Associate Manager Patient Access Services ER

Banner Health•Phoenix, AZ

1d•Onsite

About The Position

The Associate Manager of Patient Access Services for Banner Estrella's Emergency Department provides operational leadership and staff oversight to support seamless 24/7 patient access operations. The role focuses on team management, performance optimization, and service standards in a fast-paced emergency care environment. It supervises and supports Patient Access Services staff, primarily in Emergency Department operations, manages 24/7 scheduling, coordinates coverage for call-outs and staffing needs, and monitors performance metrics, attendance, and service quality. The Associate Manager coaches employees, conducts corrective-action discussions, develops staff, and mentors team members toward operational excellence. The position also supports the PAS team at Verrado ER and may require occasional work at that location. The role directs, trains, and assures the work quality of patient financial services staff. Through effective leadership, it supports high-quality service to patients, providers, payors, and staff in areas such as billing, collections, registration, scheduling, admitting, and financial counseling. It is responsible for achieving designated team work goals and typically supervises 15–20 non-exempt staff members. The position works under limited supervision and reports operational direction to the PAS Director and/or Senior Manager. The position is Monday through Friday on days, with occasional earlier or later hours to support employees on other shifts. Participation in a leadership on-call rotation is required. Banner Estrella Medical Center is a 353-bed acute care hospital serving west Phoenix.

Requirements

Knowledge and business skills normally demonstrated by an associate degree in Business Management or equivalent education and/or experience.
Three to five years of experience in office management and/or employee supervision or leadership in healthcare insurance and billing.
Business skills and experience in the assigned work area.
Advanced abilities with common office software, word processing, spreadsheet, and database software.
Ability to manage multiple tasks simultaneously with minimal supervision and work independently.
Excellent organizational, human relations, and communication skills.
Ability to support a Monday–Friday day schedule with occasional earlier or later hours and participate in a leadership on-call rotation.

Nice To Haves

Experience billing Arizona, Colorado, Nevada, and other state Medicaid plans.
Medicare billing experience.
Experience with all insurance types.
Hospital admitting experience.
Experience with the company's billing system.
Demonstrated success in a leadership role.
Additional related education and/or experience.

Responsibilities

Mentor staff and provide clear development opportunities, including maintaining a succession plan.
Select, train, coach, motivate, evaluate, and direct the workflow of Patient Access Services staff; establish goals and performance expectations.
Conduct random or focused audits to confirm work accuracy and compliance and help minimize registration-initiated initial denials.
Provide staff education, support, and feedback, and identify trends and workflow improvements.
Set clear expectations and ensure accountability, including counseling, disciplinary action, and termination when appropriate.
Coordinate team activities and staffing-to-workload ratios to use resources effectively.
Schedule and supervise assigned staff to meet business goals and maintain smooth departmental workflow.
Create a work environment that supports team building, constructive feedback, delegation, professional growth, open dialogue, and consistent performance.
Interview and hire staff.
Assist department management with employee meetings, budget preparation, strategic planning, and expense control.
Support department functions as needed based on volume and workload.
Ensure new hires are onboarded, trained, and precepted, and that their work is audited at 100% until performance standards are consistently met.
Develop expertise in Patient Access applications, information systems, tools, technologies, and processes, and assist employees in using them effectively.
Collaborate with peers and leaders across the organization to improve workflow and the customer experience.
Manage 24/7 scheduling and coordinate staffing coverage for call-outs and other needs.
Monitor employee performance metrics, attendance, and service quality.