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 resolve issues impacting patient experience and access.
• Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Reporting and Analytics

• Compile and analyze department metrics, identifying trends and providing feedback to optimize Patient Access functions.
• In conjunction with Director, monitor reports for Patient Access performance, wait times, and front-end collections.

• Develop, monitor, and communicate enterprise-level Epic work queue metrics, including volume, aging, resolution timeliness, recurring error trends, backlog risk, and impact on claim flow.
• Provide routine reporting and actionable insights to Patient Access and Revenue Cycle leadership to support visibility, prioritization, stabilization, and long-term performance improvement.

Performs other related duties as required.

DIRECTION/SUPERVISION OF OTHERS:

Direct and indirect general supervision of Patient Access Supervisors, Staff Associates, Access Coordinators.

DIRECTION/SUPERVISION RECEIVED:

 Director, Patient Access

EDUCATION AND EXPERIENCE REQUIREMENTS:

Bachelor’s degree in business administration, Public Administration, Nursing, or related field preferred.

High School diploma with 5 years of related experience may be considered in lieu of bachelor’s degree

4-5 years of progressively responsible position experience.

3+ years of management/leadership experience in all aspects of Patient Access including registration, insurance verification, authorization requirements, and billing regulations.

Demonstrated experience using data analysis, reporting, and performance metrics to identify trends, support decision-making, and drive process improvement; experience supporting workflow changes, system implementations, or cross-functional initiatives

Experience with Epic or other industry-leading EMR and billing systems required; experience managing work queues, billing edits, revenue cycle reporting, or access-related error mitigation strongly preferred.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

• Knowledge of admissions principles and practices.
• Knowledge of departmental admissions policy and procedures.
• Knowledge of finance, accounting reporting and reconciliation procedures
• Knowledge of Epic work queue functionality, access-related billing edits, claim flow dependencies, authorization workflows, and revenue cycle risk mitigation.
• Ability to plan and organize staff activities and departmental operations.
• Ability to make decisions and implement policies and procedures.
• Ability to work independently within established policies and procedures.
• Ability to perform work accurately.
• Ability to supervise and direct subordinate personnel.
• Ability to delegate work and responsibilities to subordinates and evaluate their performance.
• Ability to promote a positive public relations image.
• Ability to maintain confidential information and materials.
• Ability to exercise judgement, tact and diplomacy.
• Skill in oral and written communication.
• Ability to be flexible and adaptable and lead teams successfully through change.  

SPECIAL REQUIREMENTS:

Position is Monday through Friday. An Administrator on-call requirement is mandatory. Must be able to work off-hours at times when extended downtimes, Epic work queue stabilization needs, enterprise issue mitigation, or implementation of new systems and workflows are scheduled.

WORKING CONDITIONS:

Sits or stands most of the day in an office environment.  Frequent inter-divisional travel.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program.  To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/