Manager – New Patient Intake

Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Direct, supervise and coordinate activities of the New Patient Liaison Team Front Office and Clinical Intake.  The New Patient Intake Manager is responsible for all administrative aspects of the new patient liaison policy and procedures, workflows, and ensures they meet the standard turnaround times.  Maintains an effective and efficiently run team by arranging tasks, people and other resources to accomplish work. Monitors performance and takes appropriate action to produce desired results. Displays interpersonal skills required by exercising judgment and discretion when dealing with patients, staff and physicians. Supports and adheres to Tennessee Oncology Compliance Program, to include the Code of Conduct and Business Standards.

ESSENTIAL FUNCTIONS:

• Provide day-to-day supervision to the New Patient Liaison Team Front Office and Clinical Intake.
• Manage day-to-day infusion center workflow, including collaborating with the executive team.
• Manage employee relations issues appropriately and escalate as necessary.
• Responsible for employee activity such as hiring, job performance, annual evaluations, and counseling and/or disciplinary actions with appropriate approvals as required.
• Reviews employee time, enters benefit time, makes punch edits, approves employee time, and monitors weekly overtime reports.
• Reviews weekly requests for time off and coordinates coverage for open positions or covers positions in the event of necessity.
• Ensure staff keeps up-to-date documentation on patient’s accounts in Electronic Medical Record.
• Ensure staff keeps up-to-date appropriate licensing and/or certification
• Ensure staff communicates with managers, physicians, and staff in the case of questions or needs.
• Ensure staff communicates as necessary and in a timely fashion with Referring Physicians offices to obtain all medical records required and notifies them of patient’s appointments. 
• Serves as a liaison between management team, staff, physicians, and the New Patient Liaison team.
• Develop close working relationship with Referring Provider offices and reports any issues to management and practice liaison.
• Prepares Month End reports with number of new patient referrals, number scheduled, turnaround times, number of delays, Oncology versus Hematology, etc.
• Prepares Month End reports with average daily clinical intake volume
• Follows policy and procedures outlined by management to ensure standardization of processes across the clinics.
• Facilitates monthly staff meetings to keep employees up-to-date on policies, reviews issues, trains staff, and disseminates information obtained from management.
• Work with leadership team to develop department staff, streamline processes, create standard operating procedures, and training program.
• Work with leadership team on a regular basis to discuss trends and concerns.
• Assists in new hire training process.
• Provides feedback to Manager regarding possible areas of improvement or concern and attends monthly manager meetings.
• Establishes a culture of accountability and praise and recognition
• Supports and communicates TNONC strategic goals and priorities to staff
• Creates and maintains an environment of trust, integrity, open communication, teamwork and respect
• Travel to clinic sites and round on staff to solicit feedback on needs and offering support as needed.
• Maintains competencies in the event the need occurs to assist in staffing
• Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to communicate with a diverse group of individuals with various degrees of training and education.
• Multi-site supervisory experience.
• Excellent written and verbal communication skills with the ability to effectively communicate and establish collaborative relationships with physicians, patients, clinical and administrative staff, and the public.
• High level of customer service ethic with courteous demeanor and the ability to process patient and public inquiries, including complaints, and respond with poise and efficiency.
• Knowledge of clinic office procedures, medical practice and medical terminology.
• Knowledge of organizational policies, procedures, systems and objectives.
• Ability to interpret, adapt and apply guidelines and policies and procedures.
• Ability to organize, delegate, and supervise.
• Ability to recognize, evaluate and solve problems.
• Ability to plan, implement and manage multiple projects simultaneously.
• Ability to use proper grammar, spelling, punctuation and sentence structure to answer correspondence and prepare reports.
• Strong organizational skills and attention to detail.
• High level of discretion to work with confidential information.
• Proficient in the use of end-user computer applications regarding productivity (MS Word, Excel, Outlook), database and patient scheduling and other medical information systems.
• Ability to operate various types of office equipment.
   

QUALIFICATIONS REQUIRED EDUCATION AND EXPERIENCE:

• Minimum of (3) three-year medical office management experience in an outpatient medical clinic; preferably with Oncology/Hematology knowledge.
• High School diploma or equivalent required.
• Associates degree or higher preferred.
• Experience with healthcare clinic policies and procedures required
• Excellent management and leadership skills
• Basic Microsoft Excel and Word
• Hands-on knowledge of both front and back office functions

PHYSICAL REQUIREMENTS:

• Must be able to travel to satellite clinics when necessary.  
• Must be willing and able to lift up to 25 pounds.