Patient Access Manager
4 days ago
Tampa
Job Description Position Summary: The Patient Access Manager is responsible for the daily operations of the Patient Access Department, including the Scheduling Call Center and Switchboard Operator teams. This role ensures that patient appointments are scheduled accurately and promptly, benefits are verified appropriately, and the team delivers exceptional customer service. The Manager maintains operational efficiency, oversees compliance with FOI policies, monitors department statistics, and ensures appropriate staffing and workflow execution. Foster collaborative relationships with physicians and operations to streamline patient access processes, enhance communication, and ensure alignment with organizational goals for quality care and operational efficiency. This position requires strong leadership capabilities, consistent communication, and the ability to enforce standards that support both patient access performance and organizational goals. Qualifications: • Associate degree required; Bachelor’s degree preferred. Relevant experience may substitute for degree requirements., • Minimum of 5 years of healthcare experience, including registration, scheduling, benefits, and authorization., • Proficiency in Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook., • EMR/Contact Center Phone System/Patient Access systems experience preferred., • Act as a subject matter expert for all systems, policies, and standard operating procedures within the Patient Access Department., • Maintain clear, timely, and complete communication with supervisors, leads, staff, and cross-functional partners., • Ensure leadership alignment by reinforcing department-wide messaging and expectations., • Participate in and lead regular leadership meetings, huddles, and supervision sessions., • Support a positive work environment by addressing staff concerns professionally and promptly., • Oversee daily operations of scheduling, and switchboard., • Ensure timely scheduling of appointments and accuracy of benefit and authorization processes., • Monitor and report daily, weekly, and monthly departmental statistics to the Patient Access Associate Director and Senior Director., • Maintain staffing levels, daily coverage plans, and workflow assignments to meet operational demand., • Ensure adherence to departmental policies, attendance expectations, and workflow execution standards., • Conduct interviews and completes hiring and onboarding processes in collaboration with HR., • Ensure all staff receive comprehensive onboarding, including participation in shadowing and training programs., • Maintain updated training materials and ensure supervisors are aligned in content delivery., • Conduct 30, 60, 90-day and annual evaluations for direct reports., • Provide constructive feedback, coaching, and disciplinary actions as appropriate., • Guide supervisors in skill development, performance management, and leadership competency., • Oversee quality audits, productivity metrics, and performance outcomes across all Patient Access functions., • Ensure supervisors actively monitor KPIs including CPD, AHT, QA, schedule adherence, and productivity., • Identify performance gaps and implement improvement strategies., • Maintain accountability by ensuring timely follow-up on operational risks, coaching needs, and workflow deviations., • Research, develop, and recommend department process improvements., • Create, revise, and implement departmental SOPs., • Ensure compliance with billing, scheduling, and documentation standards., • Maintain responsibility for monthly audits and process review initiatives., • Partner with Clinical Informatics on provider builds, chief complaints, insurance updates, and Radix accuracy., • Collaborate with answering services to manage call schedules and coverage., • Maintain clear escalation pathways and ensure supervisors follow proper communication channels., • Ensure non-call duties are clearly assigned, documented, and executed., • Respond to physician or patient concerns and facilitate resolution. We are committed to maintaining a safe, healthy, and productive work environment. As part of this commitment, we operate as a drug-free workplace. All candidates will be required to undergo pre-employment drug screening and/or be subject to random drug testing in accordance with applicable laws and company policy.