Manager Patient Registration / Access Center

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview
The Manager, Hospital Access is responsible for overseeing the day-to-day operations of Patient Access services, including patient registration, scheduling, financial clearance, and customer service, across the hospital's various departments. This leadership role manages a team of supervisors to ensure operational excellence, regulatory compliance, and exceptional patient experience. The Manager collaborates closely with departmental and hospital leadership to align strategies, improve workflows, and promote a culture of continuous improvement.

Essential Functions

• Leadership and Team Management 
  • Lead and manage the Patient Access teams, providing support and guidance to ensure high-performance. 
  • Oversee recruitment, onboarding, and training processes, ensuring alignment with departmental goals and organizational values.  
  • Develop staffing schedules and oversee timecard management to ensure adequate coverage and compliance with labor standards.  
  • Conduct performance evaluations, provide coaching and feedback, and implement performance improvement plans when needed. 
  • Foster a culture of collaboration, accountability, and continuous professional development within the department. 
  • Actively engage in succession planning and talent development to promote internal growth and retention.
• Operational Excellence 
  • Ensure department goals and objectives are aligned with organizational strategies to achieve key performance indicators (KPIs) such as registration accuracy, patient satisfaction, and operational efficiency. 
  • Develop and implement standard operating procedures (SOPs) to optimize workflows and enhance service quality.  
  • Collaborate with cross-departmental leaders to identify and implement operational improvements and best practices. 
  • Ensure adherence to hospital policies, procedures, and HIPAA regulations, ensuring compliance across all functions within Patient Access. 
  • Oversee the resolution of complex registration issues, including denial mitigation.
• Collaboration and Stakeholder Engagement  
  • Partner closely with Access Center and Scheduling managers to align departmental goals and share best practices.  
  • Act as a liaison between Patient Access and other hospital departments to ensure cohesive workflows.  
  • Participate in cross-departmental meetings, initiatives, and projects to drive organizational success.  
  • Foster a culture of teamwork and collaboration among Scheduling and Access Center departments. 
• Customer Service Excellence 
  • Uphold high standards of customer service to deliver an outstanding patient experience, ensuring that all patient interactions are handled efficiently and empathetically. 
  • Resolve patient concerns regarding registration, scheduling, and service availability in a prompt and professional manner. 
  • Analyze patient feedback to drive service improvements and enhance the overall patient experience.
• Team Development and Support 
  • Provide leadership and direction for the Patient Access team ensuring they have the necessary tools, resources, and training to excel in their roles.
  • Support department-wide initiatives related to employee engagement, retention, and performance management. 
  • Ensure that training initiatives align with hospital objectives, regulatory standards, and departmental goals. 
  • Coordinate ongoing education to keep teams updated on industry best practices, regulatory requirements, and system changes. 
  • Promote a culture of continuous learning and professional development.
• Reporting and Data Analysis 
  • Generate and analyze reports on departmental performance, resource utilization, and patient volumes. 
  • Use data-driven insights to identify trends, inform decision-making, and recommend process improvements. 
  • Provide regular updates to senior leadership on department progress, key performance metrics, and areas for improvement.
• Regular attendance at work is an essential function of the job.
• Perform physical requirements as described in the Physical Requirements section

Education Qualifications

• Bachelor's Degree Bachelor’s degree in healthcare administration, business, or a related field preferred. Equivalent, relevant work experience may be substituted for education.   Required

Experience Qualifications

• Minimum of 3 years of experience in healthcare registration, front desk operations, or a related field with at least 2 years of experience in a managerial or leadership role, preferably within a healthcare setting.  Required and
• Strong proficiency in electronic health record (EHR) systems.  Required and
• Experience in team management, including staff development, performance management, and conflict resolution. Required and

Skills and Abilities

• Demonstrated ability to manage multiple priorities and drive operational excellence in a fast-paced environment.
• Strong leadership abilities with a focus on collaboration, accountability, and fostering a positive work environment.
• Excellent communication and interpersonal skills, with the ability to engage and motivate diverse teams.
• Strong strategic thinking and conflict-resolution skills to drive continuous improvement in a dynamic healthcare setting.
• Technical proficiency to oversee system integrations and troubleshoot operational issues. 
• High level of professionalism, confidentiality, and integrity in handling sensitive data and information. 
• Commitment to delivering a patient-centered approach in all aspects of the role. 

Licenses and Certifications

• Availability to work flexible hours, including evenings and weekends, as needed.  Required

Children’s is the very best for kids and the very best for your career! At Children’s, we put YOU first so together, we can improve the life of every child!