[Hiring] Zone Manager, Patient Access @Hanger

Role Description

The Regional Manager, Patient Access, oversees the administrative operations of patient care within the field, focusing on efficiency, accuracy, and best in class patient satisfaction. This role serves as the key liaison between consolidated revenue cycle functions, the Hanger Resource Center, and regional, local administrative and clinical leadership. The Regional Manager reviews and monitors financial and operational results, providing strategic direction to enhance performance. By ensuring a seamless operational flow and addressing any barriers to access, this leader facilitates a smooth patient experience and supports positive outcomes. Additionally, this role maintains and strengthens relationships with referrals, managed markets, and payors.

Your Impact

• Oversee administrative clinic operations to ensure efficiency and patient satisfaction.
• Ensure adherence to proper workflows and processes.
• Ensure daily, weekly, and monthly operational goals are met and aligned with company objectives.
• Supervise Area Managers responsible for patient access staff, including hiring, training, development, performance evaluations, and timely resolution of issues.
• Partner with Talent Acquisition to fill staff vacancies promptly with high-quality Patient Access Coordinators.
• Foster an engaging work environment that promotes employee growth and delivers a high-quality patient experience.
• Monitor quality assurance programs, such as Net Promoter Score and Outcomes.
• Support budget management, including forecasting, resource allocation, and cost control measures.
• Manage systems like ADP and Catalyst.
• Oversee WIP management processes to ensure effective use of standardized tools and reporting systems.
• Support sales and marketing strategies.
• Monitor and manage financial controls, ensuring all administrative and operational compliance processes and procedures are implemented and followed.
• Drive effective use of front office systems and technology, including system conversions and the introduction of new tools to improve work processes.
• Communicate payer updates, issues, or potential risks to the appropriate revenue cycle consolidated team.
• Address information and service needs by coordinating with partners in the Hanger Resource Center (Real Estate, IT, HR, Finance, etc.).
• Enforce HIPAA Privacy Rules to protect the privacy and security of patient information.
• Travel within the Region (to clinics, meetings, etc.) will be required up to 80%.
• Perform other administrative, project, system and analytical duties as required.
• Manage special projects as requested by the Regional / Market leadership.
• Manage activities of the organization-wide customer service excellence and patient relations programs.
• Exercise influence in terms of costs, methods, and staffing.
• Report results and strategies to regional leadership.
• Take strategic direction and guidance from Regional Director/Vice President.

Qualifications

• BA/BS Degree in business administration, therapy program, or related field required OR an equivalent job experience.
• Minimum of 7 years’ experience of operations management in a healthcare setting, preferably in Orthotics and Prosthetics.
• Minimum 7 years’ experience hiring, supervising, training, and coaching others.
• Supervising/managing experience in a multi-site environment preferred.
• Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures.

Additional Success Factors

• Strong interpersonal skills and highly collaborative style.
• Robust knowledge of patient care management.
• Solid understanding of financial and accounting practices with experience in forecasting and managing expense budgets.
• Demonstrated ability in financial metrics and analysis.
• Experience selecting, managing, coaching, and developing staff.
• Firm working knowledge of healthcare reimbursement rules and regulations.
• Strong ability to create written reports on revenue generation, WIP, patient and employee satisfaction, and any other job-related topic as needed.
• Demonstrated record of addressing customer/patient issues.
• Proficiency in Windows based office technologies (ex. Word, Excel).
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Benefits

• Competitive Compensation Packages.
• 8 Paid National Holidays & 4 additional Floating Holidays.
• PTO that includes Vacation and Sick time.
• Medical, Dental, and Vision Benefits.
• 401k Savings and Retirement Plan.
• Paid Parental Bonding Leave for New Parents.
• Flexible Work Schedules and Part-time Opportunities.
• Generous Employee Referral Bonus Program.
• Mentorship Programs - Mentor and Mentee.
• Student Loan Repayment Assistance by Location.
• Relocation Assistance.
• Regional & National traveling CPO/CO/CP opportunities.
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest.