Manager, Patient Access

PRIMARY FUNCTION:

The Manager, Patient Access oversees assigned Patient Access team(s), resources, and daily operations while supporting enterprise-wide Epic work queue oversight, access integrity, and revenue risk mitigation. This role ensures accurate and timely registration, insurance verification, authorization, billing edit resolution, financial clearance, and claim progression. The manager promotes operational consistency, appropriate reimbursement, point-of-service collections, and optimal patient experience in alignment with Christiana Care's commitment to Love and Excellence.

SCHEDULE
- Monday-Friday 8:00am-4:30PM. Ability to travel locally to any Christiana Care Health System campus. On Call rotation required.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Staff Management and Leadership

• Lead, mentor, develop, and evaluate team of operational performance and quality specialists to promote analytical thinking, continuous improvement, collaboration, and professional development
• Establish performance expectations, monitor productivity and quality, conduct performance evaluations, and support ongoing coaching and development
• Foster a culture of accountability, innovation, data-driven decision making and continuous learning
• Facilitate routing team meetings to communicate organizational priorities, performance trends, improvement initiatives,

Operational Oversight

• Manage the enterprise operational performance and quality function supporting registration and authorization processes across the organization
• Oversee daily analytical operations, workload prioritization, and resource allocation to ensure timely identification, investigation, and resolution of operational issues.
• Develop, standardize, and continuously improve methodologies for monitoring performance
• Collaborate with operational leaders to implement and sustain process improvements that improve quality and efficiency, and financial performance.

• Provides clear channels of communication, delegation, and accountability within the Patient Access Department for effective supervision, problem solving and ongoing enhancement of the admission/registration process.
• Works with Information Systems on enhancements and implementation of systems.
• Proactively engages and collaborates closely with Patient Access Business Analysts for all business and system process changes, improvements or implementations.
• Coordinates with Human Resources to fill vacant positions in a timely manner.
• Interviews, recruits, develops, and retains qualified team members.
• Engages in frequent interactions and conflict resolution with patients, operations and clinical staff. Must be able to communicate to all levels of the Enterprise in a professional and comprehensive manner.
• Ensures hospital protocols for emergency preparedness, computer downtime and environments of care/safety are adhered to.
• Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.
• Perform patient registration function when needed to ensure wait times are kept to a minimum.

Enterprise Epic Work Queue Oversight and Access Integrity

• Provide enterprise-wide oversight of Epic work queues related to Patient Access, registration, scheduling, insurance verification, authorization, financial clearance, billing edits, and claim progression.
• Monitor work queue volumes, aging, trends, and backlogs to proactively identify access-related barriers that may delay billing, claims submission, reimbursement, or overall revenue cycle performance.
• Lead centralized mitigation efforts for high-impact work queue issues, ensuring timely resolution of registration, coverage, eligibility, authorization linkage, timing, and system-related workflow errors.
• Serve as an operational…