Patient Access Manager-Scheduling and Switchboard

CUYUNA REGIONAL MEDICAL CENTER•Crosby, MN

1d•Onsite

About The Position

As the Manager of Scheduling and Switchboard, you will help make it easier for patients to connect with the care they need while leading scheduling, outreach clinic reception, and contact center teams across our primary location and outreach clinics. Reporting to the Patient Access Director, you will build a supportive team environment through coaching, staff development, and collaboration with the Manager of Patient Registration on cross-training and shared staffing resources. The role offers a mix of hands-on leadership and problem-solving, from helping staff navigate busy call periods and resolving patient concerns to finding ways to improve scheduling and communication. You will work alongside clinic leaders, providers, Revenue Cycle, and Clinical IT to turn workflow challenges and performance insights into practical improvements for patients and staff. Through daily team engagement and periodic visits to outreach clinics, you will stay connected to the people doing the work and help shape a more coordinated, responsive patient access experience.

Requirements

High School Diploma or GED
5+ years of progressive experience in patient access, specifically focusing on scheduling, registration, admissions, or medical office environments
Demonstrated leadership experience within healthcare administration with at least 2 years of supervisory experience
Strong understanding of revenue cycle and clinic workflows
Proficiency with Electronic Health Records; Epic E.H.R. system experience preferred
Queue & Call Flow Management experience
Proficiency with Microsoft Office and standard business applications
Experience with Third-party liability, insurance verification, pre-authorizations, and federal regulations like HIPAA
Proficient in use of operational dashboards and reports to forecast call volume and adjust staffing schedules accordingly
Excellent communicator with strong interpersonal skills
Customer service focused and professional
Detail-oriented with accurate data entry skills
Resilient and adaptable multitasker
Discreet with sensitive patient information
Familiar with medical terminology and systems
Resourceful with strong problem-solving ability

Nice To Haves

Bachelor’s degree in Healthcare Administration, Business Administration, or a related field
Equivalent combination of education and progressive healthcare leadership experience will be considered

Responsibilities

Lead dynamic scheduling operations with strong leadership and innovation.
Lead scheduling, outreach clinic reception, and contact center teams.
Build a supportive team environment through coaching and staff development.
Collaborate with the Manager of Patient Registration on cross-training and shared staffing resources.
Help staff navigate busy call periods and resolve patient concerns.
Find ways to improve scheduling and communication.
Work alongside clinic leaders, providers, Revenue Cycle, and Clinical IT to turn workflow challenges and performance insights into practical improvements.
Stay connected to the people doing the work through daily team engagement and periodic visits to outreach clinics.
Help shape a more coordinated, responsive patient access experience.
Ensure that every patient is seen, every provider’s time is maximized, and the clinic operates as seamlessly as possible.
Adjust in real-time while following established workflows to ensure accuracy and efficiency in clinic schedules.
Manage creating a visit to establish care, accommodating urgent appointment requests, or handling unexpected disruptions.
Manage every schedule (and reschedule) with precision.
Adapt to changes while ensuring a positive and professional experience for every patient.