Job Description
Additional $6.00/hr. Safety Incentive Pay Minimum Offer $ 36.38/hr. Maximum Offer $ 45.95/hr. Compensation Disclaimer Compensation for this role is based on a number of factors, including but not limited to experience, education, and other business and organizational considerations. Department: Community Connections ICM FTE: 1.00 Full Time Shift: Days Position Summary 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. Detailed responsibilities CUSTOMER RELATIONS - Establish and maintain good rapport and effective working relationships with patients, visitors, physicians and Hospitals employees CUSTOMER SERVICE - Ensure quality customer service through training, monitoring and coaching; resolve customer service issues and problems QUALITY - Prepare and administer the annual budgets; direct and monitor quality assurance programs; update and implement departmental plans, goals and objectives STANDARDS - Establish specific standards and objectives for clinical departments; ensure implementation of and compliance with standards, objectives and operating policies and procedures LEADERSHIP - Provide leadership through identification of problems and opportunities for improvement, program planning, implementation, and evaluation 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 COMMITTEES AND MEETINGS - Attend technical and administrative meetings; participate in committee functions; participate in hospital-wide activities and committees within the scope of this position or as directed COORDINATION - Work collaboratively with Department Managers/ Directors STAFF - Recruit, hire, orient, train, schedule, supervise, evaluate, counsel, coach, discipline and terminate department personnel 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. POLICIES AND PROCEDURES - Review and update policies, procedures and guidelines within scope of position. RESOLUTION - Ensure timely documentation and resolution of process issues, escalate issues to appropriate decision-making authorities when necessary 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. Qualifications Related Education and Experience may be substituted for one another on a year for year basis. Education Essential Bachelor's Degree Education specialization: Essential Business Administration or Related Experience: Essential 2 years directly related experience Nonessential No preferred experience Credentials Essential Not Applicable/Not Required Valid New Mexico Driver's License UNM Vehicle Operator's Permit w/in 60 days Physical Conditions: 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 freq