Patient Access Manager

The Manager of Patient Access is key to our success at OSG because the leadership oversight provided to internal operations (medical records, switchboard and scheduling) significantly impacts staff success and therefore ultimately creates a positive experience for the patients we serve.

Leadership

• Provide day-to-day leadership for the scheduling (new patient, established patients, service line coordinator), medical records, and switchboard teams.
• Provide feedback, coaching, work outcomes, and professional development through consistently holding one-on-one meetings with direct reports.
• Ensure their team has the tools, knowledge, and work environment to succeed in their job duties.
• Support direct reports in their supervisory and front-line capacities.
• Interview, hire, and train an effective, efficient workforce in alignment with OSG cultural norms.
• Collaborate with stakeholders and direct reports to support compliance and other business functions and projects.
• Supports the organizational imperatives and maintains and reports on KPI’s.
• Identifies bottlenecks and inefficiencies and works with stakeholders for continuous improvement.
• Collaborates with leadership & stakeholders as needed.

Operations

• Coordinate day-to-day operations of scheduling, medical records and switchboard.
• Design and support workflows to support excellent customer service to patients, clinicians, and peers.
• Develop, implement, and maintain office policies and procedures relating to operational workflows.
• Initiate program and project development to mature the services offered across multiple teams.
• Reviews medical records audit requests and grants access ensuring HIPAA and regulatory compliance.
• Ensure patients satisfaction, including troubleshooting when there is a complaint and developing process improvements to prevent recurrences.
• Ensure regulatory compliance with HIPAA, OSHA, labor laws, and other federal, state, and local regulations.
• Ensure staffing is appropriate for day-to-day operations and collaborate with other site leadership for shared staffing needs.
• Help maintain scheduling templates for infusion and as needed for clinic.

Required Qualifications

• Bachelor’s degree in related field, required
• 2 years prior supervisory or managerial experience
• Experience multitasking multiple programs and projects across various teams
• Experience training and developing teams
• Ability to be self-motivated
• Proficiency in Microsoft Suite

Preferred Qualifications

• Master’s degree

A successful Patient Access Manager will…

• Embrace the OSG culture of “We take care of people”
• Enjoy relationship development and customer service
• Balance operational business needs with organizational excellence goals
• Possess emotional intelligence
• Be detail oriented with the ability to manage multiple projects at once
• Create and maintain an environment of confidence
• Advocate strongly for the best patient experience