Patient Access Manager

Make an impact from the very first moment of the patient journey.

We’re looking for a dynamic Patient Access leader who can bring together people, technology, operations, and strategy to create an exceptional experience for patients and team members. In this highly visible role, you’ll lead Patient Access operations across Admitting, Emergency Department Registration, Surgical Services Registration, Outpatient Registration, Operators, Outpatient Lab, and EKG services.

You’ll have the opportunity to develop high-performing teams, strengthen operational performance, and play an active role in revenue cycle initiatives. From optimizing Patient Access technology and staffing strategies to overseeing budgets, quality metrics, regulatory compliance, policies, and strategic initiatives, you’ll help ensure our teams have the tools and resources they need to succeed.

Just as importantly, you’ll champion a culture of service, accountability, collaboration, and continuous improvement. You’ll develop and cross-train staff, partner across facilities and clinic locations, and proactively address opportunities to improve the patient experience.

If you’re a strategic leader who understands that great patient care begins before the clinical visit even starts, this is an opportunity to make a meaningful impact.

As a Patient Access leader, you’ll play a critical role in creating a seamless experience for patients while ensuring our teams and operations perform at their best. You’ll lead daily registration and Patient Access functions while continuously looking for ways to improve workflows, strengthen performance, and deliver better outcomes.

In this role, you will:

• Lead and develop high-performing teams through coaching, mentoring, rounding, ongoing feedback, accountability, and performance management.
• Champion the patient experience by ensuring teams consistently provide timely, compassionate, and high-quality service throughout the Patient Access journey.
• Drive operational excellence by evaluating workflows, systems, and processes and identifying opportunities to increase efficiency, effectiveness, accuracy, and overall outcomes.
• Oversee key Patient Access functions, including registration, insurance eligibility and verification, authorizations, financial counseling, pre-service estimates, and collections.
• Ensure registration accuracy and quality by monitoring patient information, conducting work queue and documentation audits, identifying errors and trends, and providing actionable feedback to employees and leaders.
• Keep operations moving by monitoring work queues, patient volumes, staffing levels, labor hours, payroll, and department expenses while balancing excellent patient service with responsible resource management.
• Build a knowledgeable and flexible team by ensuring employees receive appropriate orientation, training, annual competencies, certifications, licensure support, and cross-training.
• Maintain regulatory and operational compliance by staying current on requirements and healthcare trends involving registration, insurance verification, reimbursement, collections, claims denials, and Patient Access operations.
• Partner across the organization with Emergency Department, Inpatient, Outpatient, Ambulatory Surgical Center, Revenue Cycle, Patient Financial Services, Case Coordination, Information Technology, and Payer Contracting leaders to solve problems and improve processes.
• Address complex patient and insurance concerns, collaborating with Payer Contracting and insurance representatives when additional support or resolution is needed.
• Turn data into action by using audits, patient experience results, benchmarking, and 90-day action plans to identify opportunities and drive measurable improvement.
• Bring the Carle Experience to life by setting clear expectations, modeling accountability, and creating an environment where employees understand how their work impacts patients and the organization.

This is an opportunity for a collaborative, results-driven leader who enjoys developing people, improving processes, and creating an exceptional experience for patients from the very beginning of their healthcare journey.

Certifications: Certified Healthcare Access Manager (CHAM) within 2 years - National Association of Healthcare Access Management (NAHAM)

Education: Bachelor's Degree: Related Field

Work Experience:3-5 years