Patient Access Manager

Scottish Rite for Children•Frisco, TX

4d•Onsite

About The Position

The Patient Access Manager defines, develops, and improves operational and access workflows and performance standards for Ambulatory Care Access Services, including the contact center, PAR team, and surgical services. The manager oversees team performance and assigned metrics, supports effective patient care and operations, and promotes process improvements and a positive patient and family experience. The role manages employees and hiring, ensures staff competency through training and quality assurance, and supports the professional growth of direct reports. It also addresses appropriate employee-relations issues, maintains and approves payroll, PTO, and leave records, and may oversee patient information and documentation in the electronic medical record. The manager follows privacy, patient-rights, quality, compliance, and resource-stewardship requirements and supports departmental initiatives and organizational values. The position is based at the Frisco Ambulatory Surgical Center and is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. The work environment is indoors and involves sitting, standing, and walking. Physical demands are sedentary to light, including lifting or carrying 11–24 pounds, repetitive movement, pushing or pulling, and stooping, kneeling, or bending.

Requirements

High school diploma or equivalent required.
At least 5 years of experience in a contact center, medical office, or healthcare setting required.
At least 2 years in a relevant leadership position required.
Strong written and verbal communication skills required.
Strong organizational and interpersonal skills required.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Define, develop, and improve operational and access workflows and performance standards across Ambulatory Care Access Services, including the contact center, PAR team, and surgical services.
Assign, monitor, and manage employees’ work, maintaining reliability and attention to detail.
Manage recruiting and hiring for the team and areas of responsibility.
Ensure staff competency through initial and ongoing training and quality assurance; serve as a role model for behavior, communication, and performance.
Be accountable for team outcomes, performance, and assigned Ambulatory Care metrics.
Coordinate and develop the professional growth of direct reports.
Collaborate with organizational stakeholders and leaders to support quality patient care, operational effectiveness and efficiency, and process improvements.
Resolve appropriate employee-relations issues and escalate through the chain of command as needed.
Promote a positive patient and family experience and support customer service and issue resolution efforts.
Maintain and approve accurate payroll, PTO, and leave records for direct reports in accordance with organizational policies, labor codes, regulations, and laws.
May maintain patient information and documentation in the electronic medical record and guide the team in this area.
Follow organizational and HIPAA guidelines, privacy practices, patient confidentiality requirements, and patient rights.
Support hospital and departmental performance-improvement goals.
Ensure quality care through compliance with departmental and organizational policies and guidelines and external agency standards and regulations.
Support departmental initiatives and change efforts.
Practice financial and resource stewardship.
Communicate effectively, support the organization’s mission and vision, and abide by its core values.
Perform additional duties as assigned.