Tallahassee Memorial HealthCare

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Manager/Patient Access

Posted Date 5 days ago(2/10/2025 4:10 PM)
Workplace Type
On-site
Job Location : City
Tallahassee
Schedule
Days
Position Type
Full Time
FLSA Status
Exempt
Category
Admitting, Registration, Clerical, Office and Scheduling
Department
Tall Mem Phys Partners
ID
2025-16987
Company
Medicus

WHO WE ARE & WHAT WE DO

Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community. 

TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:

  • Level II Trauma Center 
  • Primary Stroke Center 
  • Level III Neonatal Intensive Care 
  • Pediatric Intensive Care 
  • The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle. 

Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices. 

HOW YOU'LL MAKE AN IMPACT

In this role as a Patient Access Manager one will be responsible for providing management and supervision to the Cardiology and Internal Medicine call center, patient access and physician practice representatives. Management of authorizations, referrals and medical records sections. Works closely with Administrator, Managers, nurses, and physicians to ensure physician/clinician and patient appointment preferences are met.

 
Telephone Reception
  • Establishes and maintains an efficient and responsive patient flow system.
  • Acts as resource for appointment scheduler when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
  • Has an active role in daily department workflow and follow procedures for Call Center/Scheduler.
  • Works with bump list and delegates appropriately.
  • Answers all incoming phone calls in an efficient and courteous manner providing accurate and complete information to patient and/or referring physician office.
Scheduling
  • Schedules patient tests/treatments using guidelines established within the practice.
  • Recognizes exceptions to scheduling protocols, takes appropriate action in a timely fashion while meeting patient/physician expectations.
  • Coordinates cancellations, reschedules appointments and documents additions to schedule.
  • Takes appropriate action when changes affect ancillary department operations.
  • Also, coordinates the rescheduling of patients for which the required pre-certifications/referrals were not received within the specified timeframe prior to their scheduled appointment.
  • Monitors availability of time slots for patient scheduling.
Patient Resource
  • Oversees daily office operations and delegates authority to assigned employees.
  • Provides accurate and detailed information to patients regarding test preparations, arrival times, and any other instructions.
  • Takes appropriate action in responding to exceptional questions presented.
Patient Information Procurement
  • Oversees daily office operations and delegates authority to assigned employees.
  • Obtains all essential demographic and insurance information needed for scheduling in a complete, accurate, and timely manner.
  • Enters information accurately into the practice scheduling system.
Insurance eligibility/patient liability
  • Oversees daily office operations and delegates authority to assigned employees.
  • Contacts third party payers to obtain and verify patient eligibility, benefits/coverage, patient liability, pre-certifications/authorizations and billing information.
  • If required authorization cannot be obtained, follow-up with the referring physician.
  • Documents in the practice information system, patient insurance and financial information prior to the appointment date for scheduled patients.
  • Refers patient to billing office to resolve all payment issues prior to provision of services.
Time and production management
  • Maintains required productivity and data accuracy levels according to department productivity and performance measurements.
  • Maintains clear concise notes on all patient contact information in registration and scheduling software, as appropriate, so that key information can be communicated throughout the practice and beyond.
  • Alerts the appropriate department and patient access management when the wait time for individual tests is extensive.
  • Works with Internal Medicine and Cardiology Managers, physicians/clinicians to ensure scheduling procedures are meeting needs.

WHAT YOU’LL NEED TO APPLY

Education:
Bachelor's degree, preferred with coursework in health care administration. Work experience may substitute for college coursework.
 
Experience:
(5-10) years of customer service experience required.  Must have 3-5 years of supervisory experience with a team of 20+ employees.
(5) years experience in Patient Access, Billing, Cash Collections, Insurance and/or Pre-certification requirements or directly related experience in a hospital.

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Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen, background check, reference verification, health assessment, and credential/license verification.

 

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