Manager, Patient Access OC

City of Hope•Irvine, CA

About The Position

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today. We are seeking a strong Patient Access Manager with hospital-based Admitting experience to support and lead front-end operations across hospital admitting, ETC registration, and workflow optimization. This role plays a key part in guiding day-to-day operations while applying sound judgment in a fast-paced environment. The ideal candidate brings experience building and refining processes, improving patient throughput, and ensuring compliance with regulatory and operational standards. Equally important, this individual leads with a people-first approach—fostering a positive, inclusive team culture, supporting and developing staff, and communicating effectively across all levels. This leader will embody City of Hope’s values of compassion, collaboration, and integrity, helping to create an environment where both patients and team members feel supported. We are looking for a well-rounded leader who can balance operational execution with team engagement to enhance both the patient experience and overall departmental performance.

Requirements

Bachelor’s Degree required; 4 additional years of experience plus the minimum experience requirement may substitute for minimum education.
5 years of related healthcare experience.
1 year of experience in a leadership capacity
Experience using EPIC EMR system.

Responsibilities

Accomplishes appropriate patient access resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout the work week, reassess staffing levels to identify and achieves staffing optimization. Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to clinical staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.
Responsible for preparing the annual fiscal budget for related cost centers. Monitors monthly budget and expenses, modifying spending as needed. Ensures expenditures stay within budget and accounts for variances when they occur.
Implements new technology and acts as a catalyst for change to meet current and future business needs. Provide subject matter and technical expertise in the design and implementation of relevant applications. Functions as authority for all decisions related to the admissions system(s).
Continuously assess and streamline processes, establishing and implementing standard work, maintaining performance boards, monitoring metrics, coordinating meetings and facilitating workgroups. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Monitors staffing productivity and quality by establishing and monitoring thresholds and benchmarks. Provides constructive feedback to staff and senior leadership. Responsible for implementing quality control audits to monitor the quality of work and provide retraining as required to maintain performance standards.
Establish and foster excellent customer service practices supporting the daily needs of patients, caregivers, providers and staff. Oversees effective customer service systems, communication and feedback. Serve as the first line of communication and follow through for patients via direct means, telephone, email, and written correspondence. Respond and solve problems, including internal and external complaints.
Handles special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems.
Maintains professional and technical knowledge by tracking emerging trends in admitting management; attending educational workshops; reviewing professional publication; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies; identifying and implementing new technology.
Develop and maintain written standard operating procedures, policies and protocols consistent with COH, The Joint Commission, DHS, and other applicable regulatory policies.
Other duties as assigned