Patient Access Manager

Michigan Orthopaedic Surgeons PLLC•Southfield, MI

14h

About The Position

The Patient Access Manager is responsible for the day-to-day management and operational performance of the Patient Access Center at Michigan Orthopaedic Surgeons. This role ensures efficient, accurate, and patient centered access to care through effective oversight of appointment scheduling, referral coordination, call center operations, and access workflows. The Patient Access Manager partners closely with operations leadership and cross functional teams to implement standardized processes, monitor performance metrics, and support a high performing access team focused on service excellence.

Requirements

Minimum of 5 years of progressive leadership experience in patient access, scheduling, or healthcare operations.
Demonstrated success in leading call center teams, referral coordination, and EHR-based scheduling environments.
Strong leadership and strategic planning skills with a proven ability to manage complex operations.
Proficiency in EHR systems (Athena or similar), data reporting, and workflow analysis.
Demonstrated ability to communicate clearly and professionally across all levels of the organization.
Excellent communication, organization, and problem-solving skills.
Ability to coach and motivate teams toward continuous improvement and service excellence.
Analytical mindset with comfort in interpreting metrics and driving data-informed decisions.

Nice To Haves

Orthopedic experience preferred, particularly in multi-specialty settings serving a variety of providers.

Responsibilities

Provide strategic oversight of all patient access operations, including appointment scheduling, call management, and referral workflows.
Ensure the Patient Access Center meets service-level goals for response time, scheduling accuracy, and patient satisfaction.
Monitor and interpret departmental metrics to identify trends and recommend operational adjustments.
Maintain compliance with all regulatory requirements, including HIPAA and payer-specific access standards.
Partner with IT to maintain EHR scheduling integrity, telephony functionality, and access-related technology systems.
Lead performance and professional development for Leads and key team members.
Develop, document, and enforce standard operating procedures for all access workflows.
Serve as an escalation point for complex patient or provider access issues.
Promote a culture of service excellence, teamwork, and accountability across the department.
Perform other duties as assigned.