Manager, Patient Access

Berger Health System; United States; On-site; USD 95,000 - 125,000; Full time

Job summary

OhioHealth is seeking a Manager of Patient Access - Patient Service Center to lead centralized scheduling, pre-registration, and contact center operations across our system. You will drive strategic and operational initiatives to improve access, reliability, and patient experience, working with clinical and revenue-cycle leaders.

The role emphasizes staffing optimization, QA, budgeting, and data-driven decisions to reduce delays and improve financial performance while maintaining HIPAA and

Qualifications

• Bachelor's degree in business or related field is required.
• 1-2 years of contact center experience is preferred.
• Specialized knowledge in healthcare scheduling, registration, HIPAA, and revenue-cycle processes.

Responsibilities

• Provide strategic and operational leadership for centralized patient access.
• Manage staffing, QA, and performance metrics to improve access and efficiency.
• Develop budgets and collaborate with clinical and revenue-cycle leaders.

Skills

Contact Center Management

Data-Driven Decision Making

Operational Leadership

Team Development

Education

Bachelor's Degree in Business Administration or related field

1-2 years of experience in contact center management

Tools

Excel

Job description

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:

Experience managing high-volume contact center operations Demonstrated understanding of healthcare scheduling and pre-registration processes Knowledge of healthcare registration, insurance verification, HIPAA, and revenue-cycle processes Demonstrated experience using operational data and performance metrics to manage teams. Contact Center Operations 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 WE Are Inspired to Do Our Best.

Company Culture

OhioHealth is a nationally recognized, innovative healthcare system delivering world-class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow. We are a unique organization in the healthcare field. Our model system of facilities encompasses a wide scope of expertise and care. For professionals, we are a place where people committed to doing their best are given the tools and resources to accomplish our mission every single day. OhioHealth is recognized as a Great Place to Work CertifiedTM organization. The Great Place to Work® is a global authority on high-trust, high-performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision ̶ to be an organization "where people want to work."