Appointment Business Center Manager (Call Center)

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Closing Date:

08/14/2024

Type of Position:

Management – Operations

Job Type:

Regular

Work Shift:

Sponsorship Available:

No

Institution Name:

University of Arkansas for Medical Sciences

The University of Arkansas for Medical Sciences (UAMS) has a unique combination of education, research, and clinical programs that encourages and supports teamwork and diversity. We champion being a collaborative health care organization, focused on improving patient care and the lives of Arkansans.

UAMS offers amazing benefits and perks (available for benefits eligible positions only):

• Health: Medical, Dental and Vision plans available for qualifying staff and family
• Holiday, Vacation and Sick Leave
• Education discount for staff and dependents (undergraduate only)
• Retirement: Up to 10% matched contribution from UAMS
• Basic Life Insurance up to $50,000
• Career Training and Educational Opportunities
• Merchant Discounts
• Concierge prescription delivery on the main campus when using UAMS pharmacy

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply link/button.

The University of Arkansas is an equal opportunity, affirmative action institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of age, race, color, national origin, disability, religion, marital or parental status, protected veteran status, military service, genetic information, or sex (including pregnancy, sexual orientation, and gender identity). Federal law prohibits the University from discriminating on these bases. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University’s Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights.

Persons must have proof of legal authority to work in the United States on the first day of employment.

All application information is subject to public disclosure under the Arkansas Freedom of Information Act.

At UAMS we value Diversity, Equity and Inclusion.

For general application assistance or if you have questions about a job posting, please contact Human Resources at [email protected].

Department:

ICE hiring-jobs.com CORE PA ABC Call Center

Department’s Website:

Summary of Job Duties:

The Appointment Business Center Access Manager is tasked with managing the day-to-day operations of the business center’s appointment scheduling and access systems. This includes overseeing appointment bookings, managing access to facilities, and ensuring that both the scheduling processes and access controls are functioning smoothly.

Qualifications:

Minimum Qualifications:

• Bachelor’s degree in Healthcare or related field PLUS five (5) years of experience in patient scheduling, registration, and/or billing

OR

• High School Diploma/GED PLUS nine (9) years of experience in patient scheduling, registration, and/or billing

Additional Requirements:

• Two (2) years of supervisory experience
• Advanced proficiency with Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint)

Preferred Qualifications:

• Demonstrate ability to collect, prepare and analyze data
• Knowledge of regulatory policies and procedures concerning billing and collections
• Audit experience

Additional Information:

Responsibilities:

• Ensures adequate staffing coverage is maintained to support the Call Center with office hours coverage (7:30 a.m. to 5:30 p.m.). 
• Responsible for managing scheduling teams to meet expectations for referral turnaround time, call statistics, quality, and customer service. 
• Works closely with leadership to reduce barriers to scheduling and ensure a great patient experience.
• Develops, implements, and maintains formalized training plans for ABC access personnel. 
• Serve on appropriate patient care access task forces or work groups. 
• Manages the day-to-day operations of assigned scheduling, registration, and/or authorization units.
• Staffs personnel to meet departmental needs and prioritizes workload daily and adjust staffing model as needed to ensure adequate coverage.
• Monitors staff performance through various methodologies including monthly quality/productivity audits.
• Ensures all departmental, ICE, and campus policies are followed within the unit.
• Identifies relevant trends by reviewing available reports and initiates process improvement activity when warranted.
• Initiates new or enhanced process improvement projects sanctioned by the Director.
• Responsible for staff hiring, new employee onboarding, employee evaluations, and annual training, facilitates staff development and provides employee coaching and progressive discipline when necessary.
• Promotes teamwork and role models the core concepts of PFCC. 
• Reviews all unit patient complaints and actively seeks resolution and/or service recovery.
• Monitors patient satisfaction benchmark tools and develops action plans accordingly.
• Demonstrates knowledge of individual responsibility and ensures staff preparedness following established Joint Commission standards and facility safety and emergency preparedness standards. 
• Perform other duties as assigned.

Salary Information:

Commensurate with education and experience

Required Documents to Apply:

List of three Professional References (name, email, business title), Resume

Optional Documents:

Proof of Veteran Status

Special Instructions to Applicants:

Recruitment Contact Information:

Please contact [email protected] for any recruiting related questions.

All application materials must be uploaded to the University of Arkansas System Career Site https://uasys.wd5.myworkdayjobs.com/UASYS 

Please do not send to listed recruitment contact.

Pre-employment Screening Requirements:

Annual TB Screening, Criminal Background Check

This position is subject to pre-employment screening (criminal background, drug testing, and/or education verification). A criminal conviction or arrest pending adjudication alone shall not disqualify an applicant except as provided by law. Any criminal history will be evaluated in relationship to job responsibilities and business necessity. The information obtained in these reports will be used in a confidential, non-discriminatory manner consistent with state and federal law. 

Constant Physical Activity:

Crawling, Crouching, Feeling, Grasping, Hearing, Kneeling, Lifting, Manipulate items with fingers, including keyboarding, Pulling, Pushing, Reaching, Repetitive Motion, Sitting, Standing, Talking, Walking

Frequent Physical Activity:

Hearing, Manipulate items with fingers, including keyboarding, Repetitive Motion, Sitting, Talking

Occasional Physical Activity:

Crawling, Crouching, Feeling, Grasping, Kneeling, Lifting, Pulling, Pushing, Reaching, Standing, Walking

Benefits Eligible:

Yes

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