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Job Details

SIDRA3368 - Manager - Patient Access

Department: Outpatient Administration Div
Division: Outpatient Clinic Dept
Contract Type: Full Time
Closing Date: 05-Oct-2017
Organizational Profile:

Sidra Medical and Research Center is a state of the art academic medical center that will function to the level of the highest international standards.  Its clinical focus is on the specialty care of women and children.

Sidra’s Vision is:  “Sidra Medical and Research Center will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world”.

Achieving this vision will encompass three essential activities:

World Class:     Patient and Family Centered Care      Health Education        Biomedical Discovery

Sidra works closely with Weill Cornell Medical College in Qatar and Hamad Medical Corporation across  all three activities to raise the standard of health and health care throughout the State of Qatar.

ORGANIZATIONAL PROFILE:

Sidra Medical and Research Center is a state of the art academic medical center that will function to the level of the highest international standards.  Its clinical focus is on the specialty care of women and children.

Sidra’s Vision is:  “Sidra Medical and Research Center will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world”.

Achieving this vision will encompass three essential activities:

World Class:     Patient and Family Centered Care      Health Education        Biomedical Discovery

Sidra works closely with Weill Cornell Medical College in Qatar and Hamad Medical Corporation across  all three activities to raise the standard of health and health care throughout the State of Qatar.

DEPARTMENT/BRANCH PROFILE:

The Patient Access Department serves a patient base consisting of both local and international women and children by providing referrals and access to healthcare services. The Patient Access Department performs scheduling, registration and referral services to achieve continuous and optimal entry to Sidra Healthcare services. 

The Referral Center is instrumental in providing the first step of entry for a patient, into Sidra clinic services.  In addition, the Referral Center is often the first point of contact as it relates to the transfer of patients between the hospital and other facilities.

JOB SUMMARY:

The Manager - Patient Access directs, manages and analyses all Patient Access Department activities, including scheduling, registration and revenue cycle processes, customer service, resolution of problems, tracking of metrics and staff supervision.

The Manager - Patient Access is responsible for ensuring the provision of safe patient and family focused quality service, and as a key member of the multi-disciplinary team, ensures that standards of care are adhered to at the service level.

The Manager - Patient Access works collaboratively to ensure that commissioning, recruitment, onboarding, orientation and service activation responsibilities are carried out in accordance with Sidra’s plans and timelines.

KEY ROLE ACCOUNTABILITIES:
  • Manages organizational and administrative daily operations and workflows of the Patient Access Department.
  • Analyzes, interprets, and summarizes pertinent Patient Access data components, and monitors performance against Key Performance Indicators.
  • Identifies issues, risks, barriers and opportunities for improvement related to Referral Center-Patient Access needs.
  • Manages coordination of work queues for all requests that flow through the Patient Access department and ensures operational workflows meet to Revenue Cycle requirements.
  • Monitors new national and/or organizational regulations and requirements to ensure timely compliance. 
  • Manages communications from electronic portals, emails, SMS, telephone and web applications. 
  • Serves as a professional role model for staff and acts as an advocate for patients and their families
  • Ensures that service is provided in accordance with established standards of care, policies, guidelines and protocols of Sidra and the State of Qatar
  • Plans for safe staffing patterns, while meeting the department needs.
  • Contributes to the development and delivery of departmental objectives using a continuous improvement paradigm. 
  • Works collaboratively and creatively to achieve objectives by embracing new ways of working/practice through utilizing evidence or research and taking the lead in implementing changes as required
  • Develops key performance indicators for the unit
  • Manages budget for the department and ensures that services are provided in a timely, efficient and effective manner by utilizing the resources (manpower, material and equipment) appropriately
  • Identifies opportunities and communicate/resolve issues and backlogs that directly impact the satisfaction of patients, families and providers.
  • issues that negatively impact on patient care outcomes, and implements solutions to demonstrate improvements in quality data and bench marks
  • Collaborates with educators in planning, implementation and evaluation of staff education requirements
  • Communicates effectively and efficiently with patients, families and colleagues, addresses patient complaints immediately and assists in the investigation of written complaints
  • Initiates changes/improvements based on patient feedback and patient satisfaction results
  • Promotes the effective orientation, precepting and support of new staff and students
  • Provides a welcoming work environment and monitors and tracks individuals progress
  • Ensures ongoing individual performance appraisals are objectively completed for staff members and assists with action plans arising from appraisals as necessary.  Provides clear feedback to team members in a manner that is conducive to maintaining and improving performance and counsels and/or disciplines staff when appropriate
  • Promotes retention of all staff by creating a healthy work environment that facilitates teamwork.
  • Treats colleagues, patients and visitors with dignity and respect at all times
  • Produces training needs analysis and ‘succession plans’ for the department
  • Applies problem solving techniques and evidence-based practice to unit related issues.  Evaluates and ensures appropriate escalation of issues to meet patient/staff needs and resolve conflicts
  • Establishes and maintains effective administrative processes on the unit, prepares reports and maintains records of activity and outcomes, and conducts unit meetings and maintains minutes
  • Develops, reviews and revises unit policies and procedures as required
  • Participates in organization-wide Performance Improvement activities and committees as assigned
  • Develops and sustains own knowledge, clinical skills and professional awareness and maintains a professional profile.  Provides documented evidence of performance and maintenance of skills consistent with position
  • Follows all Sidra related policies and procedures.
  • Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within Sidra, this position may be required to perform other duties as assigned and reporting relationships may vary.

QUALIFICATIONS, EXPERIENCE AND SKILLS – SELECTION CRITERIA:

ESSENTIAL

  • Master’s Degree in Nursing or health related field, or Masters in Business Administration from an accredited University in North America, or equivalent in the UK, Republic of Ireland, EU States, South Africa, Australia or New Zealand.
  • 7+ years’ progressive management experience within the relevant specialty area
  • Demonstrated managerial experience in specialty area
  • Demonstrated experience with interviewing, hiring, mentoring and performance evaluation
  • Demonstrated experience with clinical Information systems, including staffing and scheduling systems, and time and attendance systems
  • Demonstrated ability to apply Standards in the analysis and development of policies, procedures, guidelines, order sets and protocols
  • Demonstrated ability to assess and ensure unit readiness for accreditation surveys
  • Demonstrated ability to use search engines and data bases for internet research
  • Demonstrated ability to implement strategies and operate in a challenging environment
  • Demonstrated ability to cope with rapid and sustained change, competing demands and tight deadlines
  • Demonstrated ability to develop effective relationships with a range of stakeholders internally and externally
  • Demonstrated ability to assess, analyze, synthesize and act upon performance data and financial information
  • Demonstrated group presentation skills
  • Demonstrated proficiency in Microsoft Office suite
  • Fluency in written and spoken English

PREFERRED

  • Certification in Healthcare Access Management
  • Current Nursing License from country of origin
  • Project Management Experience and Certification
  • Risk Management and Lean Six Sigma Certification
  • Healthcare commissioning experience
  • Bi-lingual ability in English and Arabic
  • Technical background in hospital operational systems and familiarity with standards in complex protocols.
  • Knowledge of revenue cycle procedures
Sidra’s Organizational Values:
  • Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
  • Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
  • Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
  • Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
  • Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
  • Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care
Privacy and Application Policy

To the extent permitted by applicable laws and regulations, Sidra Medical and Research Center ("Sidra" or "we") collect, use and disclose your personal information in accordance with the principles set out below.

By submitting your CV or job application, you acknowledge that any personal or other information you supply to us may be used by Sidra to assess, evaluate and check your candidacy. You further acknowledge that we may make copies, reproduce, organise, modify, and analyse the information supplied for the purposes of making a selection decision.

You expressly acknowledge that submitting your application does not mean that you will be contacted for an interview or that you will be made an offer of employment.

We reserve the right to discontinue the recruitment process at any stage. Similarly, you have the right to withdraw your active application at any stage of the recruitment process.

We would like to assure your application will be treated with due diligence and thank you for considering employment with Sidra.

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