Manager Patient Access Services - Emergency Department

Texas Health Resources; Texas; On-site; USD 90,000 - 120,000; Full time

Job summary

Texas Health Resources is seeking a Manager of Patient Access Services for the Emergency Department at Texas Health Southwest. This role leads the patient access team, ensuring accurate registration, scheduling, and insurance verification across critical care flows.

The ideal candidate has 3+ years in patient access or billing with supervisory experience, ED familiarity, and a proven track record in staff development, process improvement, and high-reliability service delivery.

Qualifications

• Associate's degree required or equivalent experience.
• 3 years healthcare insurance, patient access or billing with supervisory/office management experience.
• Emergency Department experience strongly preferred.
• People management experience preferred.

Responsibilities

• Team Leadership and Development: recruits, hires, trains Patient Access staff and conducts performance evaluations.
• Operations Management: oversees workflows, staffing, and KPI performance; conducts quality audits.
• Customer Service and Patient Experience: fosters a positive patient journey and resolves inquiries promptly.
• Compliance and Financial Performance: ensures HIPAA compliance, reviews billing and financial protocols.
• Technology and Process Improvement: maintains expertise in Patient Access apps; promotes standardization and automation.
• Collaboration and Communication: liaises with other departments and leadership on system-wide initiatives.

Skills

Leadership

Communication

Organizational

Interpersonal

Critical thinking

Customer service

Patient advocacy

Bilingual Spanish

Education

Associate's Degree in Business Management or equivalent experience

Tools

Epic

Microsoft Office

Registration software

Job description

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 Excellence by Emergency Excellence and Texas Ten Step Member Mother Friendly Worksite.

Responsibilities

1. 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.


2. Operations Management: Oversees departmental workflows to ensure efficient operations and resource utilization. Monitors, meets and achieves performance measurements in accordance with 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.


3. 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.


4. 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.


5. 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.


6. 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 within 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. Learn more about our culture, benefits, and recent awards.

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