Patient Access Manager

The Patient Access Manager is responsible for direct oversight of the Patient Access team’s day to day operations for the Kodiak Area Native Association (“KANA”) clinics; and, ensures the team maintains the highest level of customer service interactions by direct observation and mentorship.

Essential Duties and Responsibilities:

• Supports the organization’s mission and goals, quality standards, and patient-centered medical home philosophy. Embraces KANA’s culture of serving the whole person through our provision of services. Incorporate KANA’s core values of Courtesy, Caring, Respect, Sharing, and Pride in all activities and decisions.
• Upholds KANA’s Code of Ethics by conducting professional activities with honesty, integrity, respect, fairness, and good faith in a manner that reflects positively upon the organization.
• Demonstrates effective interpersonal skills and develop strong working relationships with staff, management, customers, and visitors; promotes an atmosphere that encourages enthusiasm and staff participation in team-based care, customer service as well as patient facing quality improvement activities.
• Ensures systems and processes are in place for exceptional customer service with effective communication to all patients as it relates to scheduling, registration and health information services. Facilitates customer satisfaction training as needed.
• Demonstrates the ability to recognize when the team is overwhelmed by phone calls or incoming patients and steps in to assist or find additional coverage as needed. Responds professionally and quickly to staff requests for assistance or training.
• Supervises all patient-facing operations to ensure patients are appropriately screened, scheduled then registered in accordance with established policies and procedures. Ensures that all information is gathered, entered, and updated in a timely and accurate manner, promoting the importance of data validity and data security.
• Prepares, revises and maintains policies and procedures for patient-facing/patient access processes as well as providing ongoing training to staff ensuring a clear understanding of performance expectations.
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• Works in conjunction with Revenue Cycle department to ensure registration, insurance and other health information needed for billing and coding is entered accurately into the EHR ensuring all encounters are able to be billed cleanly.
• Works corroboratively with the Quality department to monitor and manage reports tracking data related to patient demographics. Generates and monitors reports in order to track and trend data related to scheduling, registration, cash collections and call quality and duration are within Quality Assurance parameters.
• Assists with patient outreach and population health initiatives as it pertains to scheduling for clinic resources.
• Creates and posts team schedules at least 6 weeks in advance of scheduled work days to ensure department is adequately staffed and team has sufficient time to plan. Adjusts staffing to accommodate high and low volume patient days as well as requested and unplanned leave.
• Ensures team is compliant with money handling processes related to collecting for services and cash box reconciliation.