Manager, Patient Access and Records

**Job Description**:
The** Manager, Patient Access and Records** is responsible for leading and managing a team of professionals within the RVH Central Registration, RVH Health Records, and Regional Patient Portal teams.
This position plays a critical role in optimizing patient access and record-keeping processes, enhancing data accuracy, and ensuring compliance with regulatory standards. The position includes oversight of registration for most outpatient clinics as well as the scanning, indexing, QA, transcription, and Release of Information (ROI) processes within health records. In addition, this position oversees the forms room including the printing and reproduction of clinical/non-clinical forms/charts, SharePoint forms site management, and forms committee processes. This position also oversees the Regional Patient Portal team which has accountabilities to the four CARE4 partner hospitals: Collingwood General and Marine Hospital, Georgian Bay General Hospital, Headwaters Health Care Centre, and Royal Victoria Regional Health Centre.

The Manager Patient Access and Records, plays a pivotal role in ensuring the efficient and accurate management of patient information and the seamless integration of technology to enhance the patient experience. There is an opportunity for leadership responsibility at other locations to expand.

**RESPONSIBILITIES**:
**Analyze, monitors and coordinates workload of staff and daily operations**:
Overseeing the day-to-day operational requirements. Making determinations on resource planning and selection decisions, establishing performance expectations, conducting performance evaluations, and resolving disciplinary matters. Develops and implements policies and procedures in accordance with organizational and legislative requirements. Responsible for the direct supervision of Patient Access and Records staff to include hiring, training, annual evaluations, and disciplinary actions. Provides staff with a positive work environment that supports the mission and vision of RVH, including understanding organizational policies and procedures, organization values, and internal and external customer service expectations. Utilizes technology to improve departmental performance and staff effectiveness. Assures appropriate resources and equipment are allocated to perform department operations. Monitors staff productivity and other expenses on a monthly basis. Responds promptly to inquiries, concerns and problems related to the Patient Access and Records department.

**Compliance of Legal and Legislated Acts**:
Ensuring that legal obligations are met for the creation and retention of both paper and electronic records and that records are retained in accordance with policy and legislation. Making decisions on retrieval and achieving records. Promoting best practices in Release of Information and records management hospital wide. Managing RVH Medico-legal Chart requests from Quality and Risk. Attending court cases presenting the records on behalf of the hospital when summons to witness.

**Ensuring the accuracy and completeness of the patient's Health Record**:
Monitors physician completion of medical records for timeliness and completeness in accordance with RVH policies and procedures and OHA standards. Works with Medical Affairs and Administration as needed to enforce the suspension policy and procedure. Manages contract with transcription service for timeliness and accuracy and addresses any concerns or issues in a timely and efficient manner so as not to disrupt the physician dictation system. Ensuring that daily scanning, indexing, and QA process is concurrent to ensure patient chart availability and accuracy to all stakeholders.
**Ensuring the accuracy and completeness of the central registration process**:
Analyze and improve patient registration and admission workflows to enhance operational efficiency. Implement and enforce standardized procedures for patient registration. Oversees the quality of patient data entry to maintain the highest accuracy and completeness of registration records. Manages contract with registration kiosk services.

**Reporting and Analysis**:
Generate regular reports on registration performance, including key metrics and KPIs. Analyze data to identify trends, areas for improvement, and opportunities for process optimization.

**Regional Patient Portal Management**:
Oversees the day-to-day operations of the patient portal coordinators. Works in collaboration with the Regional Digital Health (RDH) team to implement portal related initiatives and projects across the partnership. Collaborates with stakeholders to ensure a seamless user experience for patients and providers. Identifies opportunities for expanding the portal’s capabilities to meet patient needs.

**Project Lead of Department Lead Projects**:
Responsible for the implementation and coordination of Lean concepts and methods, and sustainment of improvements initiatives. Lead projects and coordinate