Enterprise Patient Access Manager

Job : Enterprise Patient Access Manager Classification : Salaried / Exempt Position Summary The Enterprise Patient Access Manager ensures a seamless and positive experience for patients across the entire healthcare system. This leadership position requires a strategic mindset, operational expertise, and a focus on patient satisfaction while optimizing financial performance. The Manager will oversee patient access and customer service teams across various facilities, ensuring efficient scheduling, accurate registration, complete prior authorizations, and exceptional customer service throughout the patient journey. Essential Functions - Provides comprehensive leadership and oversight for all aspects of patient access and customer service operations across the enterprise, including : -Manages scheduling processes for all outpatient and inpatient services, ensuring timely appointments and efficient resource allocation.-Develops and implements standardized scheduling policies and procedures across all facilities.-Oversees the implementation and management of a centralized scheduling system across all facilities and departments.-Develops and implements standardized scheduling workflows and protocols to ensure efficient appointment booking and resource allocation.-Optimizes appointment scheduling processes and technologies to enhance efficiency while maintaining provider and patient satisfaction.-Monitors and manages appointment availability, collaborating with clinical management to ensure adequate capacity to meet patient demand.-Implements strategies with clinic management to reduce appointment wait times and no-show rates.-Analyzes scheduling data to identify trends and opportunities for improvement.-Manages appointment availability and capacity, optimizing scheduling to meet patient demand and provider availability.-Collaborates with clinical departments to optimize scheduling based on patient acuity and provider expertise.-Implements strategies to reduce wait times, no-shows, and cancellations.-Utilizes data analytics to identify scheduling bottlenecks and implement improvements.-Oversees pre-registration processes to capture accurate patient demographics, insurance information, and financial responsibility.-Develops and implements comprehensive pre-registration workflows and training materials.-Develops and implements standardized pre-registration processes for all patient types (inpatient, outpatient, emergency).-Ensures accurate and complete capture of patient demographic and insurance information.-Oversees the capture and verification of accurate patient demographic, insurance, and financial responsibility information.-Implements processes for verifying insurance eligibility and benefits prior to patient arrival.-Educates patients on financial responsibility and payment expectations.-Collaborates with revenue cycle teams to ensure smooth transition of patient financial information.-Collaborates with revenue cycle teams to ensure smooth patient registration and financial clearance.-Implements strategies to maximize pre-registration completion rates and reduce registration delays.-Educates patients on financial responsibility and payment expectations.-Oversees the prior authorization process for all services requiring pre-approval.-Develops and implements standardized prior authorization workflows and protocols.-Manages the prior authorization team to ensure timely and accurate submission of requests.-Collaborates with clinical departments to obtain required documentation for prior authorization.-Tracks prior authorization status and communicates with patients and providers regarding approval or denial outcomes.-Oversees the financial assistance application and enrollment process for eligible patients.-Develops and implements policies and procedures for financial assistance programs.-Collaborates with revenue cycle and patient access teams to identify and refer patients for financial assistance.-Ensures compliance with financial assistance regulations and guidelines.-Educates patients and staff on financial assistance programs and eligibility criteria.-Leads the registration process to ensure efficient patient check-in, verification of information, and collection of outstanding balances.-Develops and implements standardized registration processes and procedures across all facilities.-Ensures accurate and efficient patient check-in and verification of demographic and insurance information.-Implements strategies to minimize patient wait times and improve patient flow.-Oversees the collection of co-payments, deductibles, and self-pay balances at the time of service.-Collaborates with revenue cycle teams to ensure timely and accurate patient billing.-Supervises the patient access and customer service teams, ensuring they provide exceptional service, address patient inquiries and concerns effectively, and resolve issues promptly.-Develops and implements customer service standards and training programs.-Monitors and evaluates patient satisfaction levels and identify areas for improvement.-Implements strategies to enhance patient experience and build patient loyalty.-Provides support and guidance to patient access and customer service staff to resolve complex patient issues.-Collaborates with other departments to address patient concerns and improve communication.-Develops and implements effective complaint resolution processes. - Fosters a high-performing team environment by : Recruiting, onboarding, and developing skilled patient access and customer service professionals. Implementing ongoing training programs to enhance staff knowledge of scheduling, registration, and customer service best practices. Coaching and mentoring staff to deliver exceptional patient experiences. Fostering open communication and collaboration within the team. - Continuously evaluates and improves patient access and customer service-Increases efficiency and streamlines workflows across all facilities.-Improves accuracy in patient registration and insurance verification.-Enhances patient satisfaction through efficient scheduling, clear communication, and courteous service.-Reduces patient wait times and improved appointment availability. - Identifies opportunities to optimize patient scheduling and registration processes to improve patient collections and reduce denials.-Leads initiatives to educate patients on financial responsibility and co-pay requirements.-Collaborates with revenue cycle management teams to ensure smooth patient billing and collection processes. - Ensures all patient access and customer service operations adhere to relevant laws, regulations, and industry standards, including HIPAA regulations regarding patient privacy and security. Federal and state regulations related to patient scheduling, registration, and financial disclosures. - Maintains proficiency in patient access and customer scheduling technologies by : Leading the implementation and optimization of electronic health record (EHR) systems, patient portals, and online scheduling tools. Ensuring staff are adequately trained to utilize technology effectively to enhance patient access and communication. - Implements a robust quality assurance program to monitor and evaluate patient access and customer service-Reviews patient feedback through surveys and other channels.-Monitors key performance indicators (KPIs) such as appointment wait times, registration accuracy rates, and patient satisfaction scores.-Takes corrective action to address identified issues and improve quality of service. - Builds strong relationships with internal departments-Collaborates with clinical teams to ensure accurate scheduling based on physician availability.-Partners with the revenue cycle management team to streamline patient billing and registration processes.-Works with IT to maintain and integrate patient access and customer service technologies with other hospital systems. Work Experience - 5 years of experience in healthcare patient access and customer service management preferred.-Strong understanding of patient access and registration processes, including insurance verification and financial clearance.-In-depth knowledge of healthcare scheduling best practices and appointment management systems.-Proven ability to lead, motivate, and develop a high-performing team.-Excellent communication, interpersonal, and collaboration skills.-Strong analytical and problem-solving skills.-Proficient in computer skills and healthcare information management systems. Education -Bachelor's degree in healthcare administration, business administration, or a related field preferred.-Certified Patient Access Manager (CPAM) or similar certification preferred. Physical Demands and Work Environment Lifting / Carrying Pushing / Pulling Lbs. % Time Lbs. % Time 1-10 34-66 1-10 34-66 11-20 0-33 11-20 0-33 21-50 0-33 21-50 0-33 51-75 0-33 51-75 0-33 76-100 None 76-100 None Movement % Time Bend / Stoop / Twist 0-33 Crouch / Squat 0-33 Kneel / Crawl 0-33 Reach above Shoulder 0-33 Reach below Shoulder 0-33 Repetitive Arm 34-66 Repetitive Hand 34-66 Grasping 34-66 Squeezing 34-66 Climb Stairs 0-33 Walking Uneven 0-33 Walking Even 34-66 Environment % Time Indoors 67-100 Outdoors 0-33 Extreme Heat None Dusty None Excessive Noise 34-66 Equipment % Time Motor Vehicles None Foot Pedals None Extreme Heat None Dusty None Excessive Noise 34-66 Work near % Time Machinery 0-33 Electricity 0-33 Sharps 0-33 Chemicals 0-33 Fumes 0-33 Heights None Vision Depth Perception Required