Patient Access PSR Manager

Description

We meet people where they are and partner with them on their journey towards wellness.

The destination for servant leaders to provide comprehensive and exceptional care.

• R – Respect
• I – Innovation
• S – Stewardship
• E – Excellence

The Patient Access PSR Manager is responsible for oversight and optimization of the scheduling, registration, and check-out functions within the PHS clinic environment. This role ensures a streamlined, high-quality patient access experience, drives operational accuracy (demographics, insurance, data capture), supports the revenue cycle by enabling accurate front-end processes, and leads the team toward service, compliance and performance goals.

• Driving results by taking initiative, managing execution, and holding self and others accountable to achieve goals, even in challenging circumstances.
• Understanding the business from the customer’s perspective, using key performance indicators to make informed decisions, and ensuring timely decisions that advance the organization.
• Engaging people through effective communication and building collaborative relationships across the organization.
• Holding oneself accountable by fostering trust, demonstrating self-awareness and self-development, and remaining flexible and adaptable.
• Maximize contribution to ensure meeting company strategic goals, key performance indicators or initiatives.

• Lead and manage the day-to-day operations of the patient access team (schedulers, registrars, check-out staff) across clinic sites.
• Develop, implement and refine standardized workflows for scheduling appointments, patient registration, and check-in/out processes.
• Ensure all patient demographic, insurance/eligibility, consent, and capture requirements are met at registration to support billing/reimbursement and minimize denials.
• Oversee appointment scheduling processes: manage triage scheduling requests appropriately, optimize provider/room resources, manage cancellations/reschedules, minimize no-shows, and monitor scheduling KPIs.
• Collaborate with department level leadership, clinic site staff, revenue cycle, and other departments to ensure operational efficiency with patient access processes and policies.
• Monitor and report key metrics (e.g., registration accuracy rate, schedule fill, patient wait times, collection capture, patient satisfaction scores) and drive improvement initiatives.
• Ensure compliance with regulatory requirements (HIPAA, state/federal patient access standards, payer policies) and internal policies in all aspects of access operations.
• Partner with HR and patient access training team to lead staffing, recruitment, training and development of the patient access team; set performance goals, conduct coaching, performance reviews, and manage corrective actions as needed.
• Act as subject matter expert for patient access systems (EHR scheduling modules, eligibility/insurance verification tools) and partner with IT and revenue cycle teams on system enhancements.
• Foster a patient-centric culture: ensure timely, courteous, accurate service at check-in and check-out; address patient/family escalations and identify trends for improvement.
• Participate in cross-functional process improvement initiatives (e.g., Lean, Six Sigma) to enhance access operations, reduce registration delays, and streamline check-out payment collection.
• Maintain awareness of industry trends, best practices and payer regulations related to patient access, and make recommendations for departmental improvements.

• Customer Service: Committed to increasing customer satisfaction, sets proper customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met.
• Communication: Understand and communicate effectively with others using a variety of contexts and formats, which include writing, speaking, reading, listening and interpersonal skills.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused…