Manager, patient access

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Job Description Summary:

The Manager of Patient Access - Patient Service Center provides strategic and operational leadership for centralized patient scheduling and pre-registration services within a high-volume contact center. The role is responsible for promoting timely, accurate, and convenient access to care while maintaining strong standards for customer service, registration accuracy, operational efficiency, and financial performance. This includes balancing patient access needs with effective staffing, standardized workflows, technology, and operational resources to support reliable service delivery.

The role provides oversight of referral management and pre-registration processes across the OhioHealth system, helping ensure patients move efficiently from referral through scheduling and registration. Responsibilities include scheduling, pre-registration, insurance verification, collections, customer service, financial operations, budgeting, and ancillary patient flow. The manager supports consistent standard work, identifies barriers that may delay access, and serves as a key resource for internal and external customers to help create a seamless, patient-centered experience.

The manager also leads daily contact center operations and is accountable for building a high-performing, engaged team. This includes coaching and developing team members, establishing clear expectations, monitoring service, quality, productivity, and financial performance metrics, and using data to identify opportunities for improvement. In partnership with clinical, revenue cycle, and operational leaders, the manager advances process improvements, standardization, automation, and other solutions that strengthen access, improve efficiency, and enhance the overall patient experience.

Responsibilities And Duties:

All employees are expected to perform all other duties as assigned.

• 10% Quality Assurance 1. Ensures QA process to include periodic evaluations of individual user s is in place for hospital registration site; ensures accurate registration information, including MSPQ. 2. Achieves QA targets for site. Develops and implements action plans for unfavorable variances. 3. Regularly communicates QA actual results and targets to Revenue Cycle, Finance and Operational Leadership.
• 20% Creates registration staffing patterns to maximize resources, reflect optimum skill mix and resource utilization planning in order to support the organization's balanced scorecard and productivity benchmarks. Ensures staff is adequately trained in both systems and processes.
• 10% Reviews and monitors appropriate Standard reports as well as specific SQL edit and diagnostic reports for the facility. Takes actions as necessary to address process and timeliness issues.
• 20% Develops and maintains relationships with facility departments and administrative leadership to reflects an atmosphere of openness and responsiveness to issues and information requests. Develops annual operating expense and capital budgets to reflect and support organization's allocation limits.
• 20% Keeps Hospital and Revenue Cycle Leadership updated and informed regarding results, process changes and initiatives. Challenges current processes/reports and create processes/reports to improve Revenue Cycle performance. Works with Medical Records and Patient Accounts regarding process issues.
• 10% Develops staff and maintains quality of WorkLife; e. g. , maintain department reward/recognition program, holding regular staff and management team member meetings.
• 10% Maintains knowledge of all system applications required to support Patient Access operations, including support of STI's and upgrades; Physician Master privilege options and legal requirements, and appropriate software applications e. g. Excel. The major duties, responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by employees in this job. Employee is expected to all perform other duties as requested by supervisor.

As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.

The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

Minimum Qualifications:

Bachelor's Degree (Required)

Additional Job Description:

MINIMUM QUALIFICATIONS Bachelor's Degree Field of Study: Business Field of Study: related field. Years of experience: 1-2 years

SPECIALIZED KNOWLEDGE

Bachelor of science in Business Administration or related field from four-year college or university; or one to two years related Experience and/or training; or equivalent combination. Contact Center management experience strongly encouraged.

DESIRED ATTRIBUTES

• Contact Center Operations
• Strong People Leader
• Operationally Strong
• Collaborative
• Patient-Centered Leadership
• Data-Driven Decision Maker
• Quality & Compliance Focused
• Continuous Improvement Mindset

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

Patient Contact Center

Join us!

• ... if your passion is to work in a caring environment
• ... if you believe that learning is a life-long process
• ... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment.