Manager - Office of Access Management

Mayo Clinic • Jacksonville, FL

11d • $105,060 - $157,643

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 Manager partners with administrative and physician leaders, practice managers, supervisors, and multidisciplinary teams to translate institutional and practice priorities into reliable, patient-centered access operations.

The role leads teams and service lines supporting appointment scheduling, contact center operations, patient preregistration and preparation, provider calendar development, work-queue management, and access improvement. It ensures that daily operations align with Mayo Clinic values, patient needs, service expectations, regulatory requirements, and organizational strategy.

Serving as a trusted operational partner to supported practices, the Manager connects frontline operations with broader access strategy. The role uses data, operational insight, and collaborative problem-solving to identify barriers, balance demand and capacity, improve scheduling effectiveness, and simplify the patient journey. Success requires an accountable leader who develops people, builds partnerships, manages complex operations, communicates confidently, and leads change while balancing strategic planning with operational execution and focusing on patients, staff, quality, access, and sustainable results.

Requirements

• Master’s degree with at least 1 year of relevant experience, or 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 access strategies addressing 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 by presenting operational insights, options, risks, and recommendations.
• Provide direction through ambiguity and change, and guide initiatives from concept through implementation, adoption, and sustainment.
• Communicate the vision for patient access and connect employees’ responsibilities to Mayo Clinic strategy.
• Represent the Office of Access Management on committees, workgroups, improvement initiatives, and cross-functional projects.
• Build 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 identify concerns, recommend improvements, test approaches, and take ownership of results.
• Lead performance, conduct, and workplace conversations with clarity, compassion, respect, sound judgment, and appropriate Human Resources partnership.
• Support succession planning, talent development, professional growth, and leadership readiness.
• Guide employees through organizational, technological, and workflow changes by explaining rationale, anticipating barriers, reinforcing expectations, and monitoring adoption.
• Embed equity, inclusion, and diversity principles in recruitment, hiring, onboarding, development, recognition, and team culture.
• Lead complex access operations, including appointment scheduling, contact center services, work-queue management, patient outreach, preregistration and preparation, provider calendar build, and related workflows.
• Ensure reliable execution of scheduling standards, access processes, service expectations, documentation requirements, and escalation pathways.
• Monitor access, scheduling, contact center, workforce, quality, and service measures; use data to identify trends, bottlenecks, variation, performance gaps, and improvement opportunities.
• Work with practice leaders to assess how patient demand, appointment availability, template design, scheduling rules, work-queue volume, staffing, and access outcomes relate.
• Establish prioritization and workload-management practices for teams in high-volume and fluctuating environments.
• Lead multidisciplinary workflow redesign, operational readiness, process improvement, service recovery, technology implementation, and performance optimization projects.
• 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.
• Promote quality, safety, regulatory compliance, service excellence, and appropriate risk escalation.
• Maintain implementation accountability through owners, milestones, measures, communication plans, and post-implementation follow-up.
• Evaluate, implement, support adoption of, and optimize technologies that improve access, scheduling, contact center operations, workforce effectiveness, and patient experience.
• Maintain working knowledge of healthcare, access, scheduling, digital, automation, artificial intelligence, and data-analytics developments.
• Partner with clinical systems, IT, informatics, digital, enterprise access, training, and analytics teams to ensure technology solutions are operationally sound and suited to 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 let employees focus on higher-value patient and practice needs.
• Assess the technical implementation and human adoption of new processes and tools.
• Develop change-management and communication approaches to prepare leaders and staff for new responsibilities and ways of working.
• Build a culture that uses data to understand performance, set priorities, test assumptions, and make decisions.
• Establish performance reviews that identify root causes, assign actions, and track improvement beyond reporting results.
• Partner with analytics and technology teams to improve reporting accuracy, usability, automation, and operational relevance.
• Evaluate performance at team, practice, workflow, and service-line levels while considering volume, complexity, staffing, and patient need.
• Communicate performance results, risks, and recommendations to staff, practice partners, and senior leaders.
• Maintain data integrity, appropriate documentation, and consistent application of operational standards.
• 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 resource plans when anticipated benefits, productivity improvements, or operational outcomes are not achieved.
• Support long-term sustainability through understanding healthcare operations, revenue drivers, patient access, capacity utilization, workforce management, and service delivery.

Benefits

• Medical coverage with multiple plan options.
• Dental coverage through Delta Dental or a reimbursement account for flexible coverage.
• Vision plan with a national network.
• HSA and flexible spending accounts for eligible expenses.
• Competitive retirement package.
• Continuing education and advancement opportunities.
• Competitive compensation and comprehensive benefit plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager