Patient Access Manager

About the role

The Patient Access Manager oversees a centralized call center team of 25+ Patient Access Agents serving an outpatient medical network. This role ensures seamless delivery of patient access services and maintains exceptional patient experience standards.

Responsibilities

• Directly supervise, coach, and develop 25+ Patient Access Agents, fostering a high-performance, patient-centered team culture.
• Conduct regular one-on-ones, team huddles, and performance reviews; provide real-time feedback and corrective action as needed.
• Manage scheduling, time-off requests, and shift coverage to ensure adequate staffing across all call center hours of operation.
• Lead recruitment, onboarding, and training for new agents; develop competency-based orientation programs.
• Identify top performers for advancement and implement succession planning within the department.
• Monitor daily call center activity, including inbound/outbound call volume, abandonment rates, average handle time, and service level agreements (SLAs).
• Analyze workforce management data and adjust staffing models to meet patient demand across all network locations.
• Establish, track, and report on KPIs including scheduling accuracy, authorization turnaround, point-of-service collections, and patient satisfaction scores.
• Implement and enforce standardized workflows, scripts, and escalation protocols to ensure consistency and quality across all agents.
• Oversee quality assurance programs including call monitoring, audit reviews, and agent scorecards.
• Ensure accurate and timely patient registration, demographic data entry, insurance eligibility verification, and benefits investigation.
• Oversee prior authorization workflows for all outpatient services, ensuring compliance with payer requirements and minimizing delays in care.
• Supervise financial counseling activities, including self-pay collections, payment plan establishment, and charity care screening.
• Collaborate with billing and coding teams to reduce claim denials attributable to front-end access errors.
• Maintain compliance with HIPAA, CMS regulations, and organizational policies related to patient data and access.
• Serve as the primary liaison between the call center and outpatient clinic administrators, providers, and department heads across the network.
• Partners with IT, EHR teams, and vendor contacts to troubleshoot system issues and implement enhancements to scheduling and registration platforms.
• Present operational reports and performance dashboards to senior leadership on a regular cadence.
• Participate in revenue cycle steering committees, process improvement initiatives, and network expansion planning.
• Develop and maintain up-to-date training materials, policy manuals, and standard operating procedures (SOPs) for all patient access functions.
• Drive continuous improvement initiatives using data analytics, staff feedback, and patient satisfaction surveys.
• Champion the use of technology tools (Automated eligibility, patient portal) to streamline access workflows.

Requirements

• Education: Bachelor’s degree in healthcare administration, Business, or a related field.
• Leadership: Minimum 2 years in a supervisory or management role overseeing a team of 10 or more staff.
• Systems: Demonstrated proficiency with Electronic Health Record (EHR) systems (Epic).
• Revenue Cycle: Working knowledge of insurance verification, prior authorization, and medical billing processes.
• Compliance: Strong understanding of HIPAA regulations and healthcare compliance standards.

Preferred Qualifications

• Master’s degree in healthcare administration (MHA) or Business Administration (MBA).
• Certified Healthcare Access Manager (CHAM) or Certified Revenue Cycle Representative (CRCR) credential.
• Experience managing centralized or multi-site call center operations in a large outpatient or ambulatory network.
• Familiarity with workforce management platforms (e.g. Cisco, Webex) and call center telephony systems.

Benefits

El Camino Health Medical Network offers a supportive and engaging work environment where individuals are empowered to make an impact and contribute to meaningful growth.

Pay

$115,000-130,000 annually

Schedule

8:00am-5:00pm