Patient Access Services Manager

Vivent Health • Chicago, IL

10d

About The Position

The Patient Access Services Manager provides daily operational leadership and direct supervision to the Health Information Management and Referrals Specialist Teams. The position ensures that Patient Access Services are delivered accurately, consistently, and on time, in compliance with organizational and regulatory requirements across supported locations. Working closely with the Director of Patient Access Services, the manager standardizes workflows, monitors performance, develops staff, resolves operational barriers, and improves medical-records processing, referral coordination, insurance verification, prior authorization, and the patient experience.

The manager supervises and develops staff, coordinates coverage, monitors work queues and performance, oversees health-information and referral workflows, conducts quality audits, and supports policies, training, technology adoption, and continuous improvement. The role promotes teamwork, accountability, respectful communication, and patient-centered service while ensuring compliance with privacy requirements, organizational policies, and approved electronic health record workflows.

Vivent Health is a not-for-profit organization focused on ending HIV/AIDS through integrated, personalized, judgment-free care. Its interdisciplinary model combines medical care, behavioral health, pharmacy, research, and prevention. The organization emphasizes equity, dignity, access, diversity, inclusion, and compassionate care.

Requirements

• At least 3 years of experience in patient access, health information management, referrals, prior authorization, insurance verification, revenue cycle, or a related healthcare function.
• At least 2 years of experience leading and developing people, including fostering a collaborative, mission-driven team environment.
• Working knowledge of patient registration, insurance coverage, medical terminology, referrals, prior authorizations, and health-information workflows.
• Knowledge of HIPAA and healthcare privacy and confidentiality requirements.
• Experience using an electronic health record system.
• Proficiency with Microsoft Office, electronic health records, reporting tools, and virtual communication platforms.
• Ability to manage electronic work queues, review performance reports, monitor key performance indicators, and identify workflow trends.
• Ability to accurately document, retrieve, and review patient and operational information.
• Strong leadership, coaching, and staff-development skills.
• Effective verbal and written communication skills.
• Strong critical-thinking, decision-making, and problem-solving abilities.
• Strong interpersonal and customer-service skills.
• Commitment to accountability, teamwork, equitable access, and patient-centered service.

Nice To Haves

• Bachelor's degree in healthcare administration, health information management, business administration, or a related field.
• HIV experience in a not-for-profit environment.

Responsibilities

• Directly supervise, coach, train, and support HIM Coordinators and Referral Specialists, including providing performance feedback.
• Coordinate employee onboarding, competency development, and continuing education.
• Conduct team meetings, individual check-ins, performance evaluations, and corrective coaching in partnership with the Director.
• Set clear performance expectations and hold staff accountable for departmental responsibilities and service standards.
• Monitor attendance, approve timecards, coordinate schedules, and ensure adequate coverage.
• Monitor work queues, dashboards, productivity reports, quality measures, and key performance indicators; review data for accuracy and provide performance updates to the Director.
• Ensure urgent and routine medical-record requests, incoming documents, referrals, and prior authorizations are completed within established timeframes.
• Oversee accurate indexing, disclosure, and management of patient health information.
• Oversee external referral processing, documentation, patient outreach, authorization, follow-up, and referral closure.
• Assist staff with complex or escalated patient access, referral, and health-information concerns.
• Conduct quality audits and identify workflow gaps, training needs, performance concerns, and improvement opportunities.
• Assist in developing and maintaining policies, procedures, workflows, scripts, job aids, and training materials.
• Support implementation and adoption of new technology, workflows, and operational changes.
• Ensure compliance with organizational policies, regulatory requirements, privacy standards, and approved electronic health record workflows.
• Resolve or appropriately escalate concerns raised by patients, staff, providers, and sites.
• Promote teamwork, accountability, respectful communication, and patient-centered service.
• Participate in Patient Access projects, department meetings, and continuous-improvement initiatives.
• Adhere to agency policies, including confidentiality, the Employee Handbook, the Health Care Corporate Compliance Plan, Standards of Conduct, and applicable training and policies.
• Perform additional job-related tasks as needed.

Benefits

• Generous paid time off, including 12 paid holidays.
• 401(k) with a 100% employer match up to 5%.
• 12 weeks of fully paid parental leave for benefits-eligible employees after one year.
• Employer-subsidized medical, dental, vision, and gender-affirming care.
• Tuition reimbursement and licensure assistance.
• Benefits available for full-time and eligible part-time roles.
• Employment may qualify for federal Public Student Loan Forgiveness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed