Senior Patient Access Manager

Senior Access Manager

The Senior Access Manager provides strategic and operational management for patient registration, call-center operations, patient financial counseling, and patient financial advocacy (collections). The position directly supervises Patient Access teams, including the Patient Registration Professional Manager, Patient Financial Counselor Supervisor, and Patient Financial Advocate team. The Senior Access Manager establishes departmental priorities, performance standards, and improvement strategies while holding subordinate leaders accountable for daily operations, staff performance, regulatory compliance, patient experience, and financial outcomes. This position promotes coordination among patient access, financial counseling, billing, clinical operations, and other revenue-cycle functions to reduce barriers to care and improve front-end revenue-cycle performance. The Senior Access Manager reports to the Revenue Cycle Director.

Essential Job Functions:

1. Provides leadership, coaching, performance management, and professional development to the Patient Registration Professional Manager, Patient Financial Counselor Supervisor, and Patient Financial Advocate team.
2. Holds subordinate managers and supervisors accountable for daily staffing, workflow management, employee training, competency assessment, productivity, service quality, and performance-management activities.
3. Establishes shared operational priorities and performance expectations across patient registration, call-center, patient counseling, and financial advocacy functions.
4. Ensures consistent coordination among the PRP Manager, Patient Financial Counselor Supervisor, Patient Financial Advocates, billing staff, clinical operations, and other revenue-cycle functions.
5. Oversees departmental performance using measures such as registration accuracy, call-center service levels, patient wait times, eligibility completion, collection performance, payment-plan compliance, financial-assistance turnaround time, patient complaints, and access-related denials.
6. Reviews performance data, identifies trends and operational risks, and directs subordinate leaders in developing and completing corrective-action and performance-improvement plans.
7. Ensures that registration, insurance verification, financial counseling, payment collection, bad debt account follow-up, and financial-assistance workflows are coordinated and consistently applied.
8. Establishes expectations for respectful, patient-centered communication regarding insurance coverage, financial obligations, financial-assistance options, account balances, and payment arrangements.
9. Serves as an escalation point for complex patient concerns, cross-departmental workflow issues, significant performance problems, and matters that cannot be resolved by subordinate leaders.
10. Evaluates departmental structures, workloads, technology, and resource needs and makes recommendations to the Revenue Cycle Director.
11. Participates in the development, review, and standardization of departmental policies, procedures, scripts, workflows, training requirements, and patient-facing information.
12. Ensures compliance with all CHS policies, HIPAA requirements, and other applicable regulatory and legal requirements.
13. Partners with billing and finance leadership to identify and reduce registration errors, access-related denials, unresolved patient balances, and other causes of delayed or lost revenue.
14. Leads performance-improvement and quality-improvement initiatives involving multiple patient access functions.
15. Prepares and presents departmental performance reports, operational risks, staffing needs, and improvement recommendations to the Revenue Cycle Director and other organizational leaders as needed.
16. Leads implementation of new technologies, workflows, programs, and organizational initiatives within assigned departments.

Lines of Supervision:

• The Senior Access Manager reports to the Revenue Cycle Director.
• The Senior Access Manager directly supervises:
• Patient Registration Professional Manager
• Patient Financial Counselor Supervisor
• Patient Financial Advocate team
• The Senior Access Manager has indirect leadership responsibility for the PRP, call-center, patient counselor, and other employees who report through the Patient Registration Professional Manager and Patient Financial Counselor Supervisor.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job class. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Community Health Systems, Inc. is an equal opportunity employer.