[Hiring] Area Manager, Patient Access @Hanger

Role Description

The Area Manager, Patient Access, plays a crucial role in ensuring a smooth and efficient service experience for patients. This position is responsible for delivering exceptional customer service to patients, employees, and referral sources by supervising and managing front office activities, which may include registration, scheduling, and initial treatment coordination. The Area Manager will direct multiple Patient Access Supervisors and may oversee Patient Access Coordinators across multiple clinics, ensuring they provide a positive patient experience and handle administrative tasks effectively.

Your Impact

• Leading business operations and managing patient experience and administrative staff across multiple clinics.
• Collaborating with regional and local clinical leadership to support and enhance patient care.
• Maintaining and strengthening relationships with referrals, managed markets, payers, patients, and employees.
• Developing and implementing strategies to improve financial performance, achieve superior outcomes, enhance patient care quality, and boost employee engagement.
• Oversee daily administrative operations across multiple clinics.
• Collaborate with regional and local clinical partners to address information and service needs.
• Enforce HIPAA Privacy Rules to protect and secure patient information.
• Monitor financial controls, including audits, and ensure compliance with all administrative and operational procedures.
• Review clinical documentation with consolidated teams to ensure it meets payer requirements.
• Communicate payer updates, issues, or potential concerns to the Territory Manager.
• Oversee and guide WIP management processes in coordination with Patient Care Supervisors and Clinical Leadership.
• Travel to assigned clinics will be required up to 80% of time.
• Track and Report Clinic Expenses, Materials, and Revenue:
• Verify that disallowed sales and denial rates align with company goals.
• Ensure that operational expenses adhere to the budget.
• Assist with inventory management processes.
• Build, lead, and retain a high performing administrative staff:
• Partner with Talent Acquisition to promptly fill staff vacancies with top-quality Patient Access Coordinators.
• Provide training, coaching, and development opportunities to each team member, and deliver regular performance feedback.
• Foster an engaging work environment that supports employee growth and ensures a high-quality experience for patients.
• Promote the effective use of front office systems and technology, including system conversions and the implementation of new tools to enhance work processes.
• Ensure Superior Patient Outcomes and Experiences:
• Oversee and manage all quality assurance programs to ensure effectiveness.
• Ensure that Patient Access Coordinators (PACs) and clinicians accurately collect and transmit patient outcomes data to the outcomes team and effectively communicate the purpose of these outcomes to patients.
• Review Net Promoter Score (NPS) reports on a weekly, monthly, and yearly basis, and align workflow with the empathy strategy.
• Monitor and manage the timely resolution of NPS detractors and ensure positive outcomes.
• Analyze NPS detractors with negative resolutions to identify trends and develop action plans to address identified issues.
• Collaborate with administrative staff to creatively communicate patient feedback and develop action plans based on this feedback.
• Perform other administrative, project, system and analytical duties as required.
• Oversee special projects as assigned by Regional or Market leadership.
• Manage organization-wide customer service excellence and patient relations programs.
• Collaborate with lead clinical support to drive revenue and ensure effective clinical documentation.

Qualifications

• Bachelor’s degree or additional equivalent work experience as detailed below may be substituted on a year for year basis is required.
• Minimum of 3 years of experience in operations management within a healthcare setting to include a minimum of 3 years of experience hiring, supervising, training, and coaching others is required.
• A valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures.

Preferred Qualifications

• Bachelor’s degree in accounting, finance and/or healthcare management is preferred.
• Experience within Orthotics and Prosthetics is preferred.
• Experience supervising / managing within a multi-site environment is also preferred.

Additional Success Factors

• Excellent customer service skills.
• 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, other job-related topics.
• 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.