Senior Manager Centralized Support Services

Job Title: Senior Manager Centralized Support Services
Department: Revenue Cycle
Reports To: Director of Patient Access

Job Summary:
The Manager of Centralized Support Services is responsible for the oversight coordination and management of operations/processes to support patient access to hospital departments and TCOT clinics. This position ensures the efficient scheduling of patient appointments processing of referrals and securing of necessary authorizations to optimize patient flow enhance patient experience and support clinical operations. The Manager will lead a team of scheduling staff develop and implement best practices collaborate with clinical and administrative leaders and provide reporting metrics to meet organizational goals.

Key Responsibilities:

Leadership and Staff Management:
Recruit train and supervise scheduling staff to ensure high performance and adherence to organizational policies.
Conduct regular performance evaluations and provide coaching mentoring and professional development opportunities for team members.
Foster a culture of teamwork accountability and customer service excellence within the department.

Scheduling Operations:
Oversee the scheduling of patient appointments for all designated services including but not limited to hospitalbased outpatient departments and clinics to ensure efficiency and accuracy.
Monitor appointment availability identify bottlenecks and work with clinical teams to optimize scheduling processes and reduce wait times.
Ensure timely followup and completion of patient referrals and preappointment tasks.

Referral and Authorization Management:
Ensure that all referrals are processed accurately and in a timely manner meeting all payer and regulatory requirements.
Oversee the authorization process for scheduled services working closely with insurance companies to secure approvals.
Maintain uptodate knowledge of insurance requirements prior authorization processes and referral protocols.

Process Improvement and Compliance:
Identify opportunities for process improvement and implement solutions to enhance efficiency and accuracy in scheduling operations.
Ensure compliance with hospital policies HIPAA regulations and other applicable laws and guidelines.
Monitor and report on departmental performance metrics including scheduling accuracy referral turnaround times and authorization success rates.

Reporting:
Develop a dashboard report to be shared with Revenue Cycle and Operations Leaders to report on an established schedule all KPIs related to the centralized scheduling department.
Develop tools and a process to share with staff on an established basis telephony reports that tie to patient access.

Collaboration and Communication:
Serve as the primary liaison between the Centralized Scheduling Department and clinical administrative and operational teams attending appropriate standing meetings as directed.
Collaborate with department leaders to address scheduling challenges and support organizational priorities.
Communicate effectively with patients providers and staff to ensure a seamless scheduling experience.
Perform monthly site visits to each clinic/supported department on a monthly basis to provide education and ensure integrity of processes and reporting.
All other duties as assigned.

Education:
Bachelors degree in Healthcare Administration Business Management or a related field required.
Masters degree preferred.

Experience:
Minimum of 35 years of experience in healthcare scheduling patient access or related operations with at least 2 years in a leadership role.
Experience in managing referral and authorization processes in a hospital or clinic setting is preferred.

Skills and Abilities:
Strong leadership organizational and problemsolving skills.
Excellent interpersonal and communication skills with the ability to work collaboratively across departments.
Proficiency in scheduling software electronic health records (EHR) and other healthcare technologies.
Knowledge of insurance policies prior authorization requirements and regulatory compliance standards.
Ability to analyze data generate reports and make datadriven decisions to improve departmental performance.

Physical Demands and Work Environment
Lifting/Carrying Pushing/Pulling
Lbs. Time Lbs. Time
110 3
1 033
2 033
5 033
76100 None 76100 None

Movement Time
Bend/Stoop/Twist 033
Crouch/Squat 033
Kneel/Crawl 033
Reach above Shoulder 033
Reach below Shoulder 033
Repetitive Arm None
Repetitive Hand 033
Grasping 033
Squeezing 033
Climb Stairs None
Walking Uneven 033
Walking Even 3466

Environment Time
Indoors 67100
Outdoors 033
Extreme Heat None
Dusty None
Excessive Noise 033

Equipment Time
Motor Vehicles None
Foot Pedals None
Extreme Heat None
Dusty None
Excessive Noise 033

Work near Time
Machinery None
Electricity None
Sharps 033
Chemicals 033
Fumes 033
Heights None

Vision
Depth Perception Required
< 20 Required
Color Not Required
Peripheral Required

Endurance Hours at Once Total in 12HR
Sit 3 6
Stand 1 3
Walk 1 3