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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient care management, staff supervision, and compliance with HIPAA Privacy Rules. Proven ability to enhance patient experiences through exceptional customer service and effective team leadership.
Highest-signal resume keywords
Patient Care ManagementStaff SupervisionCustomer Service ExcellenceHIPAA ComplianceTeam Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Administrative SupportDocumentation ReviewQuality Assurance ProgramsData Collection and TransmissionWIP Management ProcessesNPS AnalysisWindows Based Office Technologies
Soft Skills
Strong Verbal CommunicationStrong Written CommunicationInterpersonal SkillsCollaborative StyleIntegrity
Certifications & Qualifications
Valid Driver’s License
Industry Keywords
Patient AccessMulti-Site EnvironmentHealthcare ManagementEmployee SatisfactionPatient Experience
About the role
Key responsibilities & impact- Oversee Patient Access staff in one or more clinics
- Ensure patients, families, caretakers, and referrals feel welcomed and supported through best-in-class customer service
- Support clinicians and monitor documentation, patient outcomes, and Net Promoter Scores (NPS)
- Enforce compliance and adherence to workflow processes
- Oversee daily documentation and compliance with internal controls and HIPAA Privacy Rules
- Review clinical documentation to meet payer requirements
- Communicate payer updates, issues, or potential concerns to the Area Manager, Patient Access
- Support standardized WIP management processes
- Build, lead, and retain a high-performing administrative team
- Partner with Talent Acquisition to fill staff vacancies with qualified Patient Access Coordinators
- Train, coach, and develop team members; deliver regular performance feedback and annual reviews
- Foster an engaging work environment that enhances employee satisfaction and patient experience
- Drive effective use of front office systems and technology, including new tools to improve work processes
- Monitor and enforce consolidated workflows, reporting issues to the Area Manager, Patient Access
- Ensure Patient Access Coordinators deliver exceptional patient experiences
- Travel to assigned clinics up to 80% of the time
- Oversee and review quality assurance programs
- Ensure accurate collection and transmission of patient outcomes data to the outcomes team
- Communicate the purpose of patient outcomes to patients
- Monitor weekly, monthly, and yearly NPS reports and align workflows with the empathy strategy
- Manage resolution of NPS detractors and positive outcomes
- Analyze negative NPS resolutions, identify trends, and develop and implement action plans
- Engage administrative staff in communicating patient feedback and creating action plans
- Provide administrative support or coverage for Patient Access Coordinators during absences, onsite or remotely
- Manage special projects assigned by the Area Manager, Patient Access
- Participate in inventory processes as required
Requirements
What you’ll need- High school diploma or GED
- 2 years of experience hiring, supervising, training, and coaching others
- 2 years administrative and/or customer/patient service
- Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures
- Associate degree in healthcare management or related field preferred
- Supervising/managing experience in a multi-site environment preferred
- Excellent customer service skills
- Strong verbal and written communication skills
- Strong interpersonal skills and highly collaborative style
- Knowledge of patient care management
- Expertise in selecting, managing, coaching, and developing staff
- Demonstrated record of addressing customer/patient/employee issues
- Proficiency in Windows based office technologies (ex. Word, Excel)
- Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships
- Keep the patient at the center of everything that you do, building lifelong trust
- Foster open collaboration and constructive dialogue with everyone around you
- Continuously innovate new solutions, influencing and responding to change
- Focus on superior outcomes, and calibrate work processes for outstanding results
Benefits
Comp & perks- Competitive Compensation Packages
- 8 Paid National Holidays & 4 additional Floating Holidays
- PTO that includes Vacation and Sick time
- Medical, Dental, and Vision Benefits
- 401k Savings and Retirement Plan
- Paid Parental Bonding Leave for New Parents
- Flexible Work Schedules and Part-time Opportunities
- Generous Employee Referral Bonus Program
- Mentorship Programs- Mentor and Mentee
- Student Loan Repayment Assistance by Location
- Relocation Assistance
- Regional & National traveling CPO/CO/CP opportunities
- Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest