Manager Patient Access Services - Emergency Department

Texas Health Resources • Fort Worth, TX

12h • Onsite

About The Position

The Manager Patient Access Services – Emergency Department leads Patient Access Services at Texas Health Southwest, which operates with Texas Health Clearfork as one hospital across two locations. The manager oversees staff, departmental workflows, patient experience, compliance, financial performance, technology use, process improvement, and collaboration with other departments. The Emergency Department serves roughly 200 or more patients per day in a 43-bed unit.

The role is based at Texas Health Southwest and has core hours Monday through Friday, 8:00 a.m. to 5:00 p.m. The organization describes its mission as improving the health of the people in the communities it serves. Texas Health Resources has more than 28,000 employees.

Requirements

• Associate's degree in Business Management or equivalent experience (3 years) required.
• Three years of experience in healthcare insurance, patient access, or billing, including supervisory or office management experience, required.
• CPI (Crisis Prevention Intervention) training must be maintained annually, within 90 days.
• Proficiency with Epic, Microsoft Office Suite, and financial or registration software.
• Strong leadership, communication, organizational, interpersonal, and critical-thinking skills, with a focus on customer service and patient advocacy.
• Ability to analyze insurance coverage, explain benefits, and resolve billing issues.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Ability to work with diverse patient populations and demonstrate empathy in sensitive financial discussions.
• Ability to remain composed and decisive in high-stress or complex situations.
• Commitment to continuous improvement, accountability, and service excellence.

Nice To Haves

• Emergency Department experience strongly preferred.
• People management experience preferred.
• CHAA (Certified Healthcare Access Associate) certification preferred upon hire.
• CHAM (Certified Healthcare Access Manager) certification preferred upon hire.
• Bilingual Spanish skills preferred, but not required.

Responsibilities

• Recruit, hire, and train Patient Access staff in alignment with organizational goals.
• Conduct regular performance evaluations and provide developmental opportunities; mentor staff through goal-setting, coaching, and succession planning.
• Address performance and behavioral issues with actionable feedback and work toward strong employee outcomes within the Patient Access Services division.
• Oversee departmental workflows, resource utilization, performance measures, and Patient Access Services dashboards.
• Manage daily schedules and staffing coverage to meet volume demands while balancing productivity.
• Conduct quality audits to support compliance with registration, scheduling, billing, and insurance verification standards.
• Resolve escalated operational and customer service issues.
• Model customer service excellence and ensure staff follow service standards.
• Respond promptly to patient and family inquiries or complaints and ensure timely resolution.
• Collaborate with clinical and administrative teams to improve service quality and patient satisfaction.
• Ensure compliance with regulatory guidelines, including HIPAA, payer requirements, and hospital policies.
• Monitor financial performance, including upfront collections and adherence to financial assistance protocols.
• Support budget preparation and expense control, including overtime management and cost-efficiency measures.
• Develop and maintain expertise in Patient Access applications and technologies, and ensure effective staff use.
• Analyze performance data to identify trends and workflow improvement opportunities.
• Implement and promote standardization, automation, and best practices to improve efficiency.
• Lead improvements to service and revenue cycle performance, with a focus on achievement and high-reliability outcomes.
• Liaise between Patient Access and other departments and represent the department and entity in system-wide initiatives, committees, and workgroups.
• Maintain proactive communication with leadership, staff, and internal and external stakeholders.

Benefits

• The posting describes Texas Health Resources' benefits as outstanding and mentions career growth and professional development opportunities, but does not specify individual benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree