Patient Access Manager
Borland Groover, Killarney Shores, FL, United States
Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover, and find your values aligning with ours, apply to join our team!
POSITION SUMMARY
We are seeking a highly motivated and experienced Patient Access Manager to oversee and optimize the performance of our patient access operations. The ideal candidate is a leader focused on optimizing patient intake, registration, and access processes. By combining managerial, technical, and interpersonal skills, they ensure patients receive timely, accurate, and compassionate care while maintaining compliance with healthcare regulations and supporting the organization’s operational goals.
ESSENTIAL JOB FUNCTIONS
Oversee Patient Access Operations managing the daily operations of patient registration and scheduling, ensuring accuracy in demographic and insurance data collection.
Lead and manage the patient access team, conduct performance evaluations and foster professional development.
Ensure all activities adhere to healthcare regulations, including HIPAA and maintain data integrity.
Oversee insurance verification and pre-authorization processes to support revenue cycle and ensure claims are processed correctly.
Implement strategies to enhance operational performance, meet service level agreements (SLAs), and drive continuous improvement based on KPI goals.
Develop and monitor key performance metrics to measure staff performance and operations functions.
Foster a positive and collaborative work environment, promoting teamwork, and providing guidance and support to team members.
Participates in quality improvement projects and leads efforts in continuous improvement.
Provide regular feedback and coaching to Team Leads, recognizing achievements, and addressing areas for improvement.
Identify training needs and coordinate ongoing professional development programs for staff.
Responsible for meeting payroll schedule requirements so that payroll is distributed on time.
Optimize the use of contact center software, EMR systems, patient management software, and other tools to improve operational efficiency.
Stay informed about advancements in technology and implement relevant solutions.
Generate and analyze reports on performance, identifying trends, and making data-driven recommendations for improvement. Advanced Excel skills, including complex calculations, data analysis, and creation of charts/visuals for reporting and presentations.
Provide regular updates to senior management on operational achievements and challenges.
Monitors and measures current compliance standards.
Develops staff in a way that aligns with the Company's vision and values.
ADDITIONAL RESPONSIBILITIES
Must follow the organization’s Code of Conduct.
Performs other related duties as assigned.
COMPETENCIES
Communication - Exhibits active listening and excellent comprehension skills. Clearly and concisely expresses thoughts and ideas in verbal or written form. Maintain an open line of communication with providers, patients, and managers to ensure patient needs are appropriately addressed. Selects and uses appropriate communication methods.
Critical Thinking and Problem Solving - The ability to handle complex situations in the workplace and calmly develop creative solutions. Work through challenging situations and follow through to resolution. Anticipate patient needs and manage patient expectations of care delivery.
Compassion - Exhibits empathy and a desire to take action to address the patient's needs. Communicate with patients in a warm and sincere manner. Have a strong desire to be of service to others.
Time Management - The ability to plan your duties ahead of time and leverage technology to work efficiently. Effectively prioritize tasks and manage workload to ensure completion within appropriate timelines.
Collaboration - Exhibiting interpersonal skills, working with others, building trust and communication to cultivate the ideal patient experience. Interact and cooperate with diverse multidisciplinary teams to coordinate patient care.
GENERAL QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
In-depth knowledge of contact center operations, patient access, technologies, and best practices.
Excellent leadership and interpersonal skills with the ability to motivate and engage teams.
Analytical mindset with the ability to interpret and act on data insights.
Proficient in using contact center and practice management software and related technologies.Generate and analyze reports on performance, identifying trends, and making data-driven recommendations for improvement. Advanced Excel skills, including complex calculations, data analysis, and creation of charts/visuals for reporting and presentations.
Ability to thrive in a fast-paced and dynamic work environment.
Mediation and negotiation skills to handle complex situations and conflicts.
Must be able to prioritize tasks and work efficiently as part of a team.
EDUCATION AND EXPERIENCE
Bachelor’s degree in business administration, management, or a related field. Master’s degree is a plus.
Proven experience (5+ years) in a managerial role within a contact center or patient access environment.
Familiarity with healthcare regulations and insurance billing practices.
Strong leadership, communication, and organizational skills are essential.
Experience with managing Business Process Outsourcing (BPO) preferred.
WORKING CONDITIONS
This position typically operates in an office environment but may also involve remote work or on-site support visits as needed.
Normal work schedule is Monday through Friday from 8am to 5pm with occasional evenings, weekends or holidays to accommodate customer needs or support requirements.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Physical Demands
Heavy lifting: marginal
Pushing/Pulling: marginal
Repetitive motion: marginal
Reaching: marginal
Emotional Demands
Intense customer interaction: essential
Mental/Sensory Demands
Health Insurance
Vision Insurance
401K Retirement Plan
Life Insurance
Short- and Long-term disability
Profit Sharing
Supplemental Insurance
Education and Tuition Reimbursement funding
Employee Assistance Program (EAP)
Paid Time Off (PTO)
Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We thank all applicants for their interest. However, only those selected for an interview will be contacted.
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POSITION SUMMARY
We are seeking a highly motivated and experienced Patient Access Manager to oversee and optimize the performance of our patient access operations. The ideal candidate is a leader focused on optimizing patient intake, registration, and access processes. By combining managerial, technical, and interpersonal skills, they ensure patients receive timely, accurate, and compassionate care while maintaining compliance with healthcare regulations and supporting the organization’s operational goals.
ESSENTIAL JOB FUNCTIONS
Oversee Patient Access Operations managing the daily operations of patient registration and scheduling, ensuring accuracy in demographic and insurance data collection.
Lead and manage the patient access team, conduct performance evaluations and foster professional development.
Ensure all activities adhere to healthcare regulations, including HIPAA and maintain data integrity.
Oversee insurance verification and pre-authorization processes to support revenue cycle and ensure claims are processed correctly.
Implement strategies to enhance operational performance, meet service level agreements (SLAs), and drive continuous improvement based on KPI goals.
Develop and monitor key performance metrics to measure staff performance and operations functions.
Foster a positive and collaborative work environment, promoting teamwork, and providing guidance and support to team members.
Participates in quality improvement projects and leads efforts in continuous improvement.
Provide regular feedback and coaching to Team Leads, recognizing achievements, and addressing areas for improvement.
Identify training needs and coordinate ongoing professional development programs for staff.
Responsible for meeting payroll schedule requirements so that payroll is distributed on time.
Optimize the use of contact center software, EMR systems, patient management software, and other tools to improve operational efficiency.
Stay informed about advancements in technology and implement relevant solutions.
Generate and analyze reports on performance, identifying trends, and making data-driven recommendations for improvement. Advanced Excel skills, including complex calculations, data analysis, and creation of charts/visuals for reporting and presentations.
Provide regular updates to senior management on operational achievements and challenges.
Monitors and measures current compliance standards.
Develops staff in a way that aligns with the Company's vision and values.
ADDITIONAL RESPONSIBILITIES
Must follow the organization’s Code of Conduct.
Performs other related duties as assigned.
COMPETENCIES
Communication - Exhibits active listening and excellent comprehension skills. Clearly and concisely expresses thoughts and ideas in verbal or written form. Maintain an open line of communication with providers, patients, and managers to ensure patient needs are appropriately addressed. Selects and uses appropriate communication methods.
Critical Thinking and Problem Solving - The ability to handle complex situations in the workplace and calmly develop creative solutions. Work through challenging situations and follow through to resolution. Anticipate patient needs and manage patient expectations of care delivery.
Compassion - Exhibits empathy and a desire to take action to address the patient's needs. Communicate with patients in a warm and sincere manner. Have a strong desire to be of service to others.
Time Management - The ability to plan your duties ahead of time and leverage technology to work efficiently. Effectively prioritize tasks and manage workload to ensure completion within appropriate timelines.
Collaboration - Exhibiting interpersonal skills, working with others, building trust and communication to cultivate the ideal patient experience. Interact and cooperate with diverse multidisciplinary teams to coordinate patient care.
GENERAL QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
In-depth knowledge of contact center operations, patient access, technologies, and best practices.
Excellent leadership and interpersonal skills with the ability to motivate and engage teams.
Analytical mindset with the ability to interpret and act on data insights.
Proficient in using contact center and practice management software and related technologies.Generate and analyze reports on performance, identifying trends, and making data-driven recommendations for improvement. Advanced Excel skills, including complex calculations, data analysis, and creation of charts/visuals for reporting and presentations.
Ability to thrive in a fast-paced and dynamic work environment.
Mediation and negotiation skills to handle complex situations and conflicts.
Must be able to prioritize tasks and work efficiently as part of a team.
EDUCATION AND EXPERIENCE
Bachelor’s degree in business administration, management, or a related field. Master’s degree is a plus.
Proven experience (5+ years) in a managerial role within a contact center or patient access environment.
Familiarity with healthcare regulations and insurance billing practices.
Strong leadership, communication, and organizational skills are essential.
Experience with managing Business Process Outsourcing (BPO) preferred.
WORKING CONDITIONS
This position typically operates in an office environment but may also involve remote work or on-site support visits as needed.
Normal work schedule is Monday through Friday from 8am to 5pm with occasional evenings, weekends or holidays to accommodate customer needs or support requirements.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Physical Demands
Heavy lifting: marginal
Pushing/Pulling: marginal
Repetitive motion: marginal
Reaching: marginal
Emotional Demands
Intense customer interaction: essential
Mental/Sensory Demands
Health Insurance
Vision Insurance
401K Retirement Plan
Life Insurance
Short- and Long-term disability
Profit Sharing
Supplemental Insurance
Education and Tuition Reimbursement funding
Employee Assistance Program (EAP)
Paid Time Off (PTO)
Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We thank all applicants for their interest. However, only those selected for an interview will be contacted.
#J-18808-Ljbffr