GASTROINTESTINAL ASSOCIATES, S.C.
Patient Access Manager
GASTROINTESTINAL ASSOCIATES, S.C. - Wausau, Wisconsin, United States, 54401
Work at GASTROINTESTINAL ASSOCIATES, S.C.
Overview
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Overview
Patient Access Manager
The Patient Access Manager plays a vital role in leading all front-end patient access services while collaborating with the clinical and billing teams to ensure a seamless patient experience. Leveraging a clinical background and knowledge of patient care, this role requires a strong understanding on the complexities of provider schedules and patient conditions to support timely care, minimize delays and accommodate urgent or medically sensitive scheduling needs. This manager provides daily leadership of reception staff, including switchboard, patient check-in, incoming and outgoing referrals, insurance verification, provider schedules, and appointments. They establish annual department goals aligned with patient care excellence and maintain high operational standards that directly impact clinical workflows and patient satisfaction. As a member of the organizational leadership team, this manager will also contribute to operational goals, strategic business planning, and corporate integrity. This is an on-site, full-time (1.0 FTE) position at our Wausau Office. Essential Job Functions and Responsibilities
Leadership & Operations Management: Leads the daily operations of patient access services across the main clinic and all satellite locations, ensuring standardized workflows and high-quality patient service. Develops and enforces policies and procedures that support efficiency, compliance, and a consistent patient experience. Partners with clinical and administrative leadership to streamline communication and operations between departments and locations. Patient Scheduling Optimization: Oversees centralized scheduling for office visits and procedures across all clinic and endoscopy center locations. Develops customer service standards for phone handling, patient greeting, addressing referring providers and their offices, working with clinical teams, insurance verification, etc. Assures effective and timely management of incoming and outgoing referrals and patient recall appointments. Cross-Department Collaboration: Works collaboratively with clinical leadership to optimize programs and initiatives, including Direct Access, Nutrition appointments, and any other clinical programs. Monitors schedules and works closely with clinical teams to ensure optimization of provider scheduling. Works collaboratively with the billing and insurance verification teams to ensure insurance information is collected accurately. Customer Service & Patient Experience: Acts as the escalation point for patient access-related concerns, providing timely and effective resolutions. Promotes a culture of service excellence throughout the department. Develops role-specific training and orientation, ongoing performance feedback, and ensures staff are trained in customer service best practices. Technology & Reporting: Develops, tracks, and monitors department-specific key performance metrics, including goals and results. Analyzes metrics and produces routine reports to assess departmental performance to support data-driven decisions. Leverages electronic health record and practice management systems to ensure data integrity and workflow efficiency. Performs other duties as assigned. Minimum Qualifications
Education: Associate's or Bachelor's Degree in Nursing, Health Care Administration, or Business with related healthcare experience. Licensure/Certification: n/a Experience: Prior clinical experience, including provider schedule management. Minimum three years of progressive healthcare office management experience highly desired. Proficiency with Microsoft Office programs and EMR systems such as gPM, gGastro, and Epic. Competencies Required
Knowledge: Knowledge of organizational leadership philosophies and a willingness to continue striving for greater leadership learning. Working knowledge of medical terminology, insurance and medical appointment systems. Working knowledge of GIA appointment types, procedures, and anything else related to provider and patient scheduling. Legal considerations when dealing with employment-related matters. Skills: Possesses interpersonal, communication, and listening skills necessary to deal effectively and courteously with patients, physicians, coworkers, vendors and all levels of staff. Ability to foster team member growth, development and employment satisfaction. Problem-solving skills, considering all aspects of issue prior to responding. Proficient computer skills working in an Electronic Medical Record (EMR), Practice Management software, and Microsoft Outlook, Word, and Excel. Demonstrates professionalism and respect in all forms of communication and correspondence. Exhibits a high level of phone and customer/patient service skills and etiquette to provide a positive first impression of the organization. Abilities: Exhibits professionalism and sound judgment in all matters as a member of leadership in the organization. Ability to practice integrity by showing an uncompromising adherence to strong moral and ethical principles and values. Ability to maintain strict confidentiality of personnel, fiscal, and health information. Ability to work in a fast paced, multi-tasking environment while managing rapidly changing demands and re-prioritizing as needed. Maintain calm atmosphere and offer guidance to staff in a variety of situations. Ability to establish priorities, complete tasks, and delegate responsibility based on skill level of individuals involved.
The Patient Access Manager plays a vital role in leading all front-end patient access services while collaborating with the clinical and billing teams to ensure a seamless patient experience. Leveraging a clinical background and knowledge of patient care, this role requires a strong understanding on the complexities of provider schedules and patient conditions to support timely care, minimize delays and accommodate urgent or medically sensitive scheduling needs. This manager provides daily leadership of reception staff, including switchboard, patient check-in, incoming and outgoing referrals, insurance verification, provider schedules, and appointments. They establish annual department goals aligned with patient care excellence and maintain high operational standards that directly impact clinical workflows and patient satisfaction. As a member of the organizational leadership team, this manager will also contribute to operational goals, strategic business planning, and corporate integrity. This is an on-site, full-time (1.0 FTE) position at our Wausau Office. Essential Job Functions and Responsibilities
Leadership & Operations Management: Leads the daily operations of patient access services across the main clinic and all satellite locations, ensuring standardized workflows and high-quality patient service. Develops and enforces policies and procedures that support efficiency, compliance, and a consistent patient experience. Partners with clinical and administrative leadership to streamline communication and operations between departments and locations. Patient Scheduling Optimization: Oversees centralized scheduling for office visits and procedures across all clinic and endoscopy center locations. Develops customer service standards for phone handling, patient greeting, addressing referring providers and their offices, working with clinical teams, insurance verification, etc. Assures effective and timely management of incoming and outgoing referrals and patient recall appointments. Cross-Department Collaboration: Works collaboratively with clinical leadership to optimize programs and initiatives, including Direct Access, Nutrition appointments, and any other clinical programs. Monitors schedules and works closely with clinical teams to ensure optimization of provider scheduling. Works collaboratively with the billing and insurance verification teams to ensure insurance information is collected accurately. Customer Service & Patient Experience: Acts as the escalation point for patient access-related concerns, providing timely and effective resolutions. Promotes a culture of service excellence throughout the department. Develops role-specific training and orientation, ongoing performance feedback, and ensures staff are trained in customer service best practices. Technology & Reporting: Develops, tracks, and monitors department-specific key performance metrics, including goals and results. Analyzes metrics and produces routine reports to assess departmental performance to support data-driven decisions. Leverages electronic health record and practice management systems to ensure data integrity and workflow efficiency. Performs other duties as assigned. Minimum Qualifications
Education: Associate's or Bachelor's Degree in Nursing, Health Care Administration, or Business with related healthcare experience. Licensure/Certification: n/a Experience: Prior clinical experience, including provider schedule management. Minimum three years of progressive healthcare office management experience highly desired. Proficiency with Microsoft Office programs and EMR systems such as gPM, gGastro, and Epic. Competencies Required
Knowledge: Knowledge of organizational leadership philosophies and a willingness to continue striving for greater leadership learning. Working knowledge of medical terminology, insurance and medical appointment systems. Working knowledge of GIA appointment types, procedures, and anything else related to provider and patient scheduling. Legal considerations when dealing with employment-related matters. Skills: Possesses interpersonal, communication, and listening skills necessary to deal effectively and courteously with patients, physicians, coworkers, vendors and all levels of staff. Ability to foster team member growth, development and employment satisfaction. Problem-solving skills, considering all aspects of issue prior to responding. Proficient computer skills working in an Electronic Medical Record (EMR), Practice Management software, and Microsoft Outlook, Word, and Excel. Demonstrates professionalism and respect in all forms of communication and correspondence. Exhibits a high level of phone and customer/patient service skills and etiquette to provide a positive first impression of the organization. Abilities: Exhibits professionalism and sound judgment in all matters as a member of leadership in the organization. Ability to practice integrity by showing an uncompromising adherence to strong moral and ethical principles and values. Ability to maintain strict confidentiality of personnel, fiscal, and health information. Ability to work in a fast paced, multi-tasking environment while managing rapidly changing demands and re-prioritizing as needed. Maintain calm atmosphere and offer guidance to staff in a variety of situations. Ability to establish priorities, complete tasks, and delegate responsibility based on skill level of individuals involved.