Manager of Patient Access

The Manager of Patient Access is responsible for leading and optimizing all front-end access functions to ensure timely, efficient, and patient-centered entry into care. This role supports a patient count in excess of 30,000 and oversees call center operations, new patient referrals, and prior authorization services across 9 practice locations within the organization while ensuring high performance, streamlined workflows, and compliance with regulatory and payer requirements.

The Manager directly manages a team of 12 staff members responsible for appointment scheduling, new patient referrals and prior authorizations. The manager will collaborate with a broader workforce, including physicians, advanced practice providers, clinical and administrative staff.

The Manager drives operational excellence by building scalable processes, improving access to care, and leading high-performing teams, while enhancing the overall patient experience and supporting organizational growth. The manager provides oversight by establishing performance metrics, optimizing workflows, and leveraging technologies such as Acumen Epic to drive efficiency, scalability and high quality patient access.

Key metrics managed include Call Center Performance, New Patient Access and Referrals and Prior Authorizations.

Operations & Performance

• Oversee daily operations of the Patient Access department, including call center, new patient referrals, and prior authorizations.
• Manage call center performance to ensure timely call answering, appropriate staffing levels, and adherence to service level agreements (SLAs).
• Continuously build and optimize call center infrastructure, workflows, and technology to support scalability and efficiency.
• Direct the New Patient Referrals team to ensure accurate intake, timely scheduling, and seamless coordination with clinical departments.
• Lead the Prior Authorizations team responsible for securing approvals for medications, imaging, and other services, ensuring compliance with payer requirements.
• Develop, implement, and monitor standardized processes to improve operational efficiency, reduce delays, and minimize denials.
• Analyze performance metrics and generate reports to identify trends, gaps, and opportunities for improvement.
• Ensure compliance with organizational policies, regulatory requirements, and payer guidelines.
• Collaborate with clinical, revenue cycle, and IT teams to streamline workflows and enhance system integration.

Team Engagement

• Provide Operational leadership and coaching to Patient Access frontline while partnering with leadership to support team development
• Foster a culture of accountability, collaboration, and continuous improvement.
• Conduct regular performance evaluations, set measurable goals, and provide constructive feedback.
• Identify training needs and implement ongoing education programs to enhance staff knowledge and skills.
• Support employee engagement initiatives to promote retention, morale, and job satisfaction.
• Lead regular team meetings to communicate updates, share performance results, and reinforce organizational priorities.
• Act as a resource and escalation point for complex operational or staff-related issues.

Patient Experience

• Ensure a high-quality, patient-centered experience across all access points, including phone interactions, referral intake, and authorization processes.
• Establish and monitor service standards for responsiveness, professionalism, and accuracy.
• Reduce barriers to care by improving access, minimizing wait times, and simplifying processes for patients and referring providers.
• Address patient concerns and complaints promptly, identifying root causes and implementing corrective actions.
• Collaborate with clinical and administrative teams to ensure continuity of care and a seamless patient journey.
• Utilize patient feedback to drive improvements in service delivery
• Promote clear, compassionate communication that reflects the organization’s commitment to patient care excellence.

Leads & Manages A High Performing Team

• Lead, develop, and manage a high-performing Patient Access team across call center operations, new patient referrals, and prior authorizations.
• Establish clear expectations, performance goals, and accountability standards aligned with departmental and organizational objectives.
• Recruit, hire, and retain top talent while building a strong leadership bench through coaching and succession planning.
• Foster a culture of engagement, collaboration, and continuous improvement that drives both performance and employee satisfaction.
• Provide ongoing coaching, feedback, and professional development to enhance individual and team effectiveness.
• Monitor team performance through key metrics and take proactive action to address gaps and recognize achievements.
• Promote cross-training and skill development to increase team flexibility and operational resilience.
• Partner with supervisors to ensure consistent leadership practices and communication across all functions.
• Address performance and behavioral issues promptly and effectively, maintaining a fair and consistent approach.
• Lead by example, reinforcing organizational values and a strong commitment to patient-centered service.
• Attendance: Regular, reliable, and punctual attendance is an essential function of the position. The ability to consistently adhere to scheduled work hours and fulfill job responsibilities in a timely manner is critical to the success of the role and the overall operations of the team.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Pet insurance
• Tuition reimbursement
• Vision insurance

Application Question(s):

• What are your salary requirements?

Work Location: In person