Service Manager

Service Access Manager

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina.

Job Location

Duke Eye Center of Raleigh - 3480 Wake Forest Rd

Job Summary

We are seeking a Service Access Manager to manage service access operations and front-end staff to support efficient patient flow, optimal access, and a positive patient experience. Provide leadership and oversight for scheduling, registration, check-in/check-out, financial services, staffing, performance, and day-to-day administrative operations.

Job Duties and Responsibilities

• Supervise and coordinate front-end service access operations, including scheduling, registration, check-in, check-out, financial services, and patient flow.
• Provide direct supervision and leadership to service access staff, including hiring, onboarding, training, scheduling, performance management, coaching, and staff development.
• Plan daily staffing assignments and workflows to ensure appropriate coverage and efficient utilization of staff, space, and clinic resources.
• Partner with physicians, clinical leadership, and administrative teams to identify and resolve issues related to patient access, clinic operations, scheduling, and patient experience.
• Monitor departmental and staff performance through data and reports, identify trends or opportunities for improvement, and develop and execute appropriate action plans.
• Develop, implement, and maintain workflows, policies, and procedures that promote efficient operations, patient-centered service, and appropriate resource utilization.
• Address and resolve patient and visitor concerns while supporting a high standard of customer service.
• Ensure compliance with Duke Health policies, HIPAA, Joint Commission requirements, financial controls, cash management procedures, and other applicable regulatory standards.
• Participate in departmental budgeting, expense monitoring, cost-saving initiatives, and operational planning.
• Serve as a representative of the clinic with internal and external partners and actively participate in committees and improvement initiatives.
• Perform other related duties as assigned.

Job Eligibility Requirements

• High school diploma required. Bachelor's degree in a related field strongly preferred.
• Six years of progressively responsible experience in a healthcare setting required. An Associate's degree may substitute for two years of required experience, and a Bachelor's degree may substitute for four years of required experience.
• Strong verbal and written communication skills.
• Demonstrated ability to lead, supervise, develop, and maintain effective working relationships with staff and multidisciplinary teams.
• Strong organizational, prioritization, problem-solving, and customer service skills.
• Experience with data entry, spreadsheets, databases, and presentation software.
• Knowledge of medical terminology and healthcare operations.
• Ability to analyze operational and performance data and implement appropriate action plans.
• Ability to develop and apply departmental policies, procedures, and workflows.
• Knowledge of situational leadership principles and general accounting practices.
• Experience managing patient access functions, including scheduling, registration, financial services, and patient flow, preferred.

Job Hours

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.