with patients, physicians, associates, Optum360 / client leadership, multiple direct patient care providers and others in order to expedite the Patient Access process. Strong communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers.
o Effective critical thinking, problem solving and decision making skills. Strong quantitative and analytical abilities to process and display data.
o Ability to handle heavy workloads and short deadlines in a positive manner. Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership.
o Must possess the ability to comply with Optum360 and client policies and procedures
o Demonstrated knowledge of process improvement techniques are essential to success, as is the ability to be a self-starter and work independently to move projects successfully forward.
o Ability to work with a variety of individuals in executive, managerial and staff level positions
o Must be comfortable operating in a collaborative, shared leadership environment that encourages change engagement and participation, and open dialogue.
o Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Optum360 and our client organization(s).
o Operational knowledge of Federal and State regulations pertaining to patient admissions, as well as standards from regulatory agencies and accrediting organizations (DHS, HCFA, OSHA, TJC).

• Physical Demands
o Must be able to utilize correct body mechanics during performance of physical activity such as pushing/pulling, reaching, stooping, squatting, sitting, and lifting.
o Requires medium physical strength physical demands, including:

Standing Frequent
Walking Frequent
Stooping/Bending Occasional
Crawling Almost Never
Pushing/Pulling Occasional
Taste/Smell Almost never Sitting Constant
Climbing Occasional
Crouching/Squatting Occasional
Reaching Frequent
Fine Motor Handling Constant
Near Visual Acuity Constant
Hearing Frequent
Speaking Frequent

U.S. Department of Labor Terminology
Frequency % of day Minutes of day
Never 0 0
Occasional 0-32% Up to 2.5 hours
Frequent 32.1 to 65% 2.6 to 5.25 hours
Constant 65.1 to 100% 5.26 to 8 hours

• Environment:
o Primarily works indoors in offices and patient care settings
o Regularly required to drive or travel for work related duties
o ~5-10% travel demands to support assigned Service Areas, dependent upon incumbent’s home location and project responsibilities; Typically 2-3 days per week

Adecco provides one of the most comprehensive benefits packages in the industry to contract employees.

Candidates interested in this Opportunity should apply IMMEDIATELY. DO NOT DELAY. Please click on the “Apply Now” button to fill out your application. If you have any questions, you can contact Kristin Kaiser at

***Applicants must be currently authorized to work in the United States on a full-time basis***

This position is being recruited for by Adecco’s Service Delivery Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above, however your resume must be received via the “apply now” button included within to be considered.

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits including Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

  • Apply with Adecco

Reference number US_EN_2_286200_397680