Patient Access Manager

HCA Healthcare UK; London Borough of Southwark; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private Healthcare Insurance

Private pension contribution

Season Ticket Loan

Cycle to Work scheme

Electric car scheme

Group Life Assurance

Enhanced maternity/paternity pay

Job summary

HCA Healthcare UK is seeking a Patient Access Manager in London to lead a large patient-facing team, drive service excellence, and optimise revenue cycle across admissions to discharge. You will report to the Regional Patient Access Director and collaborate with hospital leadership to implement service strategies that improve patient experience while maintaining robust governance and financial controls.

The role emphasizes senior leadership, stakeholder engagement and the development of

Qualifications

• Senior management experience in healthcare or complex service environments.
• Experience leading operational teams through change and growth.
• Experience handling escalated complaints and sensitive situations.
• Budgets, KPIs, governance and financial controls experience.

Responsibilities

• Provide strategic leadership and operational oversight of all Patient Access services.
• Lead and develop Patient Access Leaders and wider teams, driving engagement and performance.
• Deliver an outstanding patient experience and ensure revenue capture processes.
• Manage regulatory compliance, budgets and audit requirements.
• Build relationships with patients, clinicians, insurers and hospital leaders.

Skills

Leadership

People management

Stakeholder management

Communication

Customer service mindset

Budgeting

Revenue cycle

Education

Degree-level education or equivalent

Tools

IT systems

Reporting tools

Job description

Patient Access ManagerLocation: LondonFull Time: 37.5 hours per week, Monday-FridayPermanentSalary: Competitive + Excellent BenefitsJoin HCA Healthcare UK as a Patient Access ManagerWe 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 RoleAs 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 DoProvide strategic leadership and operational oversight of all Patient Access servicesLead and develop Patient Access Leaders and wider teams, driving engagement, performance and succession planningDeliver an outstanding patient experience through a seamless patient journey and exceptional customer service standardsManage complex and escalated patient, consultant and stakeholder concerns, ensuring effective and timely resolutionsBuild strong relationships with patients, consultants, insurers, hospital leaders and corporate teamsDrive revenue cycle performance, ensuring accurate charging, billing, deposits and revenue capture processesMonitor departmental performance against KPIs, Service Level Agreements and audit requirementsLead workforce planning initiatives to ensure appropriate staffing levels and future service capabilityManage departmental budgets and expenditure effectivelyEnsure compliance with all regulatory, governance, audit and financial control requirementsIdentify opportunities for service improvement, innovation and operational efficienciesContribute as a key member of the Hospital Senior Management Team, supporting wider organisational objectives and business growthEssential ExperienceSignificant senior management experience within healthcare, hospitality, customer service, patient administration or another complex service environmentProven experience leading operational teams and managing people through change and growthExperience working directly with members of the public, patients or customers in a highly service-focused environmentDemonstrated ability to manage escalated complaints and sensitive situations professionally and effectivelyExperience managing budgets, performance metrics and service delivery outcomesStrong stakeholder management experience, including engagement with senior leaders and external partnersSkills and AttributesOutstanding leadership and people management skillsExceptional communication and interpersonal abilitiesStrong emotional intelligence, empathy and influencing skillsCommercial awareness with the ability to balance patient experience and operational performanceStrong analytical and problem-solving capabilitiesExcellent organisational skills with the ability to manage multiple prioritiesHigh levels of professionalism, integrity and accountabilityAdvanced IT and reporting skillsQualificationsDegree-level education or equivalent professional experienceRelevant management experience at senior team leader, manager or senior manager levelWhy HCA UK?Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Patient Access Manager, you’ll be eligible for:25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit youPrivate Healthcare Insurance for treatment at our leading hospitalsPrivate pension contribution which increases with length of serviceSeason Ticket Loan and Cycle to Work schemeBrand new Electric car scheme with Octopus EnergyGroup Life Assurance from day oneCritical illness coverEnhanced Maternity and Paternity payCorporate staff discount for all facilities including Maternity packages at The PortlandComprehensive range of flexible health, protection and lifestyle benefits to suit youDiscounts with over 800 major retailersCulture and valuesAt HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.The Wilmslow Hospital team also have an active social team who arrange celebrations inside and outside of work.Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:Unique and Individual: We recognise and value everyone as unique and individualKindness and compassion: We treat people with kindness and compassionHonesty, integrity and fairness: - We act with absolute honesty, integrity and fairnessLoyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignityReasonable adjustmentsWe believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.#LI-LC1