Manager of Access-Lake Forest Hospital

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

*Role will include travel to Lake Bluff to support an additional off-site location*

The Access Manager reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Access Manager leads operations within the NMHC Access Division which operates registration desks, practice and hospital scheduling, hospital operators, physician referral services, financial clearance and financial counseling services across the NM System. The Access Manager is responsible for fiscal, human resource, and quality outcomes for their defined service or department. The Manager places the needs of the patient and other customers as a first priority and demonstrates the skills necessary to meet and exceed expectations. The Manager engages others on a clearly defined, clearly communicated vision and engages individuals and groups to achieve that vision. The Manager identifies and develops organizational talent and embraces continuous learning of self and others.

The Access Manager oversees all aspects of the provision of services including the maintenance of safety, performance, quality, practice guidelines, service delivery and patient and customer satisfaction. This position is responsible for financial control and accountability for establishing and monitoring its operating and capital budgets. The manager is responsible for translating the organizations and divisions mission, objectives, policies and procedures into effective action.

Responsibilities:

Time, People and Resource Management:

• Establishes, implements, and monitors the unit or service areas capital and operating budget to achieve defined targets.
• Recruits and retains staff members consistent with the unit and organizations human resource plan.
• Develops systems for the responsible use of all hospital and practice resources.
• Defines and advances support systems (Telecom, Scheduling and Registration) process in support of departmental, patient and Access Division needs.
• Ensures all staff are trained and developed in all aspects of operations to optimize operational efficiency and effectiveness.

Customer Focus:

• Clearly identifies the internal and external customer(s) for their unit or service area and their respective requirements/expectations.
• Actively seeks methods of concurrent and retrospective feedback from customers, listens to customer feedback and implements solutions and/or interventions as appropriate.

Creative Leadership:

• Translates organizational vision into a unit or service area vision that engages staff in contributing to and achieving that vision.

Coaching and Development:

• Provides daily, just-in-time feedback to improve performance and self-esteem of staff.
• Tracks coaching discussions and actual performance of associates to ensure accountability.
• Seeks ways to match staff members talents and career interests with organizational opportunities.

Continuous Learning:

• Continually examines ways to improve business relationships with customers, suppliers, community, etc.
• Seeks and is open to new ideas from a wide range of sources; encourages others to share knowledge and best practices.

Additional Responsibilities:

• Ensures measurement and achievement of key performance indicators of the department and devises improvement strategies where needed to ensure performance
• Measure performance against goals in dashboards produced to customers
• Ensures the development, delivery and maintenance of technical in-service and continuing education programs to ensure the continuing evolution of staff competence Quality Management
• Collaborates with medical leadership in the development and implementation of programs/systems
• Maintains current knowledge of technical/clinical requirement of the department
• Monitors patient satisfaction on a regular, periodic and consistent basis and takes appropriate action based upon customer feedback.

Required:

• Bachelor's degree in Health Care or related field
• Progressive leadership experience
• Excellent communication and interpersonal skills
• Proficient problem solving and decision making skills, with ability to confront and resolve issues

Preferred:

• Master's degree
• Experience with automated call center management, measurement and reporting for Access Managers overseeing contact centers

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.