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Penn Medicine Patient Access Central Scheduling Manager in West Chester, Pennsylvania


Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?


The Patient Access Central Scheduling Manager is responsible for partnering with site leadership to continuously drive access metrics. Identify opportunities to improve access, I.e. scheduling, registration and the patient experience. They are responsible for all aspects of customer and patient satisfaction, personnel management, quality management, change management, and workforce planning and staff development. Also responsible for proactively collaborating with Associate Director/Director, administrative and site leadership for their individual areas on an ongoing basis, to ensure each parties’ needs are met, to troubleshoot issues as needed, and to plan for and address departmental Process changes. Requires excellent communication and supervisory skills. Must be effective at analyzing and monitoring data to manage individual staff performance and overall Access Center performance


· Proactively diagnosing root causes when areas are not achieving performance and service targets, defining and implementing action steps to achieve improved performance, and communicating with the Associate Director/Director administrative and practice leadership for their individual Department/Locations on an ongoing basis.

· Responsible for proactively communicating with the Associate Director/Director : status of operations, potential issues that may arise, a plan to resolve issues.

  • Helps identify and solve problems to establish effective working relationships with colleagues, patients, and customers; proactively determines underlying or hidden problems that may result in potential issues.

  • Collaborates with the Associate Director/Director to ensure staffing needs are met as well as productivity guidelines are followed.

· Prepare reports for Associate Director/Director or on departmental activities, which include staff productivity, Individual queue performance, attendance and behavioral statistics and project updates.

· Coordinates monthly/daily staff departments meetings.

· Responsible for Quality Assurance for designated departments

· Must provide assistance with day to day responsibilities.

· Comply with all HIPAA and JCAHO regulations.

· Performs other duties as assigned to support the unit, department, entity, and health system.

· Responsible to improve patient access.

· Oversee staff development to ensure competency requirements are met.

· Requires excellent communication and supervisory skills. Must be effective at analyzing and monitoring data to manage individual staff performance and overall Access Center performance.

· Ensure continuous process improvement initiatives are in place in the Access Center.

· Ensures the Access Center complies with HIPAA and JCAHO regulations.

· Ensures appropriate Onboarding hiring practices, staff evaluations, process improvement planning, ongoing training, and orientation of employees.

· Be proactive in identifying process improvements/recommendations within PennChart and actively participate in testing and implementing new updates, etc.


EPIC 1+year of EPIC Experience Preferred

Education or Equivalent Experience:

High School or GED Required and/or Medical office experience, or 3 years of customer service experience. Advanced degree may be considered in lieu of experience

Experience in healthcare / Patient Access preferred

College Degree Preferred

Relevant work experience with progressive responsibilities in position(s) held with demonstrated leadership and management skills is preferred

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law. REQNUMBER: UPHS-INFOR-133859