Carilion Clinic PATIENT ACCESS MANAGER in Roanoke, Virginia24027


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Roanoke, VA




M-F, 8:00 a.m. - 5:00 p.m.

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Job Details:

Manages, coordinates and maintains effective and efficient daily Patient Access operations while ensuring that both service line and facility initiatives and projects are completed on time, within budget, properly staffed and objectives met. Collaboratively implements best practices and standards. Builds positive relationships with appropriate disciplines to provide quality customer service to internal and external customers. Responsible for selecting, hiring, training and performing disciplinary actions for assigned site personnel. Promotes team building and programs for attaining quality service, satisfaction and financial goals.

Supports pre-registration activities including referral/authorization, insurance and demographics verification, patient financial liability estimation and financial counseling on behalf of hospital patients.

Provides a positive, rewarding and service oriented work environment, leading and supporting high quality patient centered service, an increasingly competent and engaged staff, and the achievement of fiscal, score card and patient experience process improvement goals through a centralized pre-service contact center team. Works closely with site-based hospital and practice leaders, as well as billing, finance and revenue cycle teams to support ongoing development of key performance indicators consistent with industry standards using quality data governance and data collection principles. Epic experience is strongly preferred.

Communicates daily with practice leadership, direct reports, physicians and executive leaders in addition to ongoing goal-oriented messaging with team members. Participates with and presents to leadership teams with audiences at times exceeding 100 system representatives. Reports directly to the Senior Operations Manager, Revenue Cycle.


Ensures that a compassionate people-focused perspective is included in all business decisions and that there is an understanding of decision implications. Proactively helps to manage the workforce, supporting direct reports that include Managers, Supervisors and Team Leaders. Challenges all levels of leadership when appropriate using knowledge of the workforce population and regulations. Anticipates conflicts, plans accordingly and persists in spite of resistance.

Monitors and implements support to new and expanded health care service volumes and performance improvement initiatives in partnership with other Carilion Clinic leadership.

Minimum Qualifications Required

Education: Bachelor's degree in business administration or equivalent experience required. Epic ADT Proficiency required.

Experience: Minimum of five years previous experience in medical office supervisory and/or management.

Licensure, certification, and/or registration: Participation in professional organizations required: CHAM, Certified Hospital Admitting Manager required for CMC; CHAA, Certified Hospital Admitting Associate required for Regionals & CMC; NAHAM, National Association of Healthcare Admitting Management. Healthcare Financial Management Association (HFMA) CRCR or CHFP, and Epic ADT/Prelude/Cadence certifications.

Other Minimum Qualifications: Excellent leadership, team building, and employee development skills. Well organized and detail oriented. Educated in word processing and spreadsheet applications. Must have strong written and oral communication skills and the ability to interact in a professional manner.

Inspiring Better Health at Carilion Clinic

Every day at Carilion Clinic, our employees come together to inspire better health in our patients, their families and our communities. Explore how you can be a part of this diverse, innovative and interdisciplinary patient-centered team, and find out how you can make a difference in the lives of others.

As an employee, you can take advantage of our competitive pay, various scheduling options, continuing education opportunities and excellent benefits.

Based in Roanoke, Va., Carilion Clinic includes multi-specialty physician practices, seven not-for-profit hospitals and the Virginia Tech Carilion School of Medicine and Research Institute in partnership with Virginia Tech.

Service Excellence and Quality are hallmarks of Carilion Clinic. As a team member, you will be expected to consistently deliver the best in care and customer service. As an employee, you will demonstrate respect, dignity, kindness and empathy in each encounter with our patients, families, visitors and with each other.

Equal Opportunity Employer

Carilion is a Drug-Free Workplace

Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.



Contact Information:

Contact Name:

Kimberlie (Kim) Gonce