Manager, Patient Access
About The Position
The Manager of Patient Access - Patient Service Center provides strategic and operational leadership for centralized patient scheduling and pre-registration services within a high-volume contact center. The role is responsible for promoting timely, accurate, and convenient access to care while maintaining strong standards for customer service, registration accuracy, operational efficiency, and financial performance. This includes balancing patient access needs with effective staffing, standardized workflows, technology, and operational resources to support reliable service delivery. The role provides oversight of referral management and pre-registration processes across the OhioHealth system, helping ensure patients move efficiently from referral through scheduling and registration. Responsibilities include scheduling, pre-registration, insurance verification, collections, customer service, financial operations, budgeting, and ancillary patient flow. The manager supports consistent standard work, identifies barriers that may delay access, and serves as a key resource for internal and external customers to help create a seamless, patient-centered experience. The manager also leads daily contact center operations and is accountable for building a high-performing, engaged team. This includes coaching and developing team members, establishing clear expectations, monitoring service, quality, productivity, and financial performance metrics, and using data to identify opportunities for improvement. In partnership with clinical, revenue cycle, and operational leaders, the manager advances process improvements, standardization, automation, and other solutions that strengthen access, improve efficiency, and enhance the overall patient experience.
Requirements
- Bachelor's Degree (Required)
- Bachelor of science in Business Administration or related field from four-year college or university; or one to two years related Experience and/or training; or equivalent combination.
- Contact Center management experience strongly encouraged.
Nice To Haves
- Contact Center Operations
- Strong People Leader
- Operationally Strong
- Collaborative
- Patient-Centered Leadership
- Data-Driven Decision Maker
- Quality & Compliance Focused
- Continuous Improvement Mindset
Responsibilities
- Ensures QA process to include periodic evaluations of individual user's is in place for hospital registration site; ensures accurate registration information, including MSPQ.
- Achieves QA targets for site. Develops and implements action plans for unfavorable variances.
- Regularly communicates QA actual results and targets to Revenue Cycle, Finance and Operational Leadership.
- Creates registration staffing patterns to maximize resources, reflect optimum skill mix and resource utilization planning in order to support the organization's balanced scorecard and productivity benchmarks.
- Ensures staff is adequately trained in both systems and processes.
- Reviews and monitors appropriate Standard reports as well as specific SQL edit and diagnostic reports for the facility.
- Takes actions as necessary to address process and timeliness issues.
- Develops and maintains relationships with facility departments and administrative leadership to reflect an atmosphere of openness and responsiveness to issues and information requests.
- Develops annual operating expense and capital budgets to reflect and support organization's allocation limits.
- Keeps Hospital and Revenue Cycle Leadership updated and informed regarding results, process changes and initiatives.
- Challenges current processes/reports and create processes/reports to improve Revenue Cycle performance.
- Works with Medical Records and Patient Accounts regarding process issues.
- Develops staff and maintains quality of WorkLife; e.g., maintain department reward/recognition program, holding regular staff and management team member meetings.
- Maintains knowledge of all system applications required to support Patient Access operations, including support of STI's and upgrades; Physician Master privilege options and legal requirements, and appropriate software applications e.g. Excel.
- As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
