Manage staff that perform centralized scheduling, video interpretation, outpatient pre-registration, eligibility verification, and co-pay identification prior to a clinic visit, in a call-center environment. Prepare annual departmental budget. Monitor quality of work and respond to trends with reinforcement or process improvement. Serve as an ambassador to all supported entities-both facility and professional faculty. As centralized support areas, the Pre-Registration Center, and UNM Health System Appointment Center carry a broad scope of responsibility not only for direct operations but for collaborative effort and problem-solving with clinic partners within UNM Hospitals; UNM Medical Group Ambulatory Clinics; UNM Cancer Center Services; UNM Sandoval Regional Medical Center; and UNMHSC Departments. Plan, organize, and manage departmental operations in accordance with hospital policy. No patient care assignment.
Related Education and Experience may be substituted for one another on a year for year basis.
STAFF - Recruit, hire, orient, train, schedule, supervise, evaluate, counsel, coach, discipline and terminate department personnel
CUSTOMER/STAFF RELATIONS - Establish and maintain good rapport and effective working relationships with patients, visitors, physicians and Hospital employees
CUSTOMER SERVICE - Ensure quality customer service through training, monitoring and coaching; resolve customer service issues and problems
BUDGET, QUALITY, POLICIES AND PROCEDURES - Prepare and administer the annual budgets; direct and monitor quality assurance programs; update and implement departmental plans, goals and objectives
BUDGET - Monitor fiscal status and reports; investigate and resolve variances
REPORTS - Prepare reports, monitor and respond to trends in registration error rates, Medicare Secondary Payer completion audits, and Call Center Phone Performance (GNAV)
COORDINATION - Work closely with UNM Medical Group, UNMCC, UNM Hospitals and UNM Sandoval Regional Medical Center Finance Division departments to coordinate efforts related to Revenue Cycle Improvement.
STANDARDS - Establish specific standards and objectives for clinical departments; ensure implementation of and compliance with standards, objectives and operating policies and procedures
COORDINATION - Work collaboratively with Department Managers/ Directors
LEADERSHIP - Provide leadership through identification of problems and opportunities for improvement, program planning, implementation, and evaluation
POLICIES AND PROCEDURES - Review and update policies, procedures and guidelines within scope of position.
COMMUNICATION - Communicate with both computer and non-technical personnel in order to understand user needs and to make these needs known to appropriate system vendors and IT personnel
RESOLUTION - Ensure timely documentation and resolution of process issues, escalate issues to appropriate decision-making authorities when necessary
COMMITTEES AND MEETINGS - Attend technical and administrative meetings; participate in committee functions; participate in hospital-wide activities and committees within the scope of position or as directed
PROFESSIONAL DEVELOPMENT - Enhance professional growth and development through attendance at relevant conferences, seminars, workshops, in-services, behavioral health classes, meetings and reading professional journals and online articles
PARTNER - Work closely with UNM Medical Group, UNMCC, UNM Hospitals and UNM Sandoval Regional Medical Center Operations/Departments to coordinate efforts related to patient care.
Bachelor's Degree in Business Administration or related discipline
2 years directly related experience
Physical Demands Requirements:
Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Tuberculin Skin Test required annually
Working Conditions Requirements:
No or min hazard, physical risk, office environment