Patient Access Manager

About the role

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.

Responsibilities

• 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.
• 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.

Qualifications

• 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
• Able 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

Benefits

This position offers competitive compensation and benefits, including:

• Comprehensive health insurance
• Paid time off
• Flexible work schedule
• Professional development opportunities