Patient Access Manager

HCA Healthcare UK; City of Westminster; Sur place; GBP 70 000 - 110 000; Plein temps

Résumé du poste

HCA Healthcare UK is seeking a Patient Access Manager in London to lead a hospital-based Patient Access team and drive exceptional patient experiences from admission through discharge.

The role requires substantial operational leadership, strong customer focus, and a track record of managing large teams in fast-paced environments. You will engage with patients, clinicians, insurers and senior leaders to deliver service excellence and robust revenue capture.

Qualifications

• Significant senior management experience within healthcare, hospitality, customer service or complex service environments.
• Proven experience leading operational teams and managing people through change and growth.
• Experience working directly with the public, patients or customers in a highly service-focused environment.
• Demonstrated ability to manage escalated complaints and sensitive situations professionally.
• Experience managing budgets, performance metrics and service delivery outcomes.
• Strong stakeholder management experience, including interactions with senior leaders and external partners.

Responsabilités

• Provide strategic leadership and operational oversight of all Patient Access services
• Lead and develop Patient Access Leaders and wider teams, driving engagement, performance and succession planning
• Deliver an outstanding patient experience through a seamless patient journey and exceptional customer service standards
• Manage complex and escalated patient, consultant and stakeholder concerns, ensuring effective and timely resolutions
• Build strong relationships with patients, consultants, insurers, hospital leaders and corporate teams
• Drive revenue cycle performance, ensuring accurate charging, billing, deposits and revenue capture processes
• Monitor departmental performance against KPIs, SLAs and audit requirements
• Lead workforce planning initiatives to ensure appropriate staffing levels and future service capability
• Manage departmental budgets and expenditure effectively
• Ensure compliance with all regulatory, governance, audit and financial control requirements
• Identify opportunities for service improvement, innovation and operational efficiencies
• Contribute as a key member of the Hospital Senior Management Team, supporting wider organisational objectives and business growth

Connaissances

Leadership

Communication

Emotional intelligence

Commercial awareness

Analytical

Organisational skills

Professionalism

IT & reporting

Formation

Degree-level education or equivalent

Description du poste

Patient Access Manager
Location: London
Full Time: 37.5 hours per week, Monday-Friday
Permanent
Salary: Competitive + Excellent Benefits

Join HCA Healthcare UK as a Patient Access Manager

We are seeking an accomplished and highly motivated Patient Access Manager to lead one of our hospital-based Patient Access teams within HCA Healthcare UK.

This is a senior leadership opportunity for an individual with substantial operational management experience, a strong customer-focused mindset, and a proven track record of leading large teams in complex, fast-paced environments. The successful candidate will play a critical role in delivering an exceptional patient experience, ensuring robust revenue cycle performance, and driving service excellence across all patient-facing access functions.

The role requires an experienced manager who is confident engaging with patients, visitors, consultants, healthcare professionals, insurers and senior operational leaders. You will be responsible for developing high-performing teams whilst ensuring every patient receives a seamless and professional journey from admission through to discharge.

About the Role

As Patient Access Manager, you will provide strategic and operational leadership for all Patient Access functions within the hospital. Reporting to the Regional Patient Access Director, you will work closely with the Hospital Senior Leadership Team to develop and implement service strategies that support organisational objectives, maximise revenue capture, and continually enhance the patient experience.

You will lead a sizeable patient-facing team, oversee regulatory compliance, manage departmental budgets, and build effective working relationships with both internal and external stakeholders.

Most importantly, you will champion a culture of excellence where patients receive world-class customer service and colleagues are empowered to deliver their very best every day.

What You'll Do

• Provide strategic leadership and operational oversight of all Patient Access services
• Lead and develop Patient Access Leaders and wider teams, driving engagement, performance and succession planning
• Deliver an outstanding patient experience through a seamless patient journey and exceptional customer service standards
• Manage complex and escalated patient, consultant and stakeholder concerns, ensuring effective and timely resolutions
• Build strong relationships with patients, consultants, insurers, hospital leaders and corporate teams
• Drive revenue cycle performance, ensuring accurate charging, billing, deposits and revenue capture processes
• Monitor departmental performance against KPIs, Service Level Agreements and audit requirements
• Lead workforce planning initiatives to ensure appropriate staffing levels and future service capability
• Manage departmental budgets and expenditure effectively
• Ensure compliance with all regulatory, governance, audit and financial control requirements
• Identify opportunities for service improvement, innovation and operational efficiencies
• Contribute as a key member of the Hospital Senior Management Team, supporting wider organisational objectives and business growth

Essential Experience

• Significant senior management experience within healthcare, hospitality, customer service, patient administration or another complex service environment
• Proven experience leading operational teams and managing people through change and growth
• Experience working directly with members of the public, patients or customers in a highly service-focused environment
• Demonstrated ability to manage escalated complaints and sensitive situations professionally and effectively
• Experience managing budgets, performance metrics and service delivery outcomes
• Strong stakeholder management experience, including engagement with senior leaders and external partners

Skills and Attributes

• Outstanding leadership and people management skills
• Exceptional communication and interpersonal abilities
• Strong emotional intelligence, empathy and influencing skills
• Commercial awareness with the ability to balance patient experience and operational performance
• Strong analytical and problem-solving capabilities
• Excellent organisational skills with the ability to manage multiple priorities
• High levels of professionalism, integrity and accountability
• Advanced IT and reporting skills
• Qualifications
• Degree-level education or equivalent professional experience
• Relevant management experience at senior team leader, manager or senior manager level

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world's l