Patient Access Manager

Who We Are

As the largest and most comprehensive orthopaedic team in the state, we've combined the medical expertise of the state's finest orthopaedic and musculoskeletal surgeons, specialists, and research pioneers. And along the continuum of care, every provider we work with feels a compelling commitment to leadership in education, innovation and research, as well as a dedication and desire to put each patient first.

Why Join Us?

Interested in orthopaedics? See why it's worth it. Our career opportunities come with competitive salaries, outstanding benefits and a platform to do the work you love. And as the largest and most comprehensive orthopaedic team in Michigan, we're looking for skilled and enthusiastic individuals to apply today.

Position Summary

The Patient Access Manager is responsible for the day-to-day management and operational performance of the Patient Access Center at Michigan Orthopaedic Surgeons. This role ensures efficient, accurate, and patient centered access to care through effective oversight of appointment scheduling, referral coordination, call center operations, and access workflows. The Patient Access Manager partners closely with operations leadership and cross functional teams to implement standardized processes, monitor performance metrics, and support a high performing access team focused on service excellence.

Primary Focus Areas:

• Operational Management:
    Oversees daily Patient Access Center operations to ensure scheduling accuracy, call handling efficiency, and timely referral processing. Ensures adherence to established workflows, policies, and service level expectations.
• Team Leadership and Supervision:
   Leads and mentors the Patient Access Center leadership team, fostering a culture of accountability, communication, and professional growth. Oversees staffing plans, performance management, and professional development for Leads, Senior Coordinators, and frontline staff. Ensures consistency in scheduling protocols, system integrity, and patient communication, including Auto and Worker's Compensation scheduling.
• Cross-Functional Collaboration:
    Partners with clinical departments, IT, and the Revenue Cycle team to optimize access systems, provider templates, and scheduling logic. Collaborates closely with executive and physician leaders to ensure timely and accurate patient access across all service lines.
• Process Improvement & Standardization:
    Identifies opportunities to streamline workflows, reduce errors, and eliminate access barriers. Implements department-wide quality assurance programs and ensures ongoing process evaluation.
• Data-Driven Decision-Making: 

 Utilizes reporting dashboards and analytics to assess call center efficiency, referral volume, and scheduling trends. Provides regular performance updates to executive leadership and translates data insights into actionable improvements.

Responsibilities:

• Provide strategic oversight of all patient access operations, including appointment scheduling, call management, and referral workflows.
• Ensure the Patient Access Center meets service-level goals for response time, scheduling accuracy, and patient satisfaction.
• Monitor and interpret departmental metrics to identify trends and recommend operational adjustments.
• Maintain compliance with all regulatory requirements, including HIPAA and payer-specific access standards.
• Partner with IT to maintain EHR scheduling integrity, telephony functionality, and access-related technology systems.
• Lead performance and professional development for Leads and key team members.
• Develop, document, and enforce standard operating procedures for all access workflows.
• Serve as an escalation point for complex patient or provider access issues.
• Promote a culture of service excellence, teamwork, and accountability across the department.
• Perform other duties as assigned.

Job Requirements

Education

• Bachelor's degree in Healthcare Administration, Business, or a related field preferred. Candidates without a bachelor's degree may be considered with equivalent leadership experience in patient access operations. 

Experience

• Minimum of 5 years of progressive leadership experience in patient access, scheduling, or healthcare operations.
• Demonstrated success in leading call center teams, referral coordination, and EHR-based scheduling environments.
• Orthopedic experience preferred, particularly in multi-specialty settings serving a variety of providers.

Required Skills, Knowledge, and Abilities

• Strong leadership and strategic planning skills with a proven ability to manage complex operations.
• Proficiency in EHR systems (Athena or similar), data reporting, and workflow analysis.
• Demonstrated ability to communicate clearly and professionally across all levels of the organization.
• Excellent communication, organization, and problem-solving skills.
• Ability to coach and motivate teams toward continuous improvement and service excellence.
• Analytical mindset with comfort in interpreting metrics and driving data-informed decisions.
    

Our company participates in E-Verify to confirm the employment eligibility of all newly hired employees, as required by federal law.