About Shirley Ryan AbilityLab

Shirley Ryan AbilityLab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you will be part of our life-changing Mission and Vision. You’ll work in a truly inclusive environment where diversity and equity are championed through words and actions. You’ll contribute to an innovative culture that is second to none, one that embraces curiosity, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes — as we Advance Human Ability, together.

General Summary

The GPS Access Manager ensures ease of access for the unique patient populations served by the Global Patient Services (GPS) department. This includes managing intake processes for international patients and out-of-state patients, liaising with GPS clinical staff and other SRALAB departments to make the patient journey as smooth as possible, and supervising the interpreters who work with GPS patients. Works with the Director to develop, evaluate and improve processes related to patient access in alignment with SRALAB strategic plan and financial goals.

The GPS Access Manager will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The GPS Access Manager will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Principal Responsibilities

The Access Manager, GPS:

1. Directly manages intake workflow for GPS patients coming from a distance for Expert Evaluations, taking initiative to design and implement new processes as needed.
2. Directly handles or delegates patient referrals including responding to patient/Embassy inquiries, conducting initial patient/family interviews, gathering pertinent medical records and working closely with GPS Care Managers to coordinate patient arrivals, scheduling, orientation and language services.
3. Builds and maintains relationships with staff at international embassies and other referrals sources. Supports Director in evaluating and implementing strategies to build GPS referral relationships.
4. Develops and monitors departmental policies and procedures related to language access, including provision of interpreter services and translation of written materials.
5. Manages department interpreter staff in conjunction with Director, which includes recruiting and hiring, orientation, managing workload, assigning job duties, and managing performance by providing feedback and development.
6. Monitors interpreter expenses for the department and provides input on the department budget.
7. Coordinates patient care with Care Managers and monitors patient/family engagement and satisfaction.
8. Collaborates with the Market Development department to build International referral source volume by maintaining International referral logs and ensuring inquiries receive a timely response.
9. Develops and recommends objectives contributory to the fulfillment of the annual strategic plan.
10. Resolves patient complaints and concerns through working with other departments as appropriate.
11. Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab, including assisting Director in special projects.

Reporting Relationships

1. Reports directly to the Director, Global Patient Services

Required Skills Required Experience

Knowledge, Skills & Abilities Required

1. Bachelor’s Degree required.
2. Fluent in English and at least one other language, Arabic strongly preferred.
3. Minimum of 6 years of experience using skills as a seasoned professional.
4. Demonstrated experience in determining the best use of resources to meet goals of assignments received in the form of objectives.
5. Able to lead cooperative efforts among members of project teams.
6. Ability to work on multiple projects simultaneously, set and manage priorities, and meet deadlines, following processes and operational policies in selecting methods and techniques for obtaining solutions.
7. Able to develop and administers schedules, and establish performance requirements
8. Intermediate to advanced proficiency with Microsoft Office products (Word, Excel).
9. Ability to learn new systems and processes quickly in a high-paced environment.
10. High level of interpersonal skills and cultural sensitivity; ability to relate well to people at all organizational levels and to work well in a team framework.
11. Excellent written and verbal communication skills.
12. Attention to detail and proactive problem-solving skills.
13. Excellent organizational, workflow and planning skills.

Working Conditions

1. Normal office environment with little or no exposure to dust or extreme temperature.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Shirley Ryan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

COMPETENCIES REQUIRED:

1. Strong communicator with ability to relay information to fellow team members and management alike.
2. Computer literate with experience using Microsoft Office, Oracle, and Numina.
3. Organized to be able to keep finished load inventory sorted and easy to find.
4. Time management to be able to complete tasks in a timely manner to prevent production down time.

PHYSICAL REQUIREMENTS:

1. Ability to lift and carry up to 35 lbs. regularly.
2. Ability to walk, move about, stoop, and bend.
3. Ability to reach with arms and hands to retrieve parts from picking bins.
4. Normal or corrected vision necessary to read directions and read numbers accurately.