Patient Access Manager

JOB TITLE: Patient Access Manager

Fair Labor Standards Act (FLSA) Status: Exempt

Reports to: Controller

JOB SUMMARY: The Patient Access Manager is responsible for implementing and maintaining processes for patient intake, registration, and scheduling that is welcoming and efficient for all Spectra Health patients. This position works closely with all clinical and administrative teams to deliver a barrier-free and efficient patient experience that reflects Spectra Health's mission and values. An emphasis on attention to detail and accuracy will ensure compliance with healthcare regulations, and accurate collection of patient information to support the patient experience and organizational needs. This position requires excellent verbal and written communication skills, and a high level of experience delivering exceptional customer service in a healthcare setting. This position oversees and manages Spectra Health's Patient access team.

ORGANIZATIONAL PHILOSOPHY:

• Privacy & confidentiality: Maintain strict adherence to privacy and confidentiality protocols, ensuring the protection of both patient and employee information in accordance with Spectra Health's policies.
• Champion organizational values: Promote and embody Spectra Health's core values of Compassion, Trust, Respect, Equity, and Inclusivity in all interactions and decision-making processes.
• Culture of safety: Foster a culture of safety; proactively addressing hazards, incidents, and security concerns while contributing to a positive and safe work environment for employees and patients.
• Teamwork & collaboration: Approach teamwork with a positive and collaborative mindset, building strong relationships across departments and sharing knowledge and experiences to enhance overall organizational effectiveness.
• Be part of the solution: Actively support organizational change, offering solutions, participating in leadership initiatives, and championing efforts that align with Spectra Health's evolving mission and goals.
• Patient-centered decision making: Prioritize the best interests of Spectra Health's patients, ensuring quality care and positive outcomes.
• Training & meetings: Complete mandatory training requirements and attend at least 80% of departmental meetings to stay informed and aligned with organizational goals and policies.
• Policy adherence & compliance champion: Strictly adhere to all Spectra Health policies and procedures, and act as a departmental advocate for Spectra Health's Compliance Program activities

ESSENTIAL JOB FUNCTIONS:

• Manage and lead patient access team members in Spectra Health clinical departments; including hiring, training, evaluating performance, and disciplinary activities.
• Develop and maintain comprehensive training materials to ensure consistent, high-quality performance across all service areas.
• Direct registration, pre-registration scheduling, and financial counseling to minimize bottlenecks.
• Ensure accurate insurance verification, pre-authorization, and financial clearance to reduce claims denials and support revenue cycle activities.
• Support Spectra Health clinical departments in designing, optimizing and maintaining schedule templates that maximize provider capacity, improve patient access, and enhance overall visit utilization.
• Serve as the lead point of contact for improving Spectra Health's EMR system to support and streamline patient registration processes while also participating in continuing education activities and training related to patient access and clinic workflows.
• Address patient complaints and feedback in accordance with relevant Spectra Health policies and procedures.
• Serve as the key point of contact with internal Spectra Health departments for resolving registration errors, customer service concerns, or other customer service activities as identified.
• Ensure that phone calls and voice messages are being responded to in a timely manner and conduct regular audits on phone system metrics to identify areas of necessary improvement.
• Monitor and enforce timely completion of electronic medical record (EMR) work queues relating to patient registration activities.
• Assist in all quality improvement activities that relate to the patient experience at Spectra Health including, but not limited to, responding to increased patient call volumes, adjusting no-show policies, adjusting appointment times, etc.
• Support compliance activities as outlined in the Bureau of Primary Health Care (BPHC) Health Center Compliance Manual, and other regulatory agencies as needed and identified.
• Ensure coverage of all patient access areas during periods of limited staffing to ensure uninterrupted access.
• Other duties as deemed appropriate by the Controller.

JOB QUALIFICATIONS:

Required:

• High school diploma or equivalent
• 3-5 years of experience in patient access, medical office operations, revenue cycle or related healthcare administrative roles
• 1-3 years of supervisory or leadership experience
• Demonstrated ability to lead, coach, and develop staff, including performance evaluations and corrective action
• Excellent customer service, communication, and conflict‑resolution skills
• Strong organizational skills with the ability to manage multiple priorities, staffing needs, and daily operational demands. High attention to detail with a commitment to accuracy, compliance, and process improvement
• Ability to analyze data, monitor KPIs, and use metrics to drive performance
• Proficient knowledge of Windows and Office applications
• Proficient knowledge of various electronic medical records (EPIC, Dentrix, Procentive, etc.).
• Ability to demonstrate strong cultural competency and effectively engage with diverse patient populations
• Proficient knowledge of healthcare, privacy practices and regulations
• Strong knowledge of registration, scheduling, insurance verification, and front‑end revenue cycle workflows
• Functional knowledge of health insurance billing practices

Preferred:

• Associate or bachelor's degree in a related field
• 1-3 years supervisory or leadership experience in a clinic, hospital, or FQHC setting
• Demonstrated experience analyzing data, monitoring KPIs, and using metrics to implement change and drive performance
• In‑depth knowledge and hands‑on experience with revenue cycle operations, including health insurance billing practices, payer requirements, and front‑end processes that impact reimbursement
• Knowledge of medical and dental terminology

PHYSICAL REQUIREMENTS: The Patient Access Manager is primarily a desk job that requires the ability to sit for long periods of time (up to 8 hours) at a desk or workstation. However, it is also located in a clinical environment and can require brief periods of standing as well as constant interaction with staff and patients. Periodically, the position requires lifting or carrying items that would be appropriate in an office environment, not more than 20lbs.

Remote Work: The Patient Access Manager is not eligible for hybrid or remote work. For more information about remote work, please see HR Policy 1.28 – Remote Work.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Spectra Health provides job opportunities, salaries and benefits, training, promotions, facilities, and other conditions of employment without discrimination based on race, color, national origin, religion, sex, age, disability, genetic information, or any other characteristic protected by federal or state laws. Spectra Health does not retaliate against applicants, employees, or former employees for filing a charge or complaint of discrimination, participating in a discrimination investigation or lawsuit, or opposing discrimination.