Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Clinical Practices of the University of Pennsylvania (CPUP)
Department: Department of Family Medicine and Community Health
Location: Penn Presbyterian
Hours: Full-Time
Summary:
- The Patient Access Manager is responsible for overseeing and optimizing all aspects of patient scheduling, access operations, and clinic capacity management to ensure a seamless, efficient, and patient-centered experience for the Department of Family Medicine and Community Health. This role provides operational leadership in managing provider templates, developing and maintaining standard operating procedures, and ensuring efficient use of exam room resources. The manager drives the creation and maintenance of scheduling decision trees and collaborates closely with the Access Center to optimize scripting and workflow alignment.
- Additionally, the Patient Access Manager leads the implementation, adoption, and ongoing maintenance of access-related tools and technologies, ensuring they support organizational access goals and provider practice needs. The role is accountable for designing and delivering access reporting and analytics that inform operational decisions, identify barriers to care, and support continuous improvement. This position requires strong analytical skills, cross-functional collaboration, and the ability to partner with providers, clinic leaders, IT, and centralized scheduling teams to improve access, throughput, and patient satisfaction.
Responsibilities:
- Collaborates with departmental Billing Manager and Administrative Coordinator to streamline patient intake.
- Patient scheduling, billing, and coordination of services Maintains a patient and customer focus based on patient satisfaction and other indicators
- Provides support to departmental operations to achieve established goals
- The Access Manger will be responsible, in collaboration with departmental leadership, for streamlining patient access and intake across different locations across the department including our community sites and programs.
- Developing and structuring a robust patient access program while partnering closely with provider and operations leadership
- Aligning best practices for patient intake and record collection for a multidisciplinary clinical department.
- Partner closely with department leadership to maximize clinical template efficiency for 50 plus providers.
- Collaborates with the primary clinical providers, practice care teams and data analyst to create, use, and maintain a navigational reporting structure that is able to track the progress of patients who are receiving navigational services.
- Responsible for access team metrics/reporting to key departmental stakeholders
- Functions in an organized and time conscious manner.
- Ensures that the Department access team facilitates well-coordinated, timely compassionate and multidisciplinary care.
- Works across health care disciplines to assist in coordinating patient tests, procedures, appointments, and treatments.
- Develops and continuously improves screening and triage algorithms and processes.
- Tracks departmental processes and reports to ensure access KPI benchmarks are developed and met.
- Adheres to department access policies and recommends changes as appropriate, with a focus on continuous process improvement and optimized patient access.
- Participates as a member of the disease site and network teams.
- Manages the scheduling functions for new, return and simulation patients. Maintains oversight of provider templates in partnership with physicians and practice administrations
- Monitors and oversees the simulation scheduling process to ensure timely completion of order requests received utilizing effective communication and documentation to the clinical team and patient
- Reduces and eliminates preventable patient care delivery impacts, and ensures communication is provided to department service delivery areas when unresolved financial issues could affect a delay in treatment
- Monitors account assignments and work-queues to ensure accounts are being worked timely and appropriately
- Acquires and maintains EPIC scheduling and registration certification
- Works with Operational Leaders to ensure staffing is in accordance with visit volume
- Manages and partners with IS to correct system issues and problems that impact services provided by the department
Education or Equivalent Experience:
- Bachelor of Arts or Science (Required)
- 5+ years progressive experience preferably in health care setting with emphasis in Patient Access / Call Center Management (Required)
- Master of Arts or Science and 3+ years progressive experience preferably in health care setting with emphasis in Patient Access / Call Center Management (Preferred)
- Relevant experience will be considered in lieu of degree
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.