Manager, Patient Access

Carrum Health•,

14h•Remote

About The Position

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study [https://www.carrumhealth.com/rand-corp-study-bundled-payments-save/] and featured as a Harvard Business School (HBS) case study [https://www.hbs.edu/faculty/Pages/item.aspx?num=51867]. We are looking for a Manager, Patient Access to lead and grow our Patient Care Representatives. This role plays a critical part in ensuring an exceptional experience for every patient we serve. Reporting to the Director, Patient Care, you will mentor and develop a team of Patient Care Representatives, ensuring high-quality, empathetic, and efficient service delivery. You will set the tone for performance, culture, and operational excellence across the team.

Requirements

5+ years of experience in patient-facing, digital health, or customer service operations roles.
3-5 years of people management experience, leading high-performing teams in healthcare, customer service, or operations environments.
Strong experience with telephony systems, CRM platforms, and operational analytics tools.
Highly data-driven, skilled at using metrics and dashboards to guide decision-making and performance management.
Passionate about developing people and creating a supportive, high-accountability environment where teams can thrive.
Strong communication and interpersonal skills, with the ability to engage effectively across all levels of the organization.
Handle confidential information appropriately and adhere to HIPAA requirements.
Embody “patient first” values and believe in delivering service with empathy, professionalism, and integrity.
Thrive in a fast-paced, dynamic environment, balancing multiple priorities with calm focus and strong organization.
Entrepreneurial mindset—take initiative, solve problems creatively, and drive meaningful change.

Nice To Haves

Experience with self-funded employer benefit plans or bundled payment models is a plus.
Spanish-speaking ability is a plus.

Responsibilities

Lead, coach, and develop a high-performing Patient Access team that delivers a differentiated, high-touch experience for each patient.
Mentor, motivate, and model best practices through hands-on coaching and leading by example.
Supervise the day-to-day operations of the Patient Access Team, ensuring patient cases are handled efficiently, accurately, and with empathy.
Act as the ultimate escalation point for patients, ensuring swift and compassionate resolution of complex or sensitive issues.
Establish, monitor, and evaluate performance metrics—including patient satisfaction, utilization trends, engagement rates, and productivity—to ensure goals are met and exceeded.
Partner with leadership to develop strategic, operational, and technological solutions that improve quality, efficiency, and patient access while reducing the cost of care delivered.
Support the design and continuous improvement of workflows, policies, and tools that enhance both patient experience and team performance.
Onboard and train new team members quickly and effectively, ensuring consistency and excellence across the team.
Implement and uphold standards to maximize productivity, quality, and service consistency across all patient interactions.
Foster a positive, mission-driven culture rooted in empathy, accountability, and continuous learning.
Serve as a role model for Carrum Health’s values, leading with integrity, empathy, and a focus on patient-first outcomes.