Manager Patient Access Services - Emergency Department

Texas Health Resources; Fort Worth (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Texas Health Resources is seeking a dynamic Manager of Patient Access Services for the Emergency Department at Texas Health Southwest in Fort Worth, TX. This leadership role oversees patient access workflows, staffing, and performance to ensure smooth registrations, billing, and insurance verification for a high-volume 43-bed ED.

You will lead a multi-disciplinary team, mentor staff, monitor KPIs, and drive process improvements while ensuring HIPAA compliance and exceptional patient experience.

Qualifications

• Associate's Degree in Business Management or equivalent experience required.
• 3+ years in healthcare insurance, patient access or billing with supervisory/office management experience.
• Emergency Department experience strongly preferred.
• CHAA/CHAM certifications preferred; CPI training required.

Responsibilities

• Recruits, hires, and trains Patient Access staff to align with goals.
• Oversees workflows and staffing to meet volume and KPI targets.
• Ensures compliant registration, scheduling, billing, and insurance verification.
• Resolves complex operational or customer service issues.
• Drives process improvements and high reliability outcomes.
• Maintains liaison with other departments and leadership.

Skills

People management

Leadership

Communication

Problem solving

Empathy

Multitasking

Education

Associate's Degree Business Management or equivalent experience

Tools

Epic

Microsoft Office Suite

Financial/registration software

Job description

26011104

Manager Patient Access Services – Emergency Department

Are you looking for a rewarding career with top-notch benefits? We are looking for a qualified Leader like you to join our Texas Health family.

Position Highlights

• Work location: Texas Health Southwest
• Core Work hours: Monday – Friday; 8:00a-5:00p;

At Texas Health Southwest and Texas Health Clearfork, we operate as one hospital across two locations, proudly serving Fort Worth, Benbrook, Crowley, Aledo, Granbury, and the surrounding southwest Fort Worth communities since 1987. Our 261-bed, full-service hospital provides convenient access to care for patients across Tarrant County.

Our specialties include surgical services, orthopedics, imaging, and adult critical care. We also offer a 24-hour emergency department and are certified as a Primary Heart Attack Center, Primary Stroke Center, Level III Trauma Center, Level III Maternal Center, Level III Neonatal Center, and a nationally accredited facility for Breast care, as well as Total Hip and Total Knee Replacement.

Texas Health Southwest has earned Magnet designation, a CMS 4-Star rating, recognition as a top hospital by U.S. News & World Report, recognition as Premier's 100 Top Hospitals, a Press Ganey Guardian of Excellence for Patient Experience – Outpatient Services award, and multiple STEMI/NSTEMI care awards.

Our experienced and compassionate multi-disciplinary team in our Emergency Department cares for roughly 200+ patients per day on our 43-bed unit.

We are a Magnet designated facility, Joint Commission certified in chest pain, heart failure and stroke, Emergency Center of Excellency by Emergency Excellence and Texas Ten Step Member Mother Friendly Worksite.

The PAS Manager Has The Following Duties And Responsibilities

Team Leadership and Development

Recruits, hires, and trains Patient Access staff to ensure alignment with organizational goals.

Conducts regular performance evaluations and provides developmental opportunities for employees.

Mentors and develops staff through goal-setting, coaching, and succession planning.

Addresses performance and behavioral issues with actionable feedback.

Active and engaged to achieve top percentile outcomes within the PAS division for employee

Operations Management

Oversees departmental workflows to ensure efficient operations and resource utilization. Monitors, meets and achieves performance measurements in according to entity KPIs and PAS dashboards

Manages daily schedules, ensuring adequate staffing coverage to meet volume demands and balance productivity impact.

Conducts quality audits to maintain compliance with registration, scheduling, billing, and insurance verification standards.

Serves as a point of escalation and resolution of complex operational or customer service issues.

Customer Service and Patient Experience

Fosters a positive patient journey by modeling customer service excellence and ensuring staff adherence to service standards.

Responds to patient and family inquiries or complaints promptly, ensuring timely resolutions.

Collaborates with clinical and administrative teams to enhance service quality and patient satisfaction.

Compliance and Financial Performance

Ensures adherence to regulatory guidelines, including HIPAA, payer requirements, and hospital policies.

Monitors financial performance, including up-front collections and adherence to financial assistance protocols.

Supports budget preparation and expense control, including overtime management and cost-efficiency measures.

Technology and Process Improvement

Develops and maintains expertise in Patient Access applications and technologies, ensuring effective use by staff.

Analyzes performance data to identify and address trends or workflow opportunities.

Implements and promotes process standardization, automation, and best practices to improve efficiency.

Acts as a change agent, implements improvement for service and RC performance with focus on achievement and high reliability outcomes.

Collaboration and Communication

Acts as a liaison between Patient Access and other departments, ensuring alignment with organizational goals.

Represents the department and entity in system-wide initiatives, committees, and workgroups.

Maintains proactive communication with leadership, staff, and internal/external stakeholders.

Education

Associate's Degree Business Management or equivalent experience (3 Years) Required

Experience

3 Years Healthcare insurance, patient access or billing (must include Supervisory or Office Management experience) Required

Emergency Department Experience Strongly Preferred

People Management Experience Preferred

Licenses and Certifications

CHAA - Certified Healthcare Access Associate Upon Hire Preferred

CHAM - Certified Healthcare Access Manager Upon Hire Preferred

CPI - Crisis Prevention Intervention Training Maintained Annually with in 90 Days Required

Skills

Tech-savvy and proficient in Epic, Microsoft Office Suite, and financial/registration software.

Strong leadership, communication, organizational, interpersonal and critical-thinking skills with a focus on customer service and patient advocacy

Ability to analyze insurance coverage, explain benefits, and solve billing issues with confidence

Strong problem-solving and critical-thinking abilities, especially in high-pressure situations.

Comfortable multi-tasking in a fast-paced environment while maintaining attention to detail.

Ability to work with diverse patient populations and show empathy in sensitive financial discussions.

Ability to remain composed and decisive in high-stress or complex situations.

Commitment to continuous improvement, accountability, and service excellence.

Bilingual (Spanish) Preferred, But Not Required.

Why Texas Health?

At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.

As part of the Texas Health family and its 28,000+ employees, we’re one of the largest employers in the Dallas Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding. Come be a part of our exceptional team as we improve the health of the people in our communities every day. You belong here.