The Manager, Patient Access Services is responsible for leading the daily operations of the Patient Access department. This includes managing staff, preparing and monitoring the department budget, and ensuring high-quality service for patients and visitors.

This role oversees patient registration, customer service, confidential records management, switchboard operations, and alarm monitoring. The manager works to ensure processes are accurate, efficient, and compliant with regulatory and accreditation standards, including Joint Commission requirements.

The Manager, Patient Access Services also leads quality improvement efforts by identifying trends, recommending changes, and improving department performance. As a member of the hospital leadership team, this position helps support the clinical, financial, operational, and workforce goals of Lincoln Memorial Hospital while upholding the values of Memorial Health.

• Plan, organize, coordinate, and control all activities in Patient Access, including appropriate delegation of duties and responsibilities among supervisors, team leads, and staff positions.
• Maintains a high degree of awareness of patient situations; responds to those situations promptly and efficiently.
• Develops quality indicators and monitors/audits data to assure accurate, effective, and productive work flow.
• Manage daily department operations to ensure efficiency and timeliness in provision of services by constant enforcement of inspecting agency standards.
• Embodies the Memorial Health Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm - I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others - I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste - I use time and resources wisely.  I prevent defects and delays.

• Maintains visibility and rounds on staff routinely.
• Serves as educational resource and subject matter expert in knowledge of hospital, department and Joint Commission policies and procedures related to Patient Access.
• Perform personnel related functions including but not limited to recruitment and selection, performance reviews, counseling, disciplining, and payroll.
• Develop and follow the department budget.
• Investigate all physicians, patient, and departmental complaints with involved parties and document all follow up actions taken.
• Write and enforce departmental policies and procedures.
• Hold routine staff meetings and in-services as needed to provide staff with guidance and information to perform their duties.
• Ensure that staff members are practicing according to federal and state requirements.
• Plan, recommend, and direct Patient Access departmental operating budget and ensure that the department operates within allocated funds.
• Assure the maintenance of department reports and statistics for administrative and regulatory purposes.
• Initiate quality control measures and evidence based practice techniques.
• Serve on committees to provide technical expertise and advice as needed.
• Serves on the Survey Readiness Task Force.
• Uphold and exemplify the mission, vision, values and behavioral standards of Memorial Healt.
• Actively engage in leadership activities that create and/or promote Great Patient Experiences, create Great Results and make Lincoln Memorial Hospital a Great Place to Work to fulfill the strategic plan of Lincoln Memorial Hospital and Memorial Health System.
• Provide the necessary leadership and support that will remove obstacles and enable staff to perform their work efficiently and effectively.
• Performs other related work as required or requested.