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Patient access jobs are challenging to fill for a variety of reasons. One is the need to recruit employees that are quick learners and flexible.
Staff need to be able to work a variety of shifts, and to do more than one job when they do work the shifts, explains Colleen McMahon, senior manager of the integrated call center/physician service division, registration and scheduling, at University of Pittsburgh Medical Center. "This is true whether staff are working in hospitals, at physician office front desks, or at scheduling call centers," she says.
A registrar might be doing scheduling calls one minute, be switched to customer service calls the next minute, then finish the shift working on e-mail responses.
"Patient access jobs are demanding, and we expect the best of our employees," says McMahon. "To meet these challenges, we make sure all new hires are trained on all necessary job requirements, and are also advised of the requirements of their job."
You cannot hold an employee accountable for a goal if he or she is not aware of that goal, says McMahon. For this reason, all aspects of the employee's job are measured after education is completed. The results are shared with staff in a monthly one-on-one meeting with their supervisor.
"It is imperative that staff have the time to meet with and talk to supervisors regarding their performance," says McMahon.
To be sure someone is a good fit for access, look for specific skills. "We are looking for financial and revenue cycle skills, as well as their customer service experience," says McMahon. "This includes telephone courtesy, behavior, dress, and patient interaction."
Since customer service is a top priority, McMahon pays close attention to the applicant's job history. "We look for people with a strong customer service background in various fields," she says.
During the interview process, managers look for good communication skills, body language, and the applicant's demeanor. "Then we look at their relevant health care experience," says McMahon. "We feel that you can train the health care specifics, but not always good customer service."
Auditioned first
Before being offered a permanent position, staff are "auditioned" by the various practices to ensure a good fit for the employee. "Sites have a variety of 'floaters' work at their front desk before they decide to hire someone permanently," says McMahon.
By spending time at various sites, the new employee is able to get a sense of the dynamics of the front desk. He or she can also speak with the office managers, to get their input as to what they are looking for.
"Some of the smaller offices have a one-person operation. They may need someone who is strong in all areas," says McMahon. "A large office with numerous front desk staff may be looking for someone to fit with the rest of the staff."
Patient access jobs are challenging to fill for a variety of reasons. One is the need to recruit employees that are quick learners and flexible.Subscribe Now for Access
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