Senior Manager, Patient Access

The Senior Manager of Patient Access will be responsible for the success of front end patient access services, which focuses on delivering an extraordinary patient experience. This senior leader has oversight for managing personnel and financial resources, strategic planning, quality assurance, staff optimization, implementing strategic change, setting performance goals, measuring outcomes, and the overall productivity of the department. Oversight includes patient check-in/out, front end insurance verification, compliance data entry/quality and point-of-service collections. Independently exercises discretionary powers to make difficult decisions, solve managerial and/ or operational problems.

Key Responsibilities include:

Personnel Management

Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout work week, reassess staffing levels to identify and achieves staffing optimization. Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to clinical staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.

Quality Assurance

Monitors staffing productivity and quality by establishing and monitoring thresholds and benchmarks. Provides constructive feedback to staff and senior leadership. Responsible for implementing quality control audits to monitor the quality of work and provide retraining as required to maintain performance standards.

Establish and foster excellent customer service practices supporting the daily needs of patients, caregivers, providers and staff. Oversees effective customer service systems, communication and feedback. Serve as the first line of communication and follow through for patients via direct means, telephone, email, and written correspondence. Respond and solve problems, including internal and external complaints.

Resource Management

Continuously assess and streamline processes, establishing and implementing standard work, maintaining performance boards, monitoring metrics, coordinating meetings and facilitating workgroups. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Implements new technology, and acts as a catalyst for change to meet current and future business needs. Provide subject matter and technical expertise in the design and implementation of relevant applications. Functions as authority for all decisions related to relevant system(s).

Responsible for preparing the annual fiscal budget for related cost centers. Monitors monthly budget and expenses, modifying spending as needed. Ensures expenditures stay within budget and accounts for variances when they occur.

Strategic Planning

Responsible for planning and directing the organization’s strategic goals as they relate to patient access. Continuously plans, monitors, and assesses all that is necessary for the organization to meet its goals and objectives. Conducts organizational reviews to identify strengths, weaknesses, and opportunities and to evaluate operational effectiveness.

Change Management

Manage change to achieve the required strategic planning outcomes by ensuring initiatives meet objectives on time and on budget. Focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. Create and implement change management strategies and plans that maximize employee adoption and usage and minimize resistance.

Minimum Education:

  • Bachelors required, Masters preferred.

Minimum Experience:

  • 5+ years of ambulatory management experience.
  • 10+ years of industry experience.
  • Demonstrate industry expertise and consultative skills.
  • Requires Strong decision-making skills, analytical skills with ability to analyze reports and interpret data, and prepare information for upper administration. Must have demonstrated experience to lead and direct project support across other teams.

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 4000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s 20 leading cancer centers that develops and institutes standards of care for cancer treatment.

City of Hope strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. City of Hope is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

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