Patient Access Services Manager

Patient Access Services Manager

If you are currently employed at Vivent Health, please log into UKG and submit your application through the My Company/View Opportunities page.

We're on a mission to end HIV/AIDS through integrated, personalized, judgment-free care. That means meeting people where they are and supporting the whole person - medically, socially, and emotionally. And every role here plays a part in that mission.

We believe healthcare works best when it's rooted in equity, dignity, and access for all. At Vivent Health, we're building a culture where every person - both patients and employees - feels seen, respected, and empowered to thrive.

But what truly sets us apart is how we work.

You'll be part of a deeply collaborative, interdisciplinary team united around one goal: better outcomes for the communities we serve. Our model brings together medical care, behavioral health, pharmacy, research, and prevention, creating a holistic approach that changes lives every day.

This isn't just a workplace. It's a community. It's a mission. It's your chance to be part of something bigger.

Choose Vivent Health and turn your work into purpose.

Your contribution:

Deliver excellence. Oversee with integrity. Drive progress. Exceed expectations.

At Vivent Health, the Patient Access Services Manager position is responsible for providing daily operational leadership and direct supervision to the Health Information Management and Referrals Specialist Teams. This position ensures Patient Access Services are delivered accurately, timely, consistently, and in compliance with organizational and regulatory requirements across all supported locations.

The Patient Access Services Manager works closely with the Director of Patient Access Services to standardize workflows, monitor team performance, coach and develop staff, resolve operational barriers, and improve medical-records processing, referral coordination, insurance verification, prior authorization, and overall patient experience.

Our expectations:

Winning skills and behaviors for success.

Essential job duties:

• Provide direct supervision, coaching, training, performance feedback, and ongoing support to HIM Coordinators and Referral Specialists.
• Coordinate employee onboarding, competency development, and continuing education.
• Conduct team meetings, individual check-ins, performance evaluations, and corrective coaching in partnership with the Director.
• Establish clear performance expectations and hold staff accountable for departmental responsibilities and service standards.
• Monitor attendance, approve timecards, coordinate schedules, and ensure adequate coverage.
• Monitor departmental work queues, dashboards, productivity reports, quality measures, and key performance indicators.
• Review data for accuracy and provide performance updates to the Director.
• Ensure urgent and routine medical-record requests, incoming documents, referrals, and prior authorizations are completed within established timeframes.
• Monitor the accurate indexing, disclosure, and management of patient health information.
• Oversee external referral processing, documentation, patient outreach, authorization, follow-up, and referral closure.
• Assist staff with complex or escalated patient access, referrals, and health-information concerns.
• Conduct quality audits and identify workflow gaps, training needs, performance concerns, and improvement opportunities.
• Assist with developing and maintaining policies, procedures, workflows, scripts, job aids, and training materials.
• Support the implementation and adoption of new technology, workflows, and operational changes.
• Ensure compliance with organizational policies, regulatory requirements, privacy standards, and approved electronic health record workflows.
• Resolve or appropriately escalate patient, staff, provider, and site concerns.
• Promote teamwork, accountability, respectful communication, and patient-centered service.
• Participate in Patient Access projects, department meetings, and continuous-improvement initiatives.
• This job description is not all-inclusive and outlines the main responsibilities and requirements of the role. Employees may be asked to perform additional job-related tasks as needed.
• Adhere to all agency policies, including but not limited to Confidentiality, Employee Handbook, Health Care Corporate Compliance Plan, Standards of Conduct, training, and other relevant policies.

Leadership:

Leadership is the ability to inspire, influence, and guide others towards achieving a common and/or strategic goal or vision. It involves several key elements:

• Vision and Direction: A leader has a clear idea of where they want to go and communicates this vision effectively to others.
• Motivation: Leaders inspire and motivate their team members, encouraging them to give their best effort and stay committed to the goals.
• Decision Making: Effective leaders make informed decisions, often considering input from their team while taking responsibility for the final choices.
• Communication: Communication skills are crucial for leaders to articulate their vision, provide feedback, and foster collaboration among team members.
• Empathy and Emotional Intelligence: Leaders understand and relate to the emotions of others, building trust and creating a positive work environment.
• Accountability: Good leaders take responsibility for their actions and decisions, setting a standard of accountability for themselves and their team.
• Adaptability: In a dynamic environment, leaders must be flexible and adaptable, adjusting strategies and approaches as needed to achieve success.
• Collaboration: Leaders model collaboration, engage teams and drive partnerships across departments to transfer knowledge, enhance decision-making and improve results.

Knowledge required:

Required and preferred knowledge and experiences to succeed.

• Education: Bachelor's degree in healthcare administration, health information management, business administration, or related field preferred.
• Work Experience: Minimum of:
  • 3 years of experience in patient access, health information management, referrals, prior authorization, insurance verification, revenue cycle, or related healthcare function.
  • 2 years of experience leading and developing people required; fostering a collaborative, mission driven team environment that supports high-quality care and community impact.
• Working knowledge of patient registration, insurance coverage, medical terminology, referrals, prior authorizations, and health-information workflows.
• Knowledge of HIPAA and healthcare privacy and confidentiality requirements.

• Technical Experience:
  • Experience using an electronic health record system.
  • Proficiency with Microsoft Office, electronic health records, reporting tools, and virtual communication platforms.
  • Ability to manage electronic work queues, review performance reports, monitor key performance indicators, and identify workflow trends.
  • Ability to accurately document, retrieve, and review patient and operational information.
• Soft Skills:
  • Strong leadership, coaching, and staff development skills.
  • Effective verbal and written communication.
  • Strong critical thinking, decision making, and problem-solving abilities.
  • Strong interpersonal and customer service skills.
  • Commitment to accountability, teamwork, equitable access, and patient-centered service.
• Additional Preferred Qualifications:
  • HIV experience in a not-for-profit environment.

Statement of Inclusion:

Vivent Health is an equal opportunity employer and will recruit, hire, promote, and transfer qualified persons into all job classifications regardless of race, gender, religion, skin color, national origin or ancestry, physical disability (including pregnancy), mental disability, age, gender identity, sexual orientation, legally protected medical condition, family care status, marital status, veteran status, genetic characteristics, or any other characteristic protected by federal or state law. Vivent Health complies with other expanded protected classifications that specific county or municipal regulations may mandate.

Vivent Health is deeply committed to fostering respect, dignity, and understanding for all individuals affected by HIV, regardless of race, ethnicity, sexual orientation, gender identity, socioeconomic status, or any other characteristic. We are dedicated to cultivating a supportive and inclusive environment that champions advocacy, education, and compassionate care for everyone in our diverse community.

Going beyond the law's requirements, Vivent Health places great importance on fostering a culture that celebrates diversity, equity, inclusion, and belonging. We actively seek qualified candidates from different racial, cultural, and economic backgrounds, as we believe that differing perspectives and experiences make us stronger as an organization. Vivent Health encourages all interested persons to apply for this position, and we look forward to learning more about your unique background and qualifications.

As a recipient of federal funding, Vivent Health will not hire nor enter a contractual relationship with any party debarred, suspended, or excluded from federal assistance programs.

Salary: $68,000/annually - $78,000/annually (Depending on Experience)

The final salary will be determined based on factors such