Patient Access Manager

About the Role

Manages the operations and staff of multiple Patient Access Services functional areas, prioritizing and coordinating patient flow to ensure efficient service delivery. Performs and supervises quality assurance and process improvement activities while providing leadership, strategic direction, and mentorship to hospital-level supervisors.

Responsibilities

• Provides strong leadership, management, and strategic direction for Patient Access Services employees; leads and develops hospital-level supervisors through active coaching, mentoring, and ongoing performance feedback.
• Serves as the primary resource and escalation point for hospital-level supervisors, offering guidance on complex patient access issues, staffing challenges, policy interpretation, and conflict resolution.
• Conducts regular one-on-one meetings and operational check-ins with hospital-level supervisors to assess performance, provide feedback, and ensure alignment with organizational goals.
• Mentors hospital-level supervisors in staff management, performance documentation, conflict resolution, and process improvement methodologies.
• Partners with hospital-level supervisors to establish team performance goals, monitor progress, and foster a culture of accountability and continuous improvement.
• Develops and maintains a formal access management training program, including regular in-service education; identifies site-specific training needs and ensures consistent application of standards.
• Investigates and resolves problems and complaints related to admissions and registration.
• Ensures adequate controls over cash collections and proper handling of payments.
• Manages departmental staffing patterns and assigns activities; collaborates with hospital-level supervisors to align staffing with patient volume and operational demands.
• Manages internal and external customer relations, supporting supervisors in resolving escalated concerns professionally and timely.
• Coordinates activities with other hospital departments; serves as a strategic liaison to navigate cross-departmental workflows and resolve operational issues.
• Ensures Charity Care is utilized according to 501R rules and regulations.
• Serves as a liaison for physicians and other departments regarding hospital policies and procedures for admission.
• Prepares and presents reports of key performance indicators (weekly and monthly) to senior management; reviews performance data with supervisors to identify trends and drive improvement.
• Develops thorough knowledge of registration systems and optimizes efficiency and timeliness of processing.
• Establishes and implements goals and objectives for Patient Access Services, collaborating with supervisors to create site-level action plans with measurable outcomes.
• Complies with HIPAA guidelines, patient confidentiality, and patient rights.
• Demonstrates a positive, supportive, respectful, and helpful attitude in all interactions.
• Offers and acts on constructive feedback while maintaining a calm, professional manner.
• Participates in training and orientation of new employees and attends hospital departmental meetings.
• Performs duties in a manner that supports corporate objectives, including revenue goals and minimizing bad debt losses due to insufficient registration information.

Behavioral Standards

• Supports the mission, vision, and goals of Avem Health Partners and serves as a role model within the company.
• Exhibits positive customer service behavior in everyday work interactions.
• Demonstrates a courteous and respectful attitude toward internal and external customers.
• Communicates accurately and appropriately, handling difficult situations discreetly and professionally.
• Holds self-accountable for professional practice and participates in performance improvement activities.
• Demonstrates knowledge of unit goals and actively contributes to committees and projects.
• Stays current with literature regarding changing practices, interventions, and best practices.
• Seeks out educational and professional opportunities for personal growth and meets mandatory education requirements.
• Acts as a preceptor as requested and demonstrates excellent work attendance.
• Adheres to the Avem Health Partners Code of Conduct and Standards of Behavior, complying with all health and safety requirements.

Requirements

• High school diploma or equivalent.
• Minimum of 4 years of management experience in Patient Access Services, with a demonstrated work record in:
  • Knowledge of hospital and physician access management processes.
  • Leadership in the core values of the organization.
  • Clear, effective communication skills.
  • A mature approach to problem-solving for all types of issues.
  • Skills in using mainframe and PCs.
  • Knowledge of medical terminology.
  • Detail orientation.
  • Experience with total quality management concepts and tools.

Certification/Licensure

Certified Healthcare Access Manager (CHAM) through the National Association of Healthcare Access Management (NAHAM) to be acquired within 1 year of employment.

Physical Requirements

• Ability to sit, walk, stand, use hands, reach, talk, and hear.
• Must be able to lift or exert energy up to 25 pounds.
• Requires close vision, distance or clear vision at 20 ft. or more, and the ability to observe an area that can be seen up and down or left and right.