Patient Access Center Manager II/III

Job Description:

Patient Access Center Manager II/III

Description

Description

WHAT WE OFFER:
The County of Ventura offers an attractive compensation and benefits package. Aside from our base salary range, an employee within this position may also be eligible for the following:

• Educational/Bilingual Incentive - Incumbents may be eligible for an educational incentive of 2.5%, 3.5%, or 5% based on completion of an Associate's, Bachelor's, or Master's degree. Incumbents may also be eligible for bilingual incentive depending upon operational need and certification of skill.
• Medical Maintenance Examination - A medical examination may be performed by Employee Health Services or by a personal physician; incurred expenses of a diagnostic nature may be eligible for reimbursement.
• Gross-Up Provisions - Any of the following benefits which subsequently become subject to taxation will be paid at 133% of the benefit income. This applies to Flexible Benefit Plan, Textbook & Tuition Reimbursement Plan, Medical Maintenance Examination Reimbursement Program, 401(k) Deferred Compensation Program
• Deferred Compensation - Eligible to participate in the County's 401(k) Shared Savings Plan and/or the Section 457 Plan. If you participate in the County sponsored 401(k) plan, the County will match a part of your contribution up to 3% of your salary, on a per pay period basis.
• Health Plans - You are afforded a flexible credit allowance for purchasing medical, dental, and/or vision insurance from a group of authorized plans.
• Flexible Spending Accounts - Pre-tax benefit towards eligible medical, dental, and vision care expenses.
• Pension Plan - Participation in the County's defined benefit pension plan. If eligible, you may establish reciprocity with other public retirement systems such as CalPERS.
• Holidays - 12 paid days per year which includes a scheduled floating holiday.
• To learn more about the benefits, please follow the link below: https://vcportal.ventura.org/CEO/HR/MOA/docs/Management_Resolution-03.26.2024.pdf

AMBULATORY CARE DEPARTMENT

Join us at Ambulatory Care where we strive to provide comprehensive, cost-effective, compassionate health care for our diverse community. Ambulatory Care consists of a system of primary care and specialty care medical clinics throughout Ventura County. These clinics offer a medical home to meet the whole family's health needs. Patients receive routine checkups, immunizations, preventive care, treatment for acute and chronic conditions, and coordinate with specialists when needed. They provide care on an outpatient basis at all levels.

THE POSITION

Under general direction, the Patient Access Manager provides supervision and/or management of agency/department operations/services. The Patient Access Manager also monitors and trains on schedule management activities, standardization of scheduling templates, access reports, and implementation and management of centralized functions related to access for primary care and specialty services.

The ideal candidate will have experience in ambulatory care clinic operations and will be a detail oriented professional with superior organizational, time management, interpersonal and communication skills (both written and verbal), and will be computer literate with strong proficiencies in Word, Excel, PowerPoint, and Adobe Pro.

Distinguishing Characteristics:
This classification series differs from the Administrative Assistant and Administrative Officer series by its focus on staff or line operations and service delivery, in contrast to the Administrative series which typically performs budgetary, fiscal, or personnel matters.

APPROXIMATE SALARIES
Staff Services Manager II: $3,528.51 - $4,940.40 Biweekly
Staff Services Manager III: $3,785.09 - $5,299.65 Biweekly

DEPARTMENT/AGENCY: Health Care Agency - Ambulatory Care

Staff Services Manager II/III are Management classifications and are not eligible for overtime compensation.

The eligible list established from this recruitment may be used to fill current and future Regular (including Temporary and Fixed-term) vacancies for this and similar positions only. There is currently one (1) Regular vacancy.

NOTE: If appointed at the lower level, incumbent may be promoted to the higher level without further exam upon meeting the minimum requirements, demonstrating satisfactory performance, and in accordance with the business needs of the department.

TENATIVE SCHEDULE
OPENING DATE: October 25, 2024
CLOSING DATE: Continuous and may close at any time; therefore, the schedule of the remainder of the process will depend upon when we receive a sufficient number of qualified applications to meet business needs.
First review of applications will begin on November 6, 2024

Examples Of Duties

Duties may include but are not limited to the following:

• Oversees all centralized systems related to access for primary care and specialty services, including the call and referral centers;

• Develops and provides training and on-going oversight of schedule management activities throughout the ambulatory care system;
• Leads initiatives to improve access to primary and specialty care services;
• Manages standardization of scheduling templates and call workflows throughout the system, including phone trees;
• Monitors and supervises the work of subordinates and/or coordinates the work of others assigned to perform general or specialized tasks;
• Manages plans, organizes, and directs activities related to timely access to patient care services throughout the ambulatory care clinics;
• Participates in a systemic, interdisciplinary, and ongoing evaluation of operations, process improvement, desired client-centered outcomes, and organizational outcomes;
• Designs effective work processes and monitors performance outcomes;
• Collaborates with ambulatory care leadership team to address strategic initiatives and organizational goals; collaborates with other units/divisions within the Health Care Agency and with outside agencies to address service needs;
• Ensures targeted goals for service level performance, abandoned rates, call waiting time, call handle time, forecast accuracy, and workforce productivity for the call center and appointment schedules within the ambulatory care system;
• Provides input and oversight for design, development and maintenance of operational and performance reporting to ensure relevant schedule management, timely access, and specialty referral data are being reported and shared with clinic management and ambulatory care leadership;
• Works with call center, ambulatory care administration, and clinic leaders to establish action plans for remedy to ensure the patient experience supports goal of easy and seamless interactions;
• Ensures the call center and clinic phone systems have a business continuity/disaster recovery plan and standardized after hours call flows in place;
• Monitors and addresses barriers to accessing care for special populations and coordinates with others to ensure patients receive equitable access to care;
• Confers with managers on policy matters and work problems;
• Represents the County and the agency/department with other governmental agencies or departments and the public; and
• Performs other related duties as required.

Typical Qualifications

These are entrance requirements to the exam process and assure neither continuance in the process nor placement on an eligible list.

EDUCATION, TRAINING, and EXPERIENCE
Considerable (II) to extensive (III) administrative support, supervision or management, or specific operations or technical experience which has led to the acquisition of the required knowledge, skills and abilities.

The required experience can typically be demonstrated by a Bachelor's degree and four (4) years of experience at level II to five (5) years of experience at the level II in health care administration, primary care or multi-specialty care clinic(s); of which two (2) years includes supervisory experience.

Relevant experience may be substituted for the education requirement on a year-for-year basis.

NECESSARY SPECIAL REQUIREMENTS

• Experience with Primary Care and/or Specialty Care health care clinics
• Intermediate level proficiency with MS Excel and MS Word
• Experience with medical practice management systems, e.g. Cerner
• Effective written communication skills must be demonstrated in the completion of the employment application and supplemental questionnaire
• Demonstrated ability to exercise sound judgment and decision making

DESIRED:

• Bachelor's or Master's degree in Business or Health Care Administration
• Bilingual (English/Spanish)
• Experience with call center operations, specialty services, and/or workflow development in a healthcare setting
• Proficiency with PowerPoint and Adobe Pro

Knowledge, Skills, and Abilities:

Considerable to thorough knowledge of: the principles of supervision and management; health care specific in primary care and/or specialty care clinics; practice management systems, such as Cerner; clinic operations, organization and staffing;

Working ability to: analyze administrative and organizational problems; prepare a variety of reports and recommendations; communicate effectively in an oral and written manner; plan, organize, and supervise the work of others; develop and present training programs for agency/department staff and others.

Recruitment Process

FINAL FILING DATE : This is a continuous recruitment and may close at any time; therefore, apply as soon as possible if you are interested in it. Your application must be received by County of Ventura Human Resources in Ventura, California, no later than 5:00 p.m. on the closing date.

To apply on-line, please refer to our web site at www.ventura.org/jobs . If you prefer to fill out a paper application form, please call (805) 654-5129 for application materials and submit your application to County of Ventura, Human Resources Division, 800 South Victoria Avenue, L-1970, Ventura, CA 93009.

Note to Applicants: It is essential that you complete all sections of your application and supplemental questionnaire thoroughly and accurately to demonstrate your qualifications. A resume and/or other related documents may be attached to supplement the information in your application and supplemental questionnaire; however, it/they may not be submitted in lieu of the application.

NOTE : If presently permanently employed in another "merit" or "civil service" public agency/entity in the same or substantively similar position as is advertised, and if appointed to that position by successful performance in a "merit" or "civil service" style examination, then appointment by "Lateral Transfer" may be possible. If interested, please click here for additional information.

SUPPLEMENTAL QUESTIONNAIRE - qualifying : All applicants are required to complete and submit the questionnaire for this examination AT THE TIME OF FILING. The supplemental questionnaire may be used throughout the examination process to assist in determining each applicant's qualifications and acceptability for the position. Failure to complete and submit the questionnaire may result in the application being removed from consideration.

APPLICATION EVALUATION - qualifying : All applications will be reviewed to determine whether or not the stated requirements are met. Those individuals meeting the stated requirements will continue through the screening and selection process.

TRAINING and EXPERIENCE EVALUATION: A Training and Experience Evaluation (T&E) is a structured evaluation of the job application materials submitted by a candidate, including the written responses to supplemental questions. The T&E is NOT a determination of whether the candidate meets the stated requirements; rather, the T&E is one method for determining who are the better qualified applicants among those shown to meet the stated requirements. In a T&E, applicants are either scored or ranked order according to criteria that most closely meet the business needs of the department. Candidates are typically scored/ranked in relation to one another; consequently, when the pool of candidates is exceptionally strong and large candidates are typically scored or ranked in relation to one another; consequently, some qualified candidates may receive a score or rank which is moderate or lower resulting in them not being advanced in the process.

NOTE: The selection process will likely consist of an Oral Exam, which may be preceded or replaced with the score from a Training and Experience Evaluation (T&E), contingent upon the size and quality of the candidate pool. In a typical T&E, your training and experience are evaluated in relation to the background, experience and factors identified for successful job performance during a job analysis. For this reason, it is recommended that your application materials clearly show your relevant background and specialized knowledge, skills, and abilities. It is also highly recommended that the supplemental questions within the application are completed with care and diligence.

ORAL EXAMINATION - 100%: A job-related Oral Examination will be conducted to evaluate and compare participating candidates' knowledge, skills, and abilities in relation to those factors which job analysis has determined to be essential for successful performance of the job. Candidates must earn a score of seventy percent (70%) or higher to qualify for placement on the eligible list.

If there are three (3) or fewer qualified applicants, a T&E or an Oral Examination will not be conducted. Instead, a score of seventy percent (70%) will be assigned to each application, and each applicant will be placed on the eligible list.

Applicants successfully completing the examination process may be placed on an eligible list for a period of one (1) year.

BACKGROUND INVESTIGATION : A thorough pre-employment, post offer background investigation which may include inquiry into past employment, education, criminal background information, and driving record may be required for this position.

For further information regarding this recruitment, please contact Anna Ford by at e-mail at Anna.Ford@ventura.org or by telephone at (805) 654-2574.

EQUAL EMPLOYMENT OPPORTUNITY
The County of Ventura is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

YOUR BENEFITS AS A COUNTY OF VENTURA EMPLOYEE

MANAGEMENT

To learn more about Benefits, Retirement, and the Memorandum of Agreement (MOA), see links below.

• Benefits website or you may call (805) 654-2570.
• Retirement FAQ's
• Memorandum of Agreement

Union Codes:MB3, MB4, MS, MT,MCC, MU

Closing Date/Time: Continuous

Salary:

$91,741.22 - $137,790.97 Annually