PATIENT ACCESS MANAGER

Operational Leadership

• Supervise the registration, admissions, pre-registration, and switchboard teams.
• Develop and maintain standard operating procedures (SOPs) for accurate and timely patient access workflows.
• Monitor real-time throughput across all access points (ER, inpatient, outpatient, clinic).
• Ensure 24/7 coverage models are supported through cross-training and flex staffing.

Staff Management & Training

• Recruit, train, and retain access team members with a focus on professionalism, accuracy, and empathy.
• Conduct regular performance reviews, coaching sessions, and corrective action when necessary.
• Lead staff training on insurance requirements, point-of-service collections, eligibility tools, and EHR workflows (e.g., Meditech Expanse).
• Foster a culture of accountability, customer service, and teamwork.

Revenue Integrity & Front-End Compliance

• Ensure patient insurance eligibility and authorizations are verified prior to services.
• Monitor registration accuracy (e.g., demographics, insurance capture, consent forms).
• Implement and maintain POS (point-of-service) collection processes for co-pays, deductibles, and self-pay balances.
• Collaborate with billing and HIM on front-end documentation to reduce denials and rework.

Reporting & Metrics

• Track and report key performance indicators (KPIs) such as:
• • Registration accuracy
  • POS collections
  • Eligibility verification rates
  • Patient wait times
• Use dashboards and real-time data to guide improvements.
• Participate in RAC and payer audits as needed.

Technology & Workflow Optimization

• Lead system optimization initiatives with IT, EHR vendors, or third-party vendors.
• Ensure use of tools such as eligibility engines, referral tracking, prior auth platforms, and document scanning systems.
• Identify gaps in workflow and implement process improvements.

Patient Experience & Communication

• Support team training in customer service and rural community engagement.
• Respond to patient access complaints and registration-related grievances.
• Work closely with case management, nursing, and outpatient departments to coordinate complex patient intakes.

Key Competencies:

• Strong leadership and problem-solving skills.
• Excellent verbal and written communication.
• Analytical thinker with the ability to build and interpret reports.
• Resilient under pressure; flexible with change.
• Able to manage both strategic and hands-on responsibilities.

Working Conditions:

• On-site full-time role with occasional after-hours or weekend responsibilities.
• Participates in administrator-on-call or emergency operations rotation as needed.
• May require minimal travel to affiliated clinics or off-site events.

Preferred:

• Associate or Bachelor’s degree in Healthcare Administration or Business.
• Prior work in a rural, critical access, or small community hospital.
• Knowledge of Medicare/Medicaid compliance, CAH-specific billing rules, and swing bed workflows.
• Certified Healthcare Access Manager (CHAM) or similar credential.
• 3–5 years of supervisory experience in healthcare registration, patient access, or revenue cycle
• Experience with EHR/PM systems (preferably Meditech or Cerner).
• Understanding of insurance verification, authorization processes, and payer requirements