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Service Access Manager- Duke Raleigh Hospital Cancer Center
Occ Summary
Manage new patient access operations and staff for Duke Cancer Institute, across the Duke Health System, to achieve continuous and optimal patient care.
Essential Job Duties
Directly responsible for all personnel actions including, but not limited to, hiring, performance appraisals, promotions, vacation schedules, and maintaining payroll records and time reports. Plan and schedule work for the new patient coordinators, ensuring proper distribution of assignments and adequate manning, space and facilities for subsequent performance of duties. Train new personnel. Supervise and coordinate activities of the DCI New Patient Access department to include establishing and maintaining systems for scheduling new patient appointments. Develop policies and procedures to improve patient care and utilization of clinic/department resources. Monitor the day-to-day operations for the DCI New Patient Access center to optimize performance and enhance patient experience. This is accomplished by monitoring real-time performance reporting, optimizing work force management, and establish and review expectations for managing work queues and in-basket messages. Monitor performance of administrative team including call volume, abandonment rates, questionnaire utilization, and call quality.
Serve as a representative for the clinic/department to both internal and external groups. Communicate and model the values of DUHS through orientation, development, mentoring, performance counseling and evaluation of staff. Plan and implement strategies to promote effective recruitment, retention and development of diverse work teams. Perform other related duties incidental to the work described herein.
*This position is Monday – Friday. Typical work hours are 8:00am-5:00pm but additional time before or after work hours may be needed due to meetings or other work. Primary location will be at DUH, but occasion travel to DRAH is required.
Knowledge, Skills and Abilities
Strong verbal and written communication skills Data entry experience Skilled in working with spreadsheets, databases and power point presentations Medical terminology knowledge Ability to organize andprioritize Strong customer service background and experience Ability create and apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms 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
Level Characteristics
N/A
Minimum Qualifications
Education
High school diploma required.
A Bachelor's degree in a related field is strongly preferred.
Experience
Requires six years of experience of a progressive nature in a healthcare setting to become knowledgeable of the complex activities associated with healthcare services. An Associate's degree in healthcare or business may substitute for two years of experience. A Bachelor's degree in healthcare or business may substitute for four years of experience.
Degrees, Licensures, Certifications
N/A
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Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
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