The Manager, Patient Access Services provides leadership and oversight for patient registration operations across assigned Memorial Health affiliates. This role is responsible for directing daily department activities, ensuring efficient operations, and fostering a high-performing team focused on delivering exceptional service to patients and their families.

The manager oversees the quality review and continuous improvement of registration processes, ensures compliance with Memorial Health policies and regulatory requirements, and partners with affiliate locations to maintain consistent standards across the health system. This position analyzes admissions and registration trends, provides operational and revenue cycle insights that support financial reimbursement, and serves as a key liaison between Patient Access and hospital leadership.

Additional responsibilities include monitoring daily departmental performance, reviewing and resolving registration issues, producing and analyzing operational metrics and financial clearance reports, enforcing departmental policies and procedures, and leading the development and implementation of process improvements. The Manager, Patient Access Services also participates as a member of the leadership team to ensure departmental goals, quality standards, productivity targets, and patient experience expectations are consistently achieved. Special projects and reporting may be assigned as needed to support organizational initiatives.

Education

• Bachelor's degree in Business Administration, Healthcare Administration, Accounting, or a related field required.
• In lieu of a Bachelor's degree, an Associate degree with equivalent work experience or Healthcare Business Insights (HBI) or Healthcare Financial Management Association (HFMA) certification with equivalent work experience will be considered.

Experience

• Minimum of three (3) years of supervisory or management experience required.
• Three to five (3–5) years of Patient Access Services, Patient Financial Services, Revenue Cycle, or related healthcare experience preferred.
• Experience with patient registration, scheduling, pre-registration, insurance verification, prior authorization, billing and reimbursement, medical necessity, customer service, and service recovery preferred.
• Experience using Cerner or similar electronic health record and registration systems preferred.

Knowledge, Skills & Abilities

• Strong understanding of front-end revenue cycle operations, including point-of-service and post-service collections.
• Demonstrated ability to lead, coach, and develop high-performing teams while fostering engagement and accountability.
• Knowledge of healthcare regulatory requirements and compliance standards.
• Ability to manage multiple priorities in a fast-paced healthcare environment while exercising sound judgment and decision-making.
• Strong analytical skills with experience interpreting operational and financial data to improve performance.
• Excellent verbal and written communication skills with the ability to develop policies, prepare reports, and present recommendations.
• Proven ability to build collaborative relationships with physicians, nursing leadership, administrators, vendors, and other healthcare professionals.
• Strong customer service and service recovery skills with a focus on improving the patient experience.
• Ability to manage performance, conduct coaching and evaluations, recommend corrective action when appropriate, and lead organizational change initiatives.

• Plans, assigns, trains, directs, and monitors the work of Patient Access staff, including supervisors. Develops staff schedules, balances workloads, evaluates performance, coaches colleagues, oversees employee development, and administers corrective action when appropriate.
• Leads recruitment, onboarding, orientation, and ongoing training initiatives to ensure staff are knowledgeable in Patient Access workflows, revenue cycle processes, regulatory requirements, and customer service expectations.
• Oversees daily Patient Access operations to ensure efficient registration, admissions, scheduling, financial clearance, insurance verification, and point-of-service collections while maintaining exceptional patient service.
• Reviews operational performance and develops action plans to improve productivity, quality, customer service, regulatory compliance, and financial outcomes.
• Identifies and resolves patient account, insurance billing, registration, eligibility, authorization, and patient balance issues in accordance with Memorial Health policies and applicable federal and state regulations.
• Maximizes organizational revenue by developing, implementing, and monitoring initiatives that improve reimbursement, point-of-service collections, financial counseling, and revenue cycle performance.
• Develops, analyzes, and monitors departmental financial reports, productivity metrics, key performance indicators (KPIs), budgets, staffing levels, and operational trends.
• Performs cost impact analyses, benchmarking, variance reporting, and performance trending to evaluate departmental effectiveness and recommend process improvements.
• Develops and monitors departmental metrics including throughput, registration accuracy, quality scores, point-of-service collections, call center performance, wait times, abandonment rates, productivity, and employee performance.
• Conducts audits of Patient Access processes to ensure compliance with regulatory standards, organizational policies, payer requirements, and revenue integrity initiatives.
• Leads continuous process improvement initiatives by identifying workflow opportunities, implementing system enhancements, and monitoring results to improve patient experience and operational efficiency.
• Ensures consistent application and communication of Memorial Health's Financial Assistance Policy in accordance with IRS 501(r) regulations and organizational guidelines.
• Serves as the primary Patient Access liaison with nursing, physicians, ancillary departments, Information Services, Revenue Cycle, Finance, and other operational areas to support coordinated patient care and efficient admissions.
• Maintains compliance with Joint Commission standards, CMS requirements, HIPAA, federal and state regulations, and all Memorial Health policies governing Patient Access operations.
• Protects the confidentiality, integrity, and security of patient financial and medical information.
• Develops, recommends, implements, and maintains departmental policies, procedures, workflows, and training materials to ensure standardization across assigned areas.
• Serves as the departmental subject matter expert for Patient Access operations, revenue cycle processes, regulatory requirements, and accreditation standards.
• Creates and implements education plans, training timelines, competency programs, and learning opportunities to support colleague development and operational excellence.
• Assists leaders and departments throughout the organization with education and training related to patient registration, insurance verification, financial clearance, and revenue cycle best practices.
• Maintains an active leadership presence through regular departmental rounding, coaching, and communication with colleagues.
• Responds to and resolves concerns, complaints, and service recovery issues involving patients, families, physicians, colleagues, and other stakeholders.
• Represents Patient Access on organizational committees, interdisciplinary workgroups, strategic initiatives, and meetings with internal and external partners.
• Administers departmental budgets, monitors expenditures, evaluates staffing needs, performs cost-benefit analyses, and prepares capital and operational budget recommendations.
• Oversees vendor and external partner relationships, monitoring performance related to quality, service, cost, and contractual expectations.
• Reviews and resolves complex insurance verification issues involving commercial insurance, government payers, liability carriers, and workers' compensation claims.
• Researches industry best practices, monitors regulatory changes, participates in professional development opportunities, and implements improvements that enhance Patient Access operations.
• Performs other duties as assigned.