Patient Access Manager

BASIC FUNCTION

The Patient Access Manager is responsible for the day-to-day operational management and performance execution of all patient access functions within an assigned region, encompassing multiple clinic sites and patient access staff. This role ensures that patient access workflows are implemented consistently, efficiently, and in alignment with organizational policies, access standards, and performance expectations established by the Patient Access Director.

The Manager serves as the primary operational leader for front-end access functions at the regional level, supporting access to care, patient satisfaction, revenue integrity, and compliance with FQHC and HRSA requirements.

PRIMARY RESPONSIBILITIES AND DUTIES

1. Patient Access Operations

1. Provide direct operational oversight of patient access functions across assigned clinics, including scheduling, registration, insurance verification, check-in, check-out, and front desk workflows.
2. Ensure consistent implementation of patient access policies, procedures, and workflows as established by the Patient Access Director.
3. Identify operational barriers to access, patient flow inefficiencies, and front-end workflow challenges; implement corrective actions at the clinic and regional level.
4. Serve as the primary escalation point for complex or sensitive patient access issues within the region, resolving concerns promptly and professionally.
5. Conduct regular site visits to ensure operational consistency, staff adherence to standards, and alignment with organizational expectations.

1. Staff Leadership, Training & Performance Management

1. Directly manage patient access supervisors and/or frontline staff across multiple clinic locations within the assigned region.
2. Ensure appropriate staffing coverage and scheduling to meet clinic demand, extended hours, and access goals.
3. Lead onboarding, training, cross-training, and competency development for patient access staff in collaboration with the Patient Access Director, Revenue Cycle, and Training Department.
4. Conduct performance evaluations, coaching, and corrective action in partnership with Human Resources.
5. Promote a culture of accountability, teamwork, professionalism, empathy, and customer service excellence across patient access teams.
6. Identify high-potential staff and support leadership development and succession planning efforts.

1. Access, Productivity & Patient Experience Management

1. Monitor regional/clinic patient access performance metrics, including appointment availability, registration accuracy, wait times, no-show rates, and patient satisfaction indicators.
2. Support the Director's access strategies by implementing operational initiatives to improve same-day access, continuity of care, and preventive care scheduling.
3. Collaborate with leadership to optimize scheduling templates, provider availability, and front desk workflows to improve access and patient flow.
4. Lead service recovery efforts related to access complaints, scheduling issues, or registration errors, ensuring timely resolution and patient-centered communication.

1. Revenue Cycle Support & Front-End Financial Integrity

1. Ensure accurate and timely insurance verification, eligibility validation, and authorization processes across assigned clinics.
2. Oversee front-end data accuracy to support clean claims, reduce denials, and improve revenue cycle performance.
3. Ensure consistent application of policies related to patient demographics, payer data collection, and point-of-service payments.
4. Partner with Revenue Cycle and Finance teams to identify trends related to registration errors, eligibility failures, and front-end denials.
5. Reinforce patient affordability principles while supporting financial sustainability and compliance with FQHC requirements.

1. Quality, Compliance & Process Improvement

1. Ensure patient access operations comply with HealthPoint policies, HRSA/FQHC standards, payer requirements, and privacy regulations.
2. Participate in audits, monitoring activities, and corrective action plans related to patient access functions.

1. Conduct routine quality checks, including registration accuracy reviews, front desk observations, and workflow assessments.
2. Identify opportunities for standardization, efficiency gains, and process improvement; lead or support improvement initiatives as directed by the Patient Access Director.

1. Communication & Collaboration

1. Serve as the primary liaison between leadership, patient access teams, and the Patient Access Director.
2. Provide regular reporting on regional/clinic performance trends, staffing challenges, access barriers, and improvement initiatives.
3. Collaborate with IT, Revenue Cycle, Quality, and Operations to support EHR optimization, patient portal use, and integrated workflows.
4. Participate in leadership meetings, workgroups, and organizational initiatives related to patient access and clinic operations.

MISSION, VISION, AND VALUES

1. Empathy - Focuses on understanding and respecting the diverse needs and backgrounds of our patients, guests, and colleagues. Treats everyone with respect, dignity, courtesy, and inclusivity, fostering a workplace culture that values different perspectives and experiences.
2. Excellence - Maintains integrity in all work-related activities, upholding high ethical and safety standards. Strives for excellence in job performance, consistently meets and exceed expectations.
3. Enjoyment - Actively seeks feedback and accepts constructive criticism as part of the commitment to learning and professional growth. Approaches work with gratitude and a willingness to improve, contributing to personal and organizational development.
4. Commitment to Patient/Customer Service - excels in patient/customer service, demonstrating effective communication skills, active listening, and prompt responses to inquiries and concerns. Handles challenging situations with tact and diplomacy, ensuring timely resolution of problems and consistently creating positive patient/customer experiences.

CULTURE

1. Gratitude - Maintains a positive attitude and appreciative mindset that fosters a sense of well-being in self and others.
2. Collaborative Teamwork - Demonstrates flexibility, enthusiasm, and a willingness to work effectively with others in an inter-professional team to support organizational activities. Encourages the professional development of team members when opportunities arise.
3. Quality Improvement - Actively participates in team efforts to drive continuous improvement initiatives aimed at enhancing quality standards, processes, and outcomes.
4. Accountability - Consistently follows regulatory guidelines and HealthPoint policies and procedures. Takes responsibility for and addresses mistakes and errors in a constructive manner.

QUALIFICATIONS:

GENERAL PROFESSIONAL DEVELOPMENT

1. Organizational Skills - Displays more advanced organizational skills in an administrative capacity in order to organize projects or the work of others.

1. Problem Solving Skills - Devises effective solutions to situations encountered based on the general goals and objectives of the healthcare administrative function.

1. Communication Skills - Able to effectively communicate opinions drawn from conclusions using inference and logic.

1. Critical Thinking Skills - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

1. Problem Resolution - Resolves conflicts that may arise because of disagreements between employees, between employees and customers/clients, or with the public, other legal entities or governmental authorities.
2. Math Development - must be able to solve mathematical problems and understand statistics.

PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES

1. Education

1. Preferred: Possesses Associate's or Bachelor's degree in healthcare administration, Business or in a healthcare-related setting or human services field (an equivalent combination of education and extensive experience in patient access may be considered).
2. Required: High school diploma or equivalent

1. Experience

1. Preferred: 2 or more years of experience strongly preferred, with the majority of that time focused on patient access functions. Experience managing patient access in a multi-site clinic setting or community health center is a plus.
2. Required: At least 1 year of leadership experience (supervisory or management) in healthcare patient access, admissions, clinic front office operations, or other supervisory or management experience in a related field

TECHNICAL SKILLS

1. Word Processing Skills - Prepares more complex documents in Microsoft Word including creating tables, charts, graphs, and other elements.
2. Spreadsheet Skills - Uses Microsoft Excel to analyze data, including the use of formulas, functions, lookup tables and other standard spreadsheet elements.
3. Graphics/Presentation Skills - Creates basic presentations in Microsoft PowerPoint as needed.
4. Other Software Skills -
   1. Uses HRIS to manage HR employee record keeping, workforce reporting, talent management, time & attendance and benefits administration
   2. Uses CRM or like software to manage and evaluate customer/patient information for business development of process improvement opportunities

LICENSES & CERTIFICATIONS

1. Required: Valid state Driver's License
2. Preferred: Automobile insurance with reliable transportation

Physical Demands

Physical Requirements:

1. Have frequent need (33% - 66% of time) for standing.
2. Have frequent need (33% - 66% of time) for walking.
3. Have frequent need (33% - 66% of time) for sitting.
4. Have frequent need (less than 15% of time) for bending, stooping, or squatting.
5. Have rare need (less than 1% of time) for climbing stairs.
6. Have rare need (less than 1% of time) for lying down.
7. Have rare need (less than 1% of time) for pushing or pulling.
8. Have frequent need (33% - 66% of time) for reaching above shoulders.
9. Have rare need (less than 1% of time) for climbing ladders.
10. Have occasional need (1% - 33% of time) for grasping or gripping.
11. Have frequent need (33% - 66% of time) for finger dexterity.
12. Have constant need (66% - 100% of time) for typing or writing.
13. Have frequent need (less than 25% of time) for driving or operating equipment.

Lifting/Carrying:

1. Have rare need (less than 1% of time) to lift/carry over 150 pounds.
2. Have rare need (less than 1% of time) to lift/carry 76 - 150 pounds.
3. Have rare need (less than 1% of time) to lift/carry 51 - 75 pounds.
4. Have rare need (less than 1% of time) to lift/carry 26 - 50 pounds.
5. Have frequent need (less than 1% of time) to lift/carry 10 - 25 pounds.
6. Have frequent need (less than 10% of time) to lift/carry under 10 pounds.

Vision Requirements:

1. Have constant need (66% - 100% of time) to be able to see detail.
2. Have constant need (66% - 100% of time) to be able to see beyond arm's length.

Hearing Requirements:

1. Have constant need (66% - 100% of time) to be able to hear other personnel in order to communicate effectively.

Speaking Requirements:

1. Have constant need (66% - 100% of time) to be able to hear other personnel in order to communicate effectively.

Environment- Working Conditions:

1. Have constant need (66% - 100% of time) to work indoors.
2. Have rare need (less than 1% of time) to work outdoors.
3. Have frequent need (33% - 66% of time) to work in confined to and/or related to imaging role
4. Have rare need (less than 1% of time) for exposure to fumes, chemicals, solvents, etc.
5. Have rare need (less than 1% of time) for exposure to extreme temperatures.
6. Have frequent need (33% - 66% of time) for eye/hand/foot coordination.
7. Have frequent need (33% - 66% of time) for travel.