Manager - Office of Access Management

Mayo Clinic•Jacksonville, FL

10d

About The Position

The Manager, Office of Access Management, provides strategic and operational leadership for patient access and scheduling services supporting Mayo Clinic’s clinical practice. The role partners with administrative and physician leaders, practice managers, supervisors, and multidisciplinary teams to translate institutional and practice priorities into reliable, patient-centered access operations. It leads teams and service lines supporting appointment scheduling, contact center operations, patient preregistration and preparation, provider calendar development, work-queue management, and access improvement. The Manager ensures daily operations align with Mayo Clinic values, patient needs, service expectations, regulatory requirements, and organizational strategy. Serving as an operational partner to supported practices, the Manager uses data and collaborative problem-solving to identify barriers, balance demand and capacity, improve scheduling effectiveness, and simplify the patient journey. The position combines strategic planning and operational execution, with a sustained focus on patients, staff, quality, access, and results. The role leads implementation of access priorities; develops people and high-performing teams; oversees complex operations and performance improvement; supports technology and workflow transformation; establishes data-informed performance management; and assists with budgets, business plans, and resource recommendations. Visa sponsorship is not available, and the position is not eligible for the F-1 OPT STEM extension.

Requirements

Master’s degree with at least 1 year of relevant experience, or a bachelor’s degree with 5 or more years of relevant experience.
Operational experience demonstrating competency in leadership, management, operations, finance, communication, and change-management methodologies.

Responsibilities

Implement Office of Access Management priorities by translating strategic direction into goals, operational plans, measures, and accountable outcomes.
Partner with physician, administrative, and practice leaders to develop coordinated strategies for patient demand, scheduling effectiveness, capacity utilization, and service performance.
Assess operational trends, patient needs, practice growth, workforce capabilities, technology opportunities, and healthcare developments to help shape access priorities.
Advise supported practices with operational insights, options, risks, and recommendations; establish direction during ambiguity or change.
Communicate the vision for patient access and represent the Office of Access Management on committees, workgroups, improvement initiatives, and cross-functional projects.
Create and sustain a high-performing, engaged, inclusive team grounded in Mayo Clinic values, patient-centered service, accountability, collaboration, and continuous improvement.
Lead, coach, and develop supervisors and direct reports in workforce leadership, operational management, data interpretation, problem-solving, change leadership, and staff development.
Set expectations and ensure accountability for leadership behaviors, operational standards, service outcomes, and team performance.
Empower employees to raise concerns, recommend improvements, test approaches, and take ownership of results.
Lead performance, conduct, and workplace conversations, partnering appropriately with Human Resources.
Support succession planning, talent development, professional growth, and leadership readiness.
Lead employees through organizational, technological, and workflow changes; explain rationale, anticipate barriers, reinforce expectations, and monitor adoption.
Embed equity, inclusion, and diversity principles in recruitment, hiring, onboarding, development, recognition, and team culture.
Oversee complex access operations, including appointment scheduling, contact center services, work-queue management, patient outreach, preregistration and preparation, provider calendar build, and related workflows.
Ensure consistent execution of scheduling standards, access processes, service expectations, documentation requirements, and escalation pathways.
Monitor access, scheduling, contact center, workforce, quality, and service measures; identify trends, bottlenecks, variation, performance gaps, and improvement opportunities.
Partner with practice leaders to evaluate patient demand, appointment availability, template design, scheduling rules, work-queue volume, staffing, and access outcomes.
Establish prioritization and workload-management practices for high-volume and fluctuating operations.
Lead multidisciplinary projects involving workflow redesign, operational readiness, process improvement, service recovery, technology implementation, and performance optimization.
Apply systems thinking and process-improvement methods to reduce variation, duplication, rework, handoffs, and administrative burden.
Develop and maintain operational controls, contingency plans, and business-continuity processes; support quality, safety, regulatory compliance, service excellence, and risk escalation.
Manage implementation through defined owners, milestones, measures, communication plans, and post-implementation follow-up.
Lead and support evaluation, implementation, adoption, and optimization of technologies that improve patient access, scheduling, contact center operations, workforce effectiveness, and patient experience.
Maintain working knowledge of relevant healthcare, access, scheduling, digital, automation, artificial intelligence, and data-analytics developments.
Partner with clinical systems, information technology, informatics, digital, enterprise access, training, and analytics teams to ensure solutions are operationally sound and aligned with practice needs.
Encourage responsible experimentation and iterative improvement while maintaining quality, safety, privacy, and governance standards.
Identify opportunities to automate routine work, simplify processes, reduce manual effort, and focus employees on higher-value needs.
Assess technical implementation and human adoption of new processes and tools; develop change-management and communication approaches.
Build a data-informed operating culture and establish performance reviews that identify root causes, assign actions, and track improvement.
Partner with analytics and technology teams to improve reporting accuracy, usability, automation, and operational relevance.
Evaluate performance at appropriate team, practice, workflow, and service-line levels, considering volume, complexity, staffing, and patient need.
Communicate performance results, risks, and recommendations to staff, practice partners, and senior leaders; maintain data integrity and consistent operational documentation.
Apply business and financial judgment when evaluating staffing, technology, operational changes, and improvement opportunities.
Assist in developing and managing budgets for assigned areas; use financial and operational information to assess resource needs, forecast impact, evaluate alternatives, and support sustainable decisions.
Develop and operationalize business plans, implementation plans, and resource recommendations; monitor results and adjust plans when expected outcomes are not achieved.
Support long-term sustainability through understanding healthcare operations, revenue drivers, patient access, capacity utilization, workforce management, and service delivery.