Patient Access Manager
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AI Summary
The Patient Access Manager oversees daily clinic registration activities and serves as a liaison between front-end operations and Revenue Cycle teams. Key duties include managing insurance verification, patient throughput, and staff performance to ensure financial integrity and a positive patient experience.
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Opportunity for advancement
- Paid time off
American Family Care (AFC)
Founded in 1982 with a single location, American Family Care (AFC) pioneered the concept of non-emergency room care, providing treatment for injuries and illnesses in a convenient, lower-cost setting. Headquartered in Birmingham, Alabama, AFC has grown into the nation’s leading provider of accessible healthcare, with more than 400 company-owned and franchised centers across the United States, caring for over 3.5 million patients annually.
Position Summary
The Patient Access Manager is responsible for the daily operations of clinic-based patient registration activities across the organization. This role serves as a pivotal liaison between front-end clinic operations and Revenue Cycle support teams, ensuring seamless coordination that protects both the patient experience and the organization's financial integrity.
Key Responsibilities
Operational Oversight
- Oversees all primary patient access workflows, including but not limited to:
- Insurance benefit verification and eligibility confirmation
- Registration accuracy and data integrity across all patient encounters
- Service pre-payment and upfront collections processes
- Patient throughput and flow to minimize wait times and registration bottlenecks
- Obtainment of required prior authorizations for scheduled and unscheduled services
- Serves as an escalation point for complex registration, authorization, or collections issues, collaborating with payers, clinical staff, and billing teams as needed
- Ensures compliance with all applicable federal, state, and payer regulations related to patient access, including HIPAA and CMS guidelines
Performance Management
- Develops, monitors, and reports on patient access key performance indicators (KPIs), including registration accuracy rates, authorization approval rates, point-of-service collection rates, and patient wait times
- Analyzes trends in registration errors, denials, and throughput to identify root causes and implement corrective action plans
Strategic Planning
- Develops and executes strategic direction for long-range registration process improvement, identifying opportunities to leverage technology, automation, and best practices
- Collaborates with Revenue Cycle leadership, IT, and clinical operations to evaluate and implement new systems or workflows that enhance efficiency and patient satisfaction
- Participates in organizational initiatives related to patient experience, payer contracting changes, and system upgrades as they relate to patient access
Staffing & Workforce Management
- Ensures clinics are appropriately and proactively staffed to meet registration volume demands, including planning for peak periods, leave coverage, and new clinic openings
- Partners with HR on recruitment, selection, and retention of registration staff
- Conducts regular performance evaluations and provides ongoing coaching and feedback
Training & Education
- Provides comprehensive onboarding support for new registration staff, ensuring proficiency in systems, workflows, and compliance requirements prior to independent practice
- Develops and delivers ongoing education programs to address process changes, payer updates, regulatory requirements, and identified performance gaps
- Fosters a culture of accountability, continuous learning, and patient-centered service within the registration team
Qualifications
Required
- Minimum 5 years of progressive healthcare leadership experience in a front office, patient access, or revenue cycle environment
- Demonstrated knowledge of insurance verification, prior authorization processes, and point-of-service collections
- Familiarity with healthcare regulatory requirements, including HIPAA and payer compliance standards
- Strong analytical skills with the ability to interpret KPI data and drive performance improvement
- Excellent communication, interpersonal, and team leadership skills
- Proficiency with electronic health record (EHR) and practice management systems
- Ability to travel up to 5-10%
This is a remote position.
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