Patient Access Manager

Overview

Patient Access Manager role at Bayhealth.

Base pay range: $71,656.00/yr - $/yr

Bayhealth Medical Center is Central and Southern Delaware’s healthcare leader with hospitals in Dover and Milford, and additional facilities throughout Kent and Sussex Counties. Bayhealth Medical Center Kent Campus is 90 minutes from Philadelphia, Washington, DC and Baltimore. Our Sussex Campus is 30 minutes to the Delaware beaches.

Location:

Kent Campus Hospital

Status:
Full Time 80 Hours

Shift: Days

Salary Range: $71,656.00 - $ yearly

General

Summary:

Under the direction of the Patient Access Director, the Patient Access Manager is responsible for administering, coordinating and reviewing the performance of patient access functions across the department, including pre-registration, insurance verification, prior authorization, financial clearance, financial counseling, and registration and payment collections for hospital and clinic services. Coordinates all registration policies and procedures, organizes and manages employee schedules, monitors and evaluates employee performance.

Assists team members to navigate daily operations and achieve high performance in the work-unit.

• Oversight Accountability:
  Closely monitors the performance of supervisors and team members while providing regular status reports to the Director. Develops and implements action plans to support department goals and objectives. Defines key metrics for success in the work unit. Maintains a solution-oriented mindset and fosters accountability.
• Patient
  
  Experience:
  
  Ensures staff follow scripting guidelines and service excellence standards. Interacts with patients, visitors, and Bayhealth colleagues in alignment with Bayhealth values, contributes to a positive patient experience, and maintains relationships with providers. Handles escalated calls and resolves them to a high level of satisfaction while adhering to policies and procedures.
• People Management:
  Recruit, train, and onboard new Contact Center agents. Conduct regular one-on-one meetings to address issues and coach agents.
• Conflict Resolution:
  Oversee conflict resolution between agents, physician practices, and patients. Ensure scheduling best practices and achievement of access goals.
• Operational Workflow Management:
  Maintain open communication with provider offices and departments. Build relationships with department leaders to share information and resolve barriers. Ensure regulatory compliance and implement standardized approaches across facilities. Coordinate staff training with supervisors and trainers.
• Technical Support:
  Serve as a technical resource for software applications, assist with systems testing, submit IT tickets, and optimize workflows for accurate demographics and insurance information.
• Quality Assurance Oversight:
  Conduct quality audits, provide feedback, monitor call volumes and performance metrics (speed to answer, abandoned calls, average handle time, errors). Perform internal audits and report monthly to the Director. Prepare for contingencies during downtime.
• All other duties as assigned within scope of responsibilities.

• Education:
  
  Bachelor’s Degree
• Related field
• Credential(s):
  None Required
• Experience:
  
  Minimum of 2 years in a leadership/management role with knowledge in Healthcare, Revenue Cycle and/or Business

• Five years of healthcare supervisory/management experience within Call Centers, Patient Access, or Revenue Cycle, with experience managing remote and on-site staff
• Education:
  
  Master Degree in Health Care
• Credential(s):
  Certified Healthcare Access Manager, Certified Patients Account Manager

To view a full list of open positions at Bayhealth, please visit: (Use the "Apply for this Job" box below)./

• Seniority level:
  Not Applicable
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries:
  Hospitals and Health Care

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