Patient Access and Referral Operations Manager

Description

JOB SUMMARY

The Patient Access and Referral Operations Manager is responsible for overseeing the daily operations of the Patient Access Department and Physician Support Services Referral Department. This role blends leadership in customer service, patient access, appointment scheduling, and incoming referral management and coordination to ensure timely access for patients and a seamless patient experience. This role will lead the Patient Access Liaison team and the Patient Referral Representative team with a focus on staff development, performance management, and process improvement. This position works closely with the Clinical Operations team, including Physician Practice Management and Senior Operations Management to ensure guidelines, processes, and results are meeting the expectations of the organization and patients. This role also requires a strong understanding of clinical operations, scheduling protocols, insurance requirements, and referral processes.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s degree in healthcare administration, management, business, or other field applicable to management; or any equivalent combination of related training and experience.
• A minimum of two (2) to five (5) years of experience in a healthcare scheduling or operations environment is required.
• At least two (2) years of supervisory or management experience preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead, supervise, and evaluate the Patient Access Liaison and Patient Referral teams, ensuring adherence to corporate and department standards.
• Oversee daily operations, staffing, coverage, and workload distribution to maintain efficient and effective services across both departments.
• Develop, implement, and monitor training programs to enhance team skills in phone etiquette, scheduling, incoming referral coordination, customer service, and problem resolution.
• Act as the primary point of escalation for complex scheduling, referral, or patient-related issues, ensuring timely resolution.
• Monitor call metrics, incoming referral tracking, and team performance, providing feedback, direction, and coaching for productivity and quality standards.
• Collaborate with clinical departments, providers, practice managers, and diagnostic centers to streamline appointment scheduling, incoming referral guidelines, new patient access, and improve patient experience.
• Ensure timely processing, follow-up, and communication with patients regarding new patient referrals and procedure orders in accordance with physician orders.
• Manage incoming referral tracking systems, monitor status updates, and ensure thorough documentation and timely follow-up on all referrals.
• Report to senior management and clinical practice management regarding departmental performance on incoming referral status and monitor turnaround time for new patient referral contacts.
• Monitor and report incoming referral trends and changes from external referral sources in the community.
• Coordinate feedback on changes with MCC’s Corporate Marketing and senior management team. 
• Prepare departmental reports, track trends, identify issues, and recommend/implement process improvements.
• Monitor and address patient feedback, escalating trends and proposing solutions to enhance service delivery.
• Ensure compliance with HIPAA, corporate policies, and all relevant regulations.
• Maintain updated knowledge of clinic policies, procedures, specialties, providers, and service offerings to support staff training and patient inquiries.
• Assist in process improvement initiatives to increase efficiencies and improve patient access between internal departments via scheduling. 
• Attend and help lead department meetings and special projects as needed to support departmental goals.
• Regular and timely attendance required.
• Other duties as assigned.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly.

Requirements

KNOWLEDGE, SKILLS AND ABILITIES

• Displays strong customer services skills, strong interpersonal skills, close attention to detail, excellent/strong verbal and written communication skills and ability to act with diplomacy.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Excellent organizational, communication, and strong analytical skills.
• Ability to work effectively and creatively within a team environment as well as independently.
• Strong leadership skills with the ability to motivate and develop a team.
• Demonstrated excellence in customer service and conflict resolution.
• Advanced organizational and time-management skills.
• Proficient in Microsoft Office Suite and scheduling software.
• Effective written and verbal communication skills, with the ability to interact with individuals from diverse backgrounds.
• Strong analytical and decision-making abilities.
• Ability to work after normal business hours when required.
• Ability to use independent judgment and to manage and impart information to a range of levels (Providers, Administrators, Practice Managers, employees).
• Proficient in the use of the English language both in written and verbal communication.
• Strong communication skills. Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays the ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to ¾ of the time
• Keyboarding/Dexterity: Frequently; activity exists up to ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

• Exposed to frequent and constant interruptions in daily functions.
• Must be available to customers and staff throughout the day.
• Required to work extended hours to meet department needs.