Tallahassee Memorial HealthCare (TMH) is a private, nonprofit community-based healthcare system that provides advanced care to a 21-county region in North Florida and South Georgia. We are a career destination with nearly 6,000 colleagues who reflect the diversity of our community.
TMH is the region’s healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region’s only:
Level II Trauma CenterJoint Commission Comprehensive Stroke CenterLevel III Neonatal Intensive CarePediatric Intensive CareThe most advanced cancer, heart and vascular, orthopedic & surgery programs in the PanhandleOur system also includes a psychiatric hospital, multiple specialty care centers, four residency programs and nearly 40 affiliated physician practices.
HOW YOU'LL MAKE AN IMPACTIn this role as a Patient Access Manager one will be responsible for providing management and supervision to the Cardiology and Internal Medicine call center, patient access and physician practice representatives. Management of authorizations, referrals and medical records sections. Works closely with Administrator, Managers, nurses, and physicians to ensure physician/clinician and patient appointment preferences are met.
Telephone ReceptionEstablishes and maintains an efficient and responsive patient flow system.Acts as resource for appointment scheduler when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.Has an active role in daily department workflow and follow procedures for Call Center/Scheduler.Works with bump list and delegates appropriately.Answers all incoming phone calls in an efficient and courteous manner providing accurate and complete information to patient and/or referring physician office.SchedulingSchedules patient tests/treatments using guidelines established within the practice.Recognizes exceptions to scheduling protocols, takes appropriate action in a timely fashion while meeting patient/physician expectations.Coordinates cancellations, reschedules appointments and documents additions to schedule.Takes appropriate action when changes affect ancillary department operations.Also, coordinates the rescheduling of patients for which the required pre-certifications/referrals were not received within the specified timeframe prior to their scheduled appointment.Monitors availability of time slots for patient scheduling.Patient ResourceOversees daily office operations and delegates authority to assigned employees.Provides accurate and detailed information to patients regarding test preparations, arrival times, and any other instructions.Takes appropriate action in responding to exceptional questions presented.Patient Information ProcurementOversees daily office operations and delegates authority to assigned employees.Obtains all essential demographic and insurance information needed for scheduling in a complete, accurate, and timely manner.Enters information accurately into the practice scheduling system.Insurance eligibility/patient liabilityOversees daily office operations and delegates authority to assigned employees.Contacts third party payers to obtain and verify patient eligibility, benefits/coverage, patient liability, pre-certifications/authorizations and billing information.If required authorization cannot be obtained, follow-up with the referring physician.Documents in the practice information system, patient insurance and financial information prior to the appointment date for scheduled patients.Refers patient to billing office to resolve all payment issues prior to provision of services.Time and production managementMaintains required productivity and data accuracy levels according to department productivity and performance measurements.Maintains clear concise notes on all patient contact information in registration and scheduling software, as appropriate, so that key information can be communicated throughout the practice and beyond.Alerts the appropriate department and patient access management when the wait time for individual tests is extensive.Works with Internal Medicine and Cardiology Managers, physicians/clinicians to ensure scheduling procedures are meeting needs. WHAT YOU’LL NEED TO APPLY Education:Bachelor's degree, preferred with coursework in health care administration. Work experience may substitute for college coursework. Experience:(5-10) years of customer service experience required. Must have 3-5 years of supervisory experience with a team of 20+ employees.(5) years experience in Patient Access, Billing, Cash Collections, Insurance and/or Pre-certification requirements or directly related experience in a hospital. -Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen, background check, reference verification, health assessment, and credential/license verification.
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