Service Access Manager - Duke Eye Center of Raleigh

Job description

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. Duke Health Integrated Practice Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina. JOB LOCATION Duke Eye Center of Raleigh - 3480 Wake Forest Rd JOB SUMMARY We are seeking a Service Access Manager to manages service access operations and front-end staff to support efficient patient flow, optimal access, and a positive patient experience. Provide leadership and oversight for scheduling, registration, check-in/check-out, financial services, staffing, performance, and day-to-day administrative operations. JOB DUTIES AND RESPONSIBILITIES Supervise and coordinate front-end service access operations, including scheduling, registration, check-in, check-out, financial services, and patient flow. Provide direct supervision and leadership to service access staff, including hiring, onboarding, training, scheduling, performance management, coaching, and staff development. Plan daily staffing assignments and workflows to ensure appropriate coverage and efficient utilization of staff, space, and clinic resources. Partner with physicians, clinical leadership, and administrative teams to identify and resolve issues related to patient access, clinic operations, scheduling, and patient experience. Monitor departmental and staff performance through data and reports, identify trends or opportunities for improvement, and develop and execute appropriate action plans. Develop, implement, and maintain workflows, policies, and procedures that promote efficient operations, patient-centered service, and appropriate resource utilization. Address and resolve patient and visitor concerns while supporting a high standard of customer service. Ensure compliance with Duke Health policies, HIPAA, Joint Commission requirements, financial controls, cash management procedures, and other applicable regulatory standards. Participate in departmental budgeting, expense monitoring, cost-saving initiatives, and operational planning. Serve as a representative of the clinic with internal and external partners and actively participate in committees and improvement initiatives. Perform other related duties as assigned. JOB ELIGIBILITY REQUIREMENTS High school diploma required. Bachelor's degree in a related field strongly preferred. Six years of progressively responsible experience in a healthcare setting required. An Associate's degree may substitute for two years of required experience, and a Bachelor's degree may substitute for four years of required experience. Strong verbal and written communication skills. Demonstrated ability to lead, supervise, develop, and maintain effective working relationships with staff and multidisciplinary teams. Strong organizational, prioritization, problem-solving, and customer service skills. Experience with data entry, spreadsheets, databases, and presentation software. Knowledge of medical terminology and healthcare operations. Ability to analyze operational and performance data and implement appropriate action plans. Ability to develop and apply departmental policies, procedures, and workflows. Knowledge of situational leadership principles and general accounting practices. Experience managing patient access functions, including scheduling, registration, financial services, and patient flow, preferred. JOB HOURS The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays. Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.