ABOUT MARINHEALTH
Are you looking for a place where you are empowered to bring innovation to reality? Join MarinHealth, an integrated, independent healthcare system with deep roots throughout the North Bay. With a world-class physician and clinical team, an affiliation with UCSF Health, an ever-expanding network of clinics, and a new state-of-the-art hospital, MarinHealth is growing quickly. MarinHealth comprises MarinHealth Medical Center, a 327-bed hospital in Greenbrae, and 55 primary care and specialty clinics in Marin, Sonoma, and Napa Counties. We attract healthcare’s most talented trailblazers who appreciate having the best of both worlds: the pioneering medicine of an academic medical center combined with an independent hospital's personalized, caring touch.
MarinHealth is already realizing the benefits of impressive growth and has consistently earned high praise and accolades, including being Named One of the Top 250 Hospitals Nationwide by Healthgrades, receiving a 5-star Ranking for Overall Hospital Quality from the Centers for Medicare and Medicaid Services, and being named the Best Hospital in San Francisco/Marin by Bay Area Parent, among others.
What We Offer
MarinHealth offers a comprehensive suite of employee benefits that support your health, wellness, and financial security. Our robust program includes onsite health & fitness classes, discounts, and promotes a healthier lifestyle for employees. We also provide a 403(b) contribution plan and company-funded retirement plan, life insurance, vacation, holiday, and sick leave. These benefits, along with our highly competitive compensation package, make MarinHealth one of the best places to work in the Bay Area. Join us and find your next career at MarinHealth.
External hires are subject to a background check and pre-employment medical screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal, state, and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status, and any other classifications protected by federal, state, and local laws.
General Summary:
The Patient Access Manager will oversee patient outreach initiatives and manage inbound call center operations. They will play a critical role in ensuring seamless and streamlined patient experiences by coordinating outreach efforts for scheduling referrals, managing incoming calls for patients seeking to schedule their appointments or services, ensuring financial clearance is obtained prior to the appointment, and optimizing processes to enhance patient access to healthcare services. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a commitment to delivering high-quality patient care.
The Manager of Access provides operational support and leadership to MarinHealth Medical Network (MHMN) and its clinic locations, serving as a liaison between practice leaders, providers, and UCSF. This role is responsible for ensuring the delivery of high-quality, safe, and efficient patient care by developing and implementing process improvement initiatives, training, and support for practice managers and staff.
Essential Functions and Responsibilities:
- Coordinate patient outreach efforts across multiple modalities to ensure timely communication and engagement with patients regarding active referrals and appointment opportunities.
- Oversee the operations of the call center, including managing call volume, monitoring call quality, and ensuring adherence to service level agreements.
- Develop and implement strategies to optimize call center workflows, streamline processes, and improve overall efficiency.
- Supervise a team of call center representatives, providing guidance, support, and performance feedback to ensure exceptional service delivery.
- Collaborate with clinical staff, administrative teams, and other departments to address patient inquiries, resolve issues, and facilitate seamless care coordination.
- Ensure compliance with healthcare regulations, privacy laws, and organizational policies related to patient information security and confidentiality.
- Develop and maintain comprehensive training programs for call center staff to ensure proficiency in handling patient inquiries, navigating electronic health records, and maintaining professional communication standards.
- Monitor key performance indicators (KPIs) related to patient access, call center operations, and patient satisfaction, and implement corrective actions as needed to achieve performance targets.
- Stay updated on industry trends, best practices, and emerging technologies in patient access management and call center operations to drive continuous improvement initiatives.
- Acts as a liaison between Practice Leaders, Staff, and UCSF colleagues.
- Ensures seamless access to healthcare services for patients.
- Leverages technology and creates innovative ways for patients to access an outpatient network that spans several counties, with care delivery at 60 medical offices.
- Optimize scheduling templates across all services lines.
- Partner with internal and external call center teams.
- Identifies and implements clinical process improvement initiatives based on clinic needs.
- Supports the development and implementation of training for Practice Leaders and clinical teams.
- Partners with Operations Leaders to prepare and present patient experience action plans and other reports.
- Ensures compliance with regulations and clinical workflows.
- Leads and supports projects as needed.
- Acts as a liaison with providers and UCSF for administrative aspects of credentialing functions.
- Partners with the credentialing team to maintain procedures in compliance with regulatory requirements.
- Tracks and monitors standards related to provider staff in compliance with credentialing and accreditation requirements.
- Supports departments based on patient and physician satisfaction survey results.
- Facilitates the sharing of best practices.
- Possesses excellent communication skills (verbal and written).
- Demonstrates meticulous attention to detail.
- Provides solutions to business issues within the scope of the role.
- Ability to drive to/from various clinic locations (requires a California Driver’s License and automobile insurance in good-standing).
- Adherence to MHMN Behavior Standards of Excellence, including:
o Exceptional customer service;
o Respectful communication with patients, physicians, and coworkers;
o Professionalism in all work-related interactions;
o Effective teamwork;
o Safe work environment;
o Positive attitude.
- Perform all other duties as required or assigned.
Qualifications:
Education:
· Bachelor's: Business Administration, Healthcare or related field or equivalent education/experience.
License & Certifications:
· NA
Experience:
•5-10 years experience in a multi-clinic healthcare environment.
•3-5 years experience managing supervisor level and above.
· Previous experience in medical office: medical assisting, management of staff, billing/budget responsibilities, and/or operational management
· Knowledge/experience with EHR and/or practice management systems (Apex/Epic a plus)
· Project management experience preferred.
Service Excellence Standards And Behaviors (C.A.R.E.S):
We have adopted the following standards of behavior in addition to the job responsibilities listed above so we can create and maintain an optimal workplace environment. Your application for this position assumes you agree with and can maintain the following workplace values:
A. Communication
It is my responsibility to:
1. Smile, make eye contact, and greet others with my name and role
2. Communicate with sincerity, honesty and respect
3. Actively listen without interrupting and without judgment
4. Welcome the views of others and encourage feedback, questions and open dialogue
5. Assist families to understand and solve their problems
6. Be collaborative at all times
B. Accountability
It is my responsibility to:
1. Take ownership in delivering excellent service at all times
2. Create a warm and caring first impression
3. Follow procedures, policies and guidelines
4. Be mindful of conserving resources
5. Take responsibility for my actions and demeanor and follow through with commitments
6. Act professionally with everyone—patients, families, colleagues, vendors, clinicians
C. Respect
It is my responsibility to:
1. Speak clearly and without judgment to patients, families and visitors
2. Demonstrate my pride of ownership by showing warmth, concern and follow through with commitments.
3. Not engage in negative behaviors including gossip, undermining others and infighting
4. Ask patients and families how I can best support them
5. Speak positively about our organization, medical staff and associates
D. Excellence
It is my responsibility to:
1. Take ownership to consistently improve processes within my role, department and throughout Marin Medical Network/Medical Group
2. Strive every day to offer the highest care possible and strive to improve myself and my work output
3. Seek out opportunities to learn and apply best practices
4. Embrace change and offer suggestions for problem resolution
5. Recognize others for outstanding performance
E. Safety
It is my responsibility to:
1. Take pride in my environment by maintaining safe and clean surroundings
2. Work safely and create the best environment for the delivery of quality patient care
3. Knows and complies with all Medical Network/Medical Group safety policies and procedures as identified in the Medical Network/Medical Group Safety Manual, Disaster Preparedness Manual and the Employee Safety Handbook
4. Knows and uses the right safety practices and equipment or materials
5. Attends and completes all required health and safety classes, updates, and health testing
6. Takes immediate action and/or reports to supervisor or other appropriate personnel any potential unsafe condition, practice or hazard
7. Immediately reports every work-related injury
At MarinHealth, our top priority is the well-being of our employees, patients, and community. As such, we require all employees to receive necessary immunizations, including the measles, mumps, varicella, and seasonal flu vaccinations as a condition of employment and annually thereafter. Additionally, the continued recommendation to obtain a COVID + booster vaccination status. We understand that some individuals may require medical or religious exemptions from these requirements, but we remain committed to prioritizing the health and safety of all. Thank you for helping us in our efforts to maintain a healthy and safe environment for all.
The compensation for this role listed on this posting is in compliance with applicable law.The selected candidate’s compensation will be determined based on the individual’s skills, experience, internal/market equity factors, and qualifications.This posted minimum and maximum range represents the minimum and maximum of what we reasonably expect to compensate for the position.Furthermore, all compensation decisions are ultimately determined in accordance with our compensation philosophy.Compensation for positions covered by collective bargaining agreements are governed by the agreements in the aforementioned document.
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