Job Details

Outpatient Reception and Prior Authorization Manager

Position Number: 6292554
Location: Salt Lake City, UT
Position Type: Health and Medical Services

Outpatient Reception and Prior Authorization Manager

Job Summary

Job Summary
The Pediatric Outpatient Reception and Prior Authorization Manager is a member of the ambulatory operations team responsible for pediatric sub-specialty clinical services and reports to the Associate Director of Ambulatory Care. Under minimal supervision, the position is responsible for managing the front desk and the prior authorization staff. This position is responsible for planning, organizing, directing and controlling all aspects of the assigned department's internal and external customer service, staffing and financial management operations. Acts as a catalyst between the department and its customers and staff to ensure continuity and quality of service and care. Promotes sound operational practices using a variety of communication strategies, process efficiencies, training programs, and data-based metrics. Conducts routine meetings with staff and recommends changes to the Associate Director when necessary. Assists in implementation of new processes.

Responsibilities include managing over 20 employees and ensuring compliance with quality healthcare practices and department and facility policies and procedures. The Pediatric Outpatient Reception and Prior Authorization Manager plays a vital role in staff development, empowering front desk teams to deliver exceptional customer service and guiding prior authorization staff in working with health insurance companies to ensure patients have access to healthcare services.

This position is located at the Eccles Primary Children's Outpatient building in Salt Lake City. The ambulatory group in the Department consists of 14 pediatric subspecialty divisions and service lines that practice primarily at Eccles Primary Children's Outpatient Services building (PCOS), Miller Primary Children's Outpatient Services Building in Lehi, Primary Children's Hospital (PCH) Riverton, PCH Layton, and some satellite clinics. The pediatric ambulatory clinics at PCH operate in clinic space that is leased from PCH and used in conjunction with PCH and other University and community pediatric providers.

The Department of Pediatrics is the second largest department in the University of Utah School of Medicine and one of the largest pediatric departments in the country. We are committed to improving the lives of children through excellence in advocacy, education, research, and clinical care. For more information about the Department of Pediatrics, please visit: http://medicine.utah.edu/pediatrics/. Mutual respect and appreciation are highly valued in the department.

The University of Utah offers a comprehensive benefits package including:

Excellent health care coverage at affordable rates (see the Summary Comparison for more information)
14.2% retirement contributions that vest immediately
Generous paid leave time
11 paid Holidays per year
50% tuition reduction for employees, spouses, and dependent children
Flex spending accounts
University provided basic employee life insurance coverage equal to a salary of up to $25,000
Variety of elective insurance coverage, including life insurance, short and long-term disability, accidental death & dismemberment, accident, critical illness, hospital indemnity, and pet.
Free transit on most UTA services
Employee discounts on a variety of products and services, including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
Professional development opportunities

Additional benefits information is available at https://benefits.utah.edu/.

Responsibilities
Essential Functions

Manages daily operations of the Primary Children's Outpatient Services Reception Desks and Prior Authorization Team. Plans, directs and manages the receptionist staffing schedule and prior authorization team assignments. Coordinates the availability of translation services for patients cared for in Department of Pediatrics specialty clinics. Monitors patient volumes and clinic throughput and identifies areas for improvement.
Directly oversees processes involving interviewing, hiring, and training new and existing staff. Oversees professional development of the front desk staff and prior authorization teams. Provides feedback on staff performance, completes 3-month, 5-month and annual staff evaluations using the University of Utah Performance Management (UUPM) tool, and recommends pay increases.
Enforces the written standards of practice, policies, and procedures, and initiates corrective action as necessary. Assists in the revision and addition of relevant policies and procedures.
Monitors daily performance and productivity. Organizes and conducts monthly staff meetings and provides advanced team-based training. Conducts routine staff huddles.
Responsible for ensuring timecard accuracy for staff in KRONOS. Reviews and approves employee leave requests, validates employee timecards, addresses discrepancies, enforces payroll and time and attendance policies, monitors trends, and maintains records.
Participates in the development and implementation of operational standards and clinic workflows. Participates in operational committees to establish customer service standards and implements plans for improvement. Supports division compliance with department policy and health care standards.
Ensures customer satisfaction by analyzing complaints, concerns, and suggestions and providing appropriate follow-through. Oversees customer service provided by registration and prior authorization staff and the patient experience related to the courtesy of staff. Serves as a key resource to identify, research, and resolve problems and complaints.
Monitors and reports on denial rates and works with staff to prevent denials related to incomplete registrations. Ensures co-pays are collected and full registrations are completed at the time of patient appointments.
Orders materials and supplies for reception area and the prior authorization team. Monitors inventory and efficient use of supplies and resources.
Assists with determining, implementing, and monitoring call metrics. Ensure that metrics are being met; communicates deficiencies with enterprise administration. Advises on staffing needs based on call volumes and prior-authorization requests/demands.
Guides staff in the mission, vision, and values for the Department of Pediatrics, which is to provide excellent services to our patients, caring for children and caring for their future.
Maintains a current knowledge of HIPAA policies and all legal requirements for managing patient records. Informs senior leaders and managers of changes that will impact the department and provides recommendations for improvement and compliance.
Assists in planning short- and long-range goals for the enterprise and department.
Maintains department records and prepares monthly reports.

DisclaimerThis job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Problem SolvingOften selects from a predetermined list of alternatives and sometimes recommends or changes policy and procedure based upon amount of discretion given by department. Problems would be referred to superior based upon predetermined guidelines set by the department. Work Environment and Level of Frequency typically requiredNearly Continuously: Office environment. Physical Requirements and Level of Frequency that may be requiredNearly Continuously: Sitting, hearing, listening, talking.Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead.

Minimum Qualifications
Bachelor's degree in a related area or equivalency (one year of education can be substituted for two years of related work experience). Four to six years of progressively more responsible management experience. Background knowledge of hiring department's area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors. Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of department.

Completion of provided supervisory training within one year of employment may be required.

Master's degree in a related area may be preferred.

This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers, and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences
Preferences

Excellent customer service skills
Good communication skills and ability to work effectively with diverse personalities
Extensive computer experience is essential
Experience with iCentra and Epic Applications
Ability to work under pressure with frequent interruptions and multiple priorities are critical to ensure smooth operation of the office
Previous clinical experience leading the front desk and prior authorization operations
Previous experience training staff/coworkers and managing training materials
Master's degree in related field may be preferred

Applicants will be screened according to preferences.

Special Instructions

Requisition Number: PRN42162B
Full Time or Part Time? Full Time
Work Schedule Summary: Monday through Friday, 8 a.m. to 5 p.m. Schedule may vary depending on operational needs.
Department: 00848 - Pediatric Administration
Location: Campus
Pay Rate Range: $58,000 to $82,000
Close Date: 9/11/2025
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/183836