Patient Access Manager

Position Overview

The Patient Access Manager leads front-end registration operations, supervises staff, optimizes patient experience, and drives key performance metrics. This role reports directly to the Director.

Must-Have Qualifications

• 3+ years in a managerial-level Patient Access role in an acute care hospital
• Experience must be in a hospital with an Emergency Department (Urgent Care/Medical Centers not acceptable)
• Previous oversight of high-volume teams (50+ FTEs)
• Proven ability to manage registration, insurance verification, upfront collections, and complaint resolution
• Bachelor’s Degree in Business or related field
• Ability to track, manage, and report on 10+ KPIs consistently

Preferred Qualifications

• Experience in Methodist, HCA, or Parallon environments
• Background in multi-site or regional hospital systems
• Familiarity with AIDET communication standards and hospital financial operations
• Prior experience managing budget and FTE forecasting in a healthcare setting
• Strong background in patient complaint management and service recovery initiatives

Key Responsibilities

• Lead a team of registration and front-desk staff, ensuring performance and productivity across shifts
• Maintain high standards for patient check-in, insurance verification, and cash collection procedures
• Manage queue times, wait time reduction, and QA compliance for all registration areas
• Serve as liaison with Shared Service Center and escalate unresolved issues appropriately
• Respond promptly to patient complaints and conduct service recovery efforts
• Deliver ongoing staff education and monthly in-service meetings
• Manage operational reporting, budgets, and FTE allocation
• Participate in on-call rotations as part of the leadership structure