Patient Access Manager

BASIC FUNCTION The Patient Access Manager is responsible for the day-to-day operational management and performance execution of all patient access functions within an assigned region, encompassing multiple clinic sites and patient access staff. This role ensures that patient access workflows are implemented consistently, efficiently, and in alignment with organizational policies, access standards, and performance expectations established by the Patient Access Director.

The Manager serves as the primary operational leader for front-end access functions at the regional level, supporting access to care, patient satisfaction, revenue integrity, and compliance with FQHC and HRSA requirements.

PRIMARY RESPONSIBILITIES AND DUTIES Patient Access Operations Provide direct operational oversight of patient access functions across assigned clinics, including scheduling, registration, insurance verification, check-in, check-out, and front desk workflows.

Ensure consistent implementation of patient access policies, procedures, and workflows as established by the Patient Access Director.

Identify operational barriers to access, patient flow inefficiencies, and front-end workflow challenges; implement corrective actions at the clinic and regional level.

Serve as the primary escalation point for complex or sensitive patient access issues within the region, resolving concerns promptly and professionally.

Conduct regular site visits to ensure operational consistency, staff adherence to standards, and alignment with organizational expectations.

Staff Leadership, Training & Performance Management Directly manage patient access supervisors and/or frontline staff across multiple clinic locations within the assigned region.

Ensure appropriate staffing coverage and scheduling to meet clinic demand, extended hours, and access goals.

Lead onboarding, training, cross-training, and competency development for patient access staff in collaboration with the Patient Access Director, Revenue Cycle, and Training Department.

Conduct performance evaluations, coaching, and corrective action in partnership with Human Resources.

Promote a culture of accountability, teamwork, professionalism, empathy, and customer service excellence across patient access teams.

Identify high-potential staff and support leadership development and succession planning efforts.

Access, Productivity & Patient Experience Management Monitor regional/clinic patient access performance metrics, including appointment availability, registration accuracy, wait times, no-show rates, and patient satisfaction indicators.

Support the Director’s access strategies by implementing operational initiatives to improve same-day access, continuity of care, and preventive care scheduling.

Collaborate with leadership to optimize scheduling templates, provider availability, and front desk workflows to improve access and patient flow.

Lead service recovery efforts related to access complaints, scheduling issues, or registration errors, ensuring timely resolution and patient-centered communication.

Revenue Cycle Support & Front-End Financial Integrity Ensure accurate and timely insurance verification, eligibility validation, and authorization processes across assigned clinics.

Oversee front-end data accuracy to support clean claims, reduce denials, and improve revenue cycle performance.

Ensure consistent application of policies related to patient demographics, payer data collection, and point-of-service payments.

Partner with Revenue Cycle and Finance teams to identify trends related to registration errors, eligibility failures, and front-end denials.

Reinforce patient affordability principles while supporting financial sustainability and compliance with FQHC requirements.

Quality,…