Area Mgr, Pt Access - Mid Atlantic

Hanger, Inc.•Richmond, VA

1d•$80,000 - $90,000

About The Position

The Area Manager, Patient Access, oversees front-office operations and patient experience across multiple clinics. The role manages Patient Access Supervisors and may oversee Patient Access Coordinators, ensuring effective registration, scheduling, initial treatment coordination, and administrative support. The position works with regional and local clinical leadership to support patient care, strengthen relationships with referral sources and other stakeholders, and improve financial performance, outcomes, care quality, and employee engagement. The Area Manager oversees daily administrative operations, including HIPAA privacy practices, financial controls and audits, payer-compliant clinical documentation, work-in-process management, expenses, materials, revenue, and inventory. The role hires, trains, coaches, and develops administrative staff; promotes effective use of front-office systems and technology; and manages quality assurance and patient-relations programs. It also monitors patient outcome data and Net Promoter Score feedback, resolves concerns, identifies trends, and develops improvement plans. Travel to assigned clinics is required up to 80% of the time.

Requirements

Bachelor’s degree, or additional equivalent work experience substituted on a year-for-year basis.
At least 3 years of operations management experience in a healthcare setting.
At least 3 years of experience hiring, supervising, training, and coaching others.
Valid driver’s license and driving record that meets Hanger’s Motor Vehicle Safety Policy and Procedures standards.
Excellent customer service skills.
Strong interpersonal skills and a highly collaborative style.
Robust knowledge of patient care management.
Understanding of financial and accounting practices, including forecasting and expense-budget management; demonstrated ability in financial metrics and analysis.
Experience selecting, managing, coaching, and developing staff.
Working knowledge of healthcare reimbursement rules and regulations.
Ability to create written reports on revenue generation, work in process, patient and employee satisfaction, and other job-related topics.
Demonstrated record of addressing customer and patient issues.
Proficiency in Windows-based office technologies, such as Word and Excel.
Act with integrity, keeping relationships honest, transparent, and respectful; keep patients at the center of work; foster collaboration; innovate and respond to change; and focus on superior outcomes.

Nice To Haves

Bachelor’s degree in accounting, finance, or healthcare management.
Experience in orthotics and prosthetics.
Experience supervising or managing in a multi-site environment.

Responsibilities

Lead business operations and manage patient experience and administrative staff across multiple clinics.
Collaborate with regional and local clinical leadership to support and enhance patient care.
Maintain and strengthen relationships with referral sources, managed markets, payers, patients, and employees.
Develop and implement strategies to improve financial performance, outcomes, patient care quality, and employee engagement.
Oversee daily administrative operations across multiple clinics and address information and service needs with clinical partners.
Enforce HIPAA Privacy Rules and protect patient information.
Monitor financial controls, including audits, and ensure compliance with administrative and operational procedures.
Review clinical documentation with consolidated teams to ensure it meets payer requirements.
Communicate payer updates, issues, and potential concerns to the Territory Manager.
Oversee work-in-process management in coordination with Patient Care Supervisors and Clinical Leadership.
Track and report clinic expenses, materials, and revenue; verify disallowed sales and denial rates align with company goals and expenses remain within budget.
Assist with inventory management.
Partner with Talent Acquisition to fill Patient Access Coordinator vacancies promptly.
Train, coach, develop, and provide regular performance feedback to team members; foster an engaging environment that supports employee growth and patient experience.
Promote effective use of front-office systems and technology, including system conversions and implementation of new tools.
Oversee quality assurance programs and ensure Patient Access Coordinators and clinicians collect and transmit patient outcomes data accurately and explain its purpose to patients.
Review Net Promoter Score reports, align workflows with the empathy strategy, and ensure timely resolution of detractors.
Analyze detractors with negative resolutions, identify trends, and develop action plans.
Work with administrative staff to communicate patient feedback and develop improvement plans.
Perform other administrative, project, system, and analytical duties as required.
Oversee special projects assigned by Regional or Market leadership.
Manage organization-wide customer service excellence and patient relations programs.
Collaborate with clinical support leadership to drive revenue and ensure effective clinical documentation.
Travel to assigned clinics, up to 80% of the time.