Senior Manager, Patient Access Operations

As the Senior Manager, Patient Access Operations at Emory Healthcare, your primary responsibilities will include overseeing clinical access operations, analyzing organizational systems, making recommendations for process improvements, and leading the implementation of solutions. You'll also manage physician scheduling to optimize patient access and reduce appointment wait times, alongside providing operational and financial leadership to ensure effective daily execution.

To qualify for the Senior Manager, Patient Access Operations position at Emory Healthcare, candidates must have a Bachelor's degree in business administration, finance, healthcare administration, or a related field. A Master's degree is preferred. Four years of experience in healthcare operations, particularly in patient access, is required, along with at least two years of supervisory or managerial experience.

Key skills essential for the Senior Manager, Patient Access Operations at Emory Healthcare include strong critical thinking and innovative problem-solving abilities, excellent customer service skills for both internal and external stakeholders, and proficiency in human relations and communication. Additionally, candidates should have solid time management and computer skills to excel in this role.

At Emory Healthcare, a Senior Manager can expect a supportive workplace culture that values professional development. The organization offers ongoing mentorship and development programs, comprehensive health benefits starting from day one, and initiatives focused on wellness and family support. This environment encourages team collaboration and growth, aligning personal goals with the mission of enhancing patient access to care.

The physical requirements for the Senior Manager, Patient Access Operations role at Emory Healthcare include occasional to frequent standing and walking, as well as sitting for extensive periods. The lifting of up to 20 lbs may be required occasionally, and candidates should be prepared for close eye work on computers and other relevant tasks. Environmental conditions may vary depending on assigned tasks, with exposure to various potential health and safety factors.

In answering this, emphasize your previous roles where you oversaw patient access operations. Detail the processes you implemented and the results achieved, showcasing your ability to enhance access and reduce wait times.

Discuss specific methodologies you use for analysis, such as data collection and patient feedback mechanisms. Highlight your previous successes in process improvement initiatives to demonstrate your effectiveness in this area.

Talk about the tools and practices you’ve utilized, such as scheduling software or protocols that prioritize patient needs. Provide examples of how your strategies have successfully reduced appointment wait times.

Describe your knowledge of relevant healthcare regulations and how you incorporate them into operational practices. Share any experiences where you trained staff on compliance or handled audits successfully.

Share specific instances where your critical thinking led to innovative solutions for access issues. Illustrate your thought process and how it led to tangible improvements in patient care.

Select a relevant challenge and describe the situation in detail. Focus on your approach to resolving the issue and what you learned from the experience, emphasizing your problem-solving skills.

Discuss the key performance indicators (KPIs) you would track, such as appointment wait times, patient satisfaction scores, and operational efficiency metrics. Explain how these metrics guide your strategic decisions.

Highlight your leadership style, focusing on how you foster communication, encourage team involvement in decision-making, and create an inclusive environment that values each team member's contributions.

Explain your philosophy on professional development. Discuss how you assess team members' strengths and areas for growth, and how you implement training programs that promote skill enhancement and career advancement.

Explain the importance of patient feedback in shaping your operational strategies and improving processes. Provide examples of how you've integrated patient insights into your work to enhance overall care delivery.