Job Overview The Patient Access & Experience Manager is a critical leadership role for this multi-specialty medical practice. This role is responsible for creating an exceptional experience for every patient entering our organization. As the first point of contact for patients, the Patient Access & Experience team plays a vital role in how patients perceive our practice, how quickly they gain access to care, and whether a referral ultimately becomes a completed patient appointment. This leader is responsible for ensuring that every call is answered with professionalism; every referral is treated as an opportunity to help a patient, and every appropriate patient is successfully scheduled and arrives for their appointment. This position is both a people leader and a performance leader. The Manager will coach, mentor, develop, and motivate the Patient Access team while establishing a culture of accountability, urgency, service excellence, and results. The ideal candidate brings a strong sales and conversion mentality to patient access—understanding that when a patient, referring provider or other partner sends a referral, we have been entrusted with an opportunity to provide care. The expectation is to close every appropriate referral, overcome barriers to scheduling, maintain consistent follow-up, and ensure patients successfully move from referral to scheduled appointment to completed visit.

ESSENTIAL FUNCTIONS

Own the patient access process from the initial inquiry or referral through successful scheduling and appointment completion. Establish a culture where every referral matters and every appropriate referral is pursued to completion. Ensure incoming calls, referrals, web inquiries, and other patient access opportunities are handled promptly, professionally, and consistently. Develop processes and expectations that maximize referral-to-appointment conversion. Monitor and address barriers preventing patients from scheduling or keeping appointments. Ensure appropriate follow-up occurs on referrals that are not immediately scheduled. Develop strategies to minimize lost referrals, abandoned calls, missed opportunities, and appointment cancellations. Work closely with referring providers, referral sources, clinical teams, and internal departments to resolve access issues. Ensure patients understand their next steps and have the information necessary to successfully attend their appointment.

EDUCATION

High School or GED equivalent Bachelor's degree in healthcare administration, business, communications, or related field preferred. 3-5+ years of experience in healthcare patient access, contact center, scheduling, referral management, sales, customer experience, or a related environment.

EXPERIENCE

• Previous supervisory or management experience required.
• Healthcare experience strongly preferred
• Experience managing a high-volume patient or customer contact environment preferred
• Demonstrated success coaching and developing teams
• Strong understanding of performance metrics, KPIs, and accountability
• Demonstrated ability to improve conversion, scheduling, customer/patient retention, or other measurable performance outcomes.
• Strong communication, interpersonal, organizational, and problem-solving skills
• Comfortable working in a fast-paced, growth-oriented healthcare environment
• Strong computer and EMR/CRM skills.

CERTIFICATIONS

None SKILLS Instill a "close the referral" mentality throughout the Patient Access team. Teach team members that scheduling an appointment is not simply a transaction—it is helping a patient take the next step toward receiving needed care. Train staff to confidently address common patient objections related to scheduling, insurance, location, timing, provider selection, and other barriers. Develop appropriate scripting, talking points, and techniques to help patients make informed decisions about scheduling their care. Create a sense of urgency around timely access to care. Partner with Business Development and Marketing to support referral growth and maximize the value of referral relationships. Identify opportunities where improved patient access processes can support growth across locations, providers, and service lines.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

Lift potential of 10lbs Sitting, standing and lifting minimal amounts

ORGANIZATIONAL REQUIREMENTS

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

Pay:

From $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person