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Quality Manager, Satellite Ambulatory Support Services

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Job Details
Job Order Number
Company Name
Ann & Robert H. Lurie Children's Hospital of Chica
Physical Address

Westchester, IL 60154
Job Description

Currently Seeking an experienced leader to perform as our Quality Manager, Satellite Ambulatory Support Services.

+ You will be responsible for leading, developing, and overseeing the management of quality assurance including educational training on operational issues and the development of standard operating procedures to drive the overall quality and training strategy across all Satellite Patient Service Representative functions.

+ Serves as the Patient Service Representative Liaison and Quality Metric Expert for all Satellite Service teams.

+ Responsible for developing and maintaining satellite processes and operating procedures in collaboration with satellite leaders and partners in EPIC, Finance, Front End Modernization and Revenue Cycle.

+ Responsible for managing the onboarding and training for Patient Service Representative Staff for Ambulatory Satellite Services, this includes monitoring as well as improving the Patient Service Representative productivity as well as quality performance.

+ Partners with Ambulatory Patient Service Representative Leaders across the organization to ensure consistency in process through onboarding, training as well as mentoring of Patient Service Representative across satellite locations. Partners with the revenue Cycle Team as the Satellite Liaison for Patient Service Representative metrics report outs.

+ Responsible for collaborating with Training teams for development of training, monitoring, analyzing and management of all Patient Service Representative staff standard operating procedures and the development as well as reporting on quality outcomes for the Patient Service Representative staff for all aspects of their role including patient scheduling, check in and check out functionality, registration, insurance verification, ancillary testing, and effective patient collections.

+ Maintain extensive knowledge of patient access, registration, payer, billing, compliance, and regulatory requirements through government communication, professional and peer contact, and training programs.

+ Responsible for developing and maintaining satellite processes and operating procedures in collaboration with satellite leaders and partners in EPIC, Finance, Front End Modernization and Revenue Cycle.

+ Manages coordinating the review, update, and development of processes and policies specific to job responsibilities across the Patient Service Representative satellites, with the Revenue Cycle productivity/quality team and other organizational stakeholder with Patient Service Representative reports.

+ Functions as Ambulatory Super-User for Satellite services with other stakeholders for all Ambulatory-related Epic modules, Scheduling, Patient Service Representatives, Templates, Epicare, and Clarity.

+ Manages, develops, and implements productivity/quality metrics and scorecards for satellites Patient Service Representative Teams for all aspects of the role from scheduling to check in including registration as well as collections and Welcome kiosk functionality.

+ Ensuring all aspects of cash handling process checks and balances are followed across satellite locations and provides recommendations for improvement when appropriate.

+ Manages, design, and implements a structured Patient Service Representative training curriculum supporting both new hire and current staff on operational issues. Meet regularly with front-line staff to discuss and resolve issues including off-site visits.

+ Partners with other Patient Service Representative Leaders for standardized workflows as well as standardized goal setting as applicable

+ Works with specific site Patient Service Representatives II and II for all orientation, training and mentoring for new Patient Service Representatives.

+ Rounds at all Satellite locations on a regular basis to ensure individual performance consistency across continuum.

+ Develops and maintains all standard operating procedures for all aspects of the Patient Service Representative role as appropriate for satellite Patient Service Representatives. Ensuring it is in line with the overall organizational initiative

+ Monitors and reports out on all Dashboard metrics identifying any areas of opportunity and develops project plans to address. Evaluates Patient Service Representative QA/QI activities for the ambulatory clinics and ancillary services. Institutes practice changes based upon findings from the monitoring and evaluation of QA/QI process.

+ Assists PCO Managers in evaluation of specific job performance for Patient Service Representative

+ Provides ongoing training and mentoring for Patient Service Representative with any upgrades to EPIC, new systems, new functionality and changes in role responsibilities

+ Serves as the EPIC Expert for the Patient Service Representative Team across all Satellite sites and partners with Ambulatory Access Support leadership.

+ Participates in Organizational wide change initiatives impacting the Patient Service Representative Teams attending meetings and project participation and proactively participates in planning for successful implementations.

+ Manages Welcome Kiosks and ensures training, performance and utilization are optimized.

+ Assists satellite leadership and internal auditor in review of collections processes to ensure compliance with standard operating procedures (SOP).

+ Assists in monitoring completion of all lease reports, cash handling processes and provides back up coverage as needed.

+ Monitors patient and family satisfaction specific to Patient Service Representative, develops and trains staff on initiatives to enhance the family experience.

+ Serve as Liaison to Ancillary departments, Rehab, and other teams.

+ Other job functions as assigned.

+ High school diploma required. Bachelor’s degree preferred.

+ 3-5 years’ experience in supervisory role in electronic patient registration, EPIC scheduling, medical terminology, and clinic operations

+ Extensive knowledge of Epic applications functionality (Prelude, ADT, Cadence).

+ Proficient computer skills, Word, PowerPoint, Excel, Access, various office equipment.

+ Extensive knowledge of patient access functions, state and federal guidelines, payer and regulatory requirements.

+ Strong analytical, verbal and written communication skills. Ability to collaborate across the organization.

+ Ability and comfortable training staff and implementing new processes.

+ Ability to organize and prioritize.

+ Excellent project management skills.

+ Excellent communication/listening skills. Substantial interpersonal skills to work effectively with diverse groups of individuals including Pediatric Patients, families, Physicians, Nursing and Allied Health and medical center personnel.

+ Requirement to drive between all Satellite locations.

Requisition ID: 2019-11050

Shift: Days

Street: 2301 Enterprise Dr

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