Duke University seeks a Service Access Manager to join the Patient Revenue Management Office (PRMO). You will manage service access activities and staff to achieve continuous and optimal patient care for the Duke University Health System. This role involves supervising and coordinating clinic/department scheduling, check-in, check-out, and financial services.
What You'll Do
- Supervise and coordinate clinic/department activities, establishing systems for patient flow and utilization of facilities and manpower.
- Direct all scheduling, check-in, check-out, and financial services activities within the clinic/department.
- Actively participate on committees to achieve desired outcomes and ensure follow-up on action plans.
- Serve as a representative for the clinic/department to internal and external groups.
- Plan and schedule work for front-end staff, train new personnel, and ensure proper distribution of assignments.
- Communicate and model DUHS values through orientation, development, mentoring, and performance evaluation.
- Directly manage all personnel actions including hiring, performance appraisals, promotions, and payroll records.
- Coordinate diagnostic and treatment activities with other departments for effective patient care and efficient service.
- Greet and assist visitors and patients, explain policies, and resolve problems.
- Maintain liaison with medical staff and personnel to administer policies regarding patient flow and resource utilization.
- Develop policies and procedures to improve patient care and clinic/department resource use.
- Maintain interface with physicians, patients, and administrative staff to provide information and resolve problems.
- Collect and analyze data for reports and special projects.
- Generate, analyze, and interpret entity-specific reports on department, staff, and financial performance.
- Independently execute appropriate action plans based on findings.
- Enforce regulatory and compliance requirements, including HIPAA and JCAHO, and all internal controls related to cash management.
- Be directly involved in department budget preparation, make recommendations and projections, and monitor expenditures.
- Coordinate activities related to determining sponsorship eligibility, making financial arrangements, and establishing fees.
What We're Looking For
- High school diploma required.
- Six years of progressive experience in a healthcare setting.
- An Associate's degree may substitute for two years of experience.
- A Bachelor's degree may substitute for four years of experience.
- Strong verbal and written communication skills.
- Data entry experience.
- Skilled in working with spreadsheets, databases, and PowerPoint presentations.
- Medical terminology knowledge.
- Ability to organize and prioritize.
- Strong customer service background and experience.
- Ability to create and apply specific departmental policies, rules, and regulations relating to verifying patient information, collecting payments, and maintaining records.
- Knowledge and ability to apply situational leadership skills.
- Ability to effectively lead teams and establish and maintain effective relationships with other personnel.
- Knowledge of general accounting principles.
Nice to Have
- A Bachelor's degree in a related field is strongly preferred.
Team & Environment
This role generally reports to a Health Center Administrator or department head with responsibility for multiple sites.
Work Mode
This is an onsite position.
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation, or military status.
