Description:
Location: Schaumburg, IL (main office) while overseeing and traveling to others as needed
We are seeking an experienced and organized Patient Access Manager to lead our front-office and central scheduling operations. In this role, you will oversee all front desk staff and design standardized scheduling workflows to ensure a seamless, welcoming experience for every patient. You will play a key part in optimizing clinic efficiency, reducing wait times, and supporting our clinical teams.
Key Responsibilities
Team Leadership & Supervision
- Manage Front Desk Staff: Hire, train, schedule, and evaluate all patient service representatives and front desk coordinators.
- Coach & Develop: Provide ongoing feedback, conduct regular check-ins, and foster a supportive, patient-first culture.
- Resolve Escalations: Act as the primary point of contact for complex patient inquiries, complaints, or billing and insurance questions at check-in.
Scheduling & Workflow Optimization
- Standardize Workflows: Design, document, and implement uniform procedures for patient intake, appointment scheduling, check-in, and check-out.
- Optimize Provider Templates: Manage physician and provider calendar templates to maximize clinic capacity, balance appointment types, and minimize gaps.
- Reduce No-Shows: Establish and track automated reminder protocols, waitlist management, and cancellation policies.
Operations & Compliance
- Monitor Front-End Revenue Cycle: Oversee insurance verification, prior authorizations, and upfront co-pay collections to prevent claim denials.
- Track Key Metrics: Analyze front-desk performance datasuch as call abandonment rates, check-in times, and schedule utilization and adjust workflows accordingly.
- Ensure Compliance: Maintain strict adherence to HIPAA regulations, patient privacy standards, and clinic safety protocols.
Requirements:
Required
- Experience: 3+ years of experience in healthcare administration, patient access, or medical front-office operations, including at least 1 year in a supervisory or lead role.
- Technical Skills: Proficiency with Electronic Health Record (EHR) and Practice Management (PM) systems (e.g., Epic, Athenahealth, eClinicalWorks, or NextGen).
- Knowledge: Strong understanding of medical terminology, health insurance verification, and HIPAA compliance.
- Soft Skills: Exceptional communication, conflict-resolution, and organizational abilities.
Preferred
- Education: Associate’s or Bachelor’s degree in Healthcare Administration, Business Management, or a related field.
Background
- Prior experience working in a fast-paced private medical or specialty practice
