PERFORMANCE MANAGER PATIENT ACCESS

H. Lee Moffitt Cancer Center

Tampa, FL

Job posting number: #7117444 (Ref:hlj_42098)

Posted: December 7, 2022

Application Deadline: Open Until Filled

Job Description

Position Highlights:

The Performance Manager is a member of the Patient Access leadership team. He/ she is responsible for monitoring the quality within Patient Access to include the patient's experience and their interactions with Moffitt's internal processes, staff, and technology. He/she looks for process improvement trends and initiates resolution. Is responsible for the day to­ day supervision of the Patient Access Escalation Specialists. He/she mentors staff, serves as a resource, and provides support for team members on issues while meeting the department and organization goals. Upholds collaboration between department leadership, clinic operations, and the Revenue Cycle in order for clinical processes to be efficient and effective.

The Ideal Candidate:

  • Oncology scheduling experience
  • Master’s Degree in business, management social science or computer science field

 

Credentials and Qualifications:

  • Bachelor's Degree
  • Minimum five (5) years business/professional experience in the healthcare industry or in a telephone-based hospitality, service, appointment, or reservation center.
  • 5 years Patient Access supervisory and/or training, quality or coordination experience may be considered in lieu of a bachelor's degree
  • Minimum one (1) year of direct supervisory experience.
  • Minimum one (1) year of experience overseeing or performing complex medical scheduling and registration within an Electronic Health Record.  
  • Deep understanding of Cerner Scheduling and Soarian Financials Patient Access software

 

Responsibilities:

Provides root cause analysis of Patient Access related system and process issues. Provides service recovery to affected patients or providers

  • Leads/supervises a team of Patient Access Escalation Specialists who support these goals through various methods, including research/root cause analysis, documentation of best practice/policy/process and service recovery when a problem is identified.

Acts as the lead consultant to the clinical leadership teams and continuously seeks to optimize and enhance the scheduling/registration accuracy and efficiency.

  • Gathers departmental requirements to develop and maintain scheduling algorithms and instructions for each clinical service.
  • Responsible for creating/developing processes, systems, metrics, and frameworks that ensure high performance within patient access departments and teams.
  • Collaborates with clinic management to resolve all Patient Access issues.
  • Support and maintain the knowledge base and digital algorithms for scheduling guidance.

 

Monitors quality within Patient Access and trends system and process deficiencies.

  • Assesses the patient's experience and their interactions with Moffitt's internal processes, staff, and technology.
  •  Recognizes trends for process improvement.

 

Support, oversee, and manage the performance and productivity of the team. Assigns and allocates staff based on service recovery needs.

  • Support, oversee, and manage the performance and productivity of the Patient Access Escalation Specialists.
  • Manage in accordance with internal written policies and procedures and any applicable Federal and State regulations.
  • Develop policies and procedures and hold the team accountable.
  • Recruit, select, train, evaluate, coach/counsel, and when appropriate, terminate staff.

Provides onsite management support when manager is off site or outside of manager's regularly scheduled hours.

  • Communicates problems and compliments with manager and/or director.


Mission To create a Moffitt culture of diversity, equity, and inclusion as we strive to contribute to the prevention and cure of cancer. Vision To advance and accelerate a culture of access, equity, and inclusion. Diversity is a priority at Moffitt and is meant "to promote a culture of diversity and inclusion as we contribute to the prevention and cure of cancer." The Enterprise Equity Department focuses its efforts on eliminating those obstacles to an individual’s ability to exist within their personal comfort zone at the cancer center. Everyone is important to meeting this priority. Addressing and responding to diversity and inclusion fosters an environment where mutual respect for diverse cultures, communication styles, languages, customs, beliefs, values, traditions, experiences and other ways in which we identify ourselves, is the expectation.


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