Patient Access Operations Manager

Duke Clinical Research Institute; Raleigh (NC); On-site; USD 65,000 - 85,000; Full time

Job summary

Duke Eye Center of Raleigh is seeking a Service Access Manager to oversee front-end service access operations and lead scheduling, registration, and patient flow to ensure efficient access and a positive patient experience.

The role involves supervising staff, coordinating with clinical leadership, and ensuring compliance with HIPAA and Joint Commission standards while contributing to budgeting and process improvement initiatives.

Qualifications

• Six years of progressively responsible experience in a healthcare setting required.
• Strong verbal and written communication skills.
• Demonstrated ability to lead, supervise, develop, and maintain effective working relationships with staff and multidisciplinary teams.
• Strong organizational, prioritization, problem-solving, and customer service skills.
• Experience with data entry, spreadsheets, databases, and presentation software.
• Knowledge of medical terminology and healthcare operations.
• Ability to analyze operational and performance data and implement appropriate action plans.
• Ability to develop and apply departmental policies, procedures, and workflows.
• Knowledge of situational leadership principles and general accounting practices.
• Experience managing patient access functions, including scheduling, registration, financial services, and patient flow, preferred.

Responsibilities

• Supervise front-end service access operations, including scheduling, registration, check-in, check-out, financial services, and patient flow.
• Provide leadership to service access staff, including hiring, onboarding, training, scheduling, performance management, coaching, and staff development.
• Plan daily staffing assignments and workflows for appropriate coverage and efficient utilization of staff, space, and clinic resources.
• Partner with physicians, clinical leadership, and administrative teams to resolve issues related to patient access, scheduling, and patient experience.
• Monitor departmental and staff performance through data and reports, identify trends or opportunities for improvement, and develop action plans.
• Develop, implement, and maintain workflows, policies, and procedures that promote efficient operations, patient-centered service, and appropriate resource utilization.
• Address and resolve patient and visitor concerns while supporting a high standard of customer service.
• Ensure compliance with Duke Health policies, HIPAA, Joint Commission requirements, financial controls, cash management procedures, and other regulatory standards.
• Participate in departmental budgeting, expense monitoring, cost-saving initiatives, and operational planning.
• Represent the clinic with internal and external partners and participate in committees and improvement initiatives.
• Perform other related duties as assigned.

Skills

Strong communication

Leadership

Organizational skills

Problem-solving

Customer service

Data analysis

Data entry / spreadsheets

Presentation software

Healthcare operations knowledge

Policy development

Education

High school diploma

Bachelor's degree preferred

Associate's degree may substitute for two years

Bachelor's degree may substitute for four years

Tools

Excel

Databases

Presentation software

Spreadsheets

Job description

Duke Eye Center of Raleigh is seeking a Service Access Manager to oversee front-end service access operations and lead scheduling, registration, and patient flow to ensure efficient access and a positive patient experience.

The role involves supervising staff, coordinating with clinical leadership, and ensuring compliance with HIPAA and Joint Commission standards while contributing to budgeting and process improvement initiatives.