Job Description

Title: Patient Access Manager

Department: Operations

Reports To: Director of Operations

FLSA Status: Exempt

Location: Dunn Rd / Town & Country

Position Summary

The Patient Access Manager is responsible for optimizing and overseeing all aspects of patient access across the organization -- ensuring that patients can easily schedule and receive timely care through phone, digital, and recall channels. This role manages physician schedules, oversees centralized scheduling and patient communication workflows, and leverages data and technology-driven processes to improve efficiency and the patient experience.

The Patient Access Manager partners closely with physicians, office managers, and leadership to ensure scheduling practices align with organizational goals for patient satisfaction, clinical access, and operational performance.

Key ResponsibilitiesPatient Access & Scheduling Management

Oversee all patient scheduling operations, including inbound calls, online requests, recall lists, and digital scheduling platforms.

Develop and maintain efficient scheduling templates that balance provider productivity and patient access.

Partner with physicians and clinical leaders to ensure appointment types, durations, and slot utilization support organizational access goals.

Implement and monitor protocols for managing high-demand appointment types, urgent add-ons, and same-day scheduling.

Coordinate and monitor centralized call center workflows to ensure timely response to patient inquiries and appointment requests.

Technology and System Optimization

Oversee scheduling and patient communication technologies to ensure efficiency, accuracy, and a positive patient experience.

Identify opportunities to streamline scheduling and communication workflows through system enhancements or improved processes.

Collaborate with Operations to implement and scale digital access solutions, including online scheduling and patient self-service tools.

Ensure all patient access systems are optimized for data accuracy, usability, and integration with clinical operations.

Performance Metrics & Reporting

Track, analyze, and report patient access performance metrics, including:

Call volume and abandonment rates

Average speed to answer

Schedule utilization and open slot percentage

Appointment lead times by procedure

Recall and reschedule completion rates

Present monthly and quarterly access reports to leadership and physician groups, identifying trends, barriers, and actionable improvements.

Develop and monitor KPIs aligned with organizational goals for patient access and experience.

Leadership & Collaboration

Lead and develop the Patient Access Team, fostering a culture of service, collaboration, and accountability.

Partner with Office Managers and Clinical Directors to align scheduling practices across all locations.

Collaborate with Revenue Cycle to ensure accurate appointment capture and minimize no-shows.

Serve as liaison between patient care teams, IT, and leadership for all access-related initiatives.

Develop and implement training for front-line staff on patient communication, scheduling accuracy, and system use.

QualificationsEducation and Experience

Bachelor's degree in Healthcare Administration, Business, or related field required (Master's preferred).

3-5 years of progressive experience in patient access, scheduling, or call center management within a healthcare setting.

Proven experience implementing technology-based access improvements and system optimization.

Familiarity with EMR/EHR scheduling systems (e.g., Veradigm, Allscripts, Epic) and patient communication platforms.

Skills and Competencies

Strong analytical and reporting skills; ability to interpret data and communicate actionable insights.

Exceptional leadership and interpersonal communication skills.

Comfortable working with physicians and executive leaders to balance operational and clinical goals.

Knowledge of healthcare access best practices, scheduling optimization, and patient experience principles.

Forward-thinking mindset with a focus on continuous improvement and operational excellence.

Key Performance Indicators (KPIs)

Average Call Abandonment Rate ? 5%

Average Time to Answer ? 60 seconds

Appointment Utilization ? 90%

Patient Access Lead Time ? 10 days (average)

Recall Conversion Rate ? 75%

Patient Satisfaction (Access Experience) ? 90%

Core Values Alignment

Patient-Centered: Ensures every access process supports timely, compassionate patient care.

Collaborative: Works across departments to create unified, efficient scheduling practices.

Innovative: Champions modern systems and process improvements that enhance access management.

Accountable: Uses data to drive continuous improvement and transparent reporting.

We offer a competitive salary and benefits package tailored to the right candidate.

Job Type: Full-time

Benefits:

401(k) AD&D insurance Adoption assistance Dental insurance Employee assistance program Flexible spending account Free parking Health insurance Health savings account Life insurance On-the-job training Paid jury duty Paid orientation Paid time off Paid training Referral program Tuition reimbursement Vision insurance
Work Location: In person