Manager, Patient Access

About this role

Job Details PRIMARY FUNCTION:

The Manager, Patient Access oversees assigned Patient Access team(s), resources, and daily operations while supporting enterprise-wide Epic work queue oversight, access integrity, and revenue risk mitigation.

This role ensures accurate and timely registration, insurance verification, authorization, billing edit resolution, financial clearance, and claim progression. The manager promotes operational consistency, appropriate reimbursement, point-of-service collections, and optimal patient experience in alignment with ChristianaCare’s commitment to Love and Excellence.

SCHEDULE- Monday-Friday 8:00am-4:30PM. Ability to travel locally to any ChristianaCare Health System campus. On Call rotation required.

PRINCIPAL DUTIES AND RESPONSIBILITIES:   

Staff Management and Leadership • Lead, mentor, develop, and evaluate team of operational performance and quality specialists to promote analytical thinking, continuous improvement, collaboration, and professional development • Establish performance expectations, monitor productivity and quality, conduct performance evaluations, and support ongoing coaching and development • Foster a culture of accountability, innovation, data-driven decision making and continuous learning • Facilitate routing team meetings to communicate organizational priorities, performance trends, improvement initiatives,

Operational Oversight • Manage the enterprise operational performance and quality function supporting registration and authorization processes across the organization • Oversee daily analytical operations, workload prioritization, and resource allocation to ensure timely identification, investigation, and resolution of operational issues. • Develop, standardize, and continuously improve methodologies for monitoring performance • Collaborate with operational leaders to implement and sustain process improvements that improve quality and efficiency, and financial performance.

• Provides clear channels of communication, delegation, and accountability within the Patient Access Department for effective supervision, problem solving and ongoing enhancement of the admission/registration process. • Works with Information Systems on enhancements and implementation of systems. • Proactively engages and collaborates closely with Patient Access Business Analysts for all business and system process changes, improvements or implementations. • Coordinates with Human Resources to fill vacant positions in a timely manner. • Interviews, recruits, develops, and retains qualified team members. • Engages in frequent interactions and conflict resolution with patients, operations and clinical staff. Must be able to communicate to all levels of the Enterprise in a professional and comprehensive manner. • Ensures hospital protocols for emergency preparedness, computer downtime and environments of care/safety are adhered to. • Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations. • Perform patient registration function when needed to ensure wait times are kept to a minimum. 

Enterprise Epic Work Queue Oversight and Access Integrity • Provide enterprise-wide oversight of Epic work queues related to Patient Access, registration, scheduling, insurance verification, authorization, financial clearance, billing edits, and claim progression. • Monitor work queue volumes, aging, trends, and backlogs to proactively identify access-related barriers that may delay billing, claims submission, reimbursement, or overall revenue cycle performance. • Lead centralized mitigation efforts for high-impact work queue issues, ensuring timely resolution of registration, coverage, eligibility, authorization linkage, timing, and system-related workflow errors. • Serve as an operational subject matter expert for Epic access-related work queues, partnering with Patient Access leaders, Revenue Cycle teams, Clinical Operations, Medical Group, Information Systems, and operational stakeholders to drive enterprise-wide improvement initiatives. • Establish clear escalation pathways, accountability expectations, and feedback loops to support departmental ownership while providing enterprise-level visibility into work queue performance and access-related revenue risk. • Use work queue data to identify root causes, recommend workflow improvements, support caregiver education, and reduce recurring registration and authorization-related errors. • Present performance trends, operational insights, and strategic recommendations to leadership to support informed decision making. • Facilitate enterprise governance activities related to registration and authorization performance, including routing performance reviews, issue escalation, and operational accountability • Escalation of workflow challenges to Snr Patient Access Business Analyst for resolution

Quality and Compliance • Establish and maintain enterprise quality standards, audit methodologies, and performance monitoring processes • Ensure adherence to organizational policies, regulatory requirements, privacy standards, and revenue cycle best practices • Identify quality risks and process variation and develop strategies to improve compliance across operational teams

Financial Accountability

• Partner with Revenue Cycle leadership to identify opportunities that reduce preventable denials, improve financial clearance performance, optimize front-end revenue capture and reduce revenue leakage • Utilize operational and financial performance data to prioritize improvement initiatives and measure realized organizational benefits • Support strategic planning through data-driven analysis, performance forecasting, and identification of emerging operational risks

Patient Experience • Promote a welcoming and respectful environment, resolving any patient concerns related to access or billing processes. • Collaborate with other departments (e.g., billing, clinical, IT) to r

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