Patient Access & Experience of Care Manager

**Position:** Patient Access & Experience of Care Manager **Department:** Business Intelligence and Innovation **FLSA Status:** Exempt **Reports To:** Director of Business Intelligence and Innovation **JOB DESCRIPTION** **JOB SUMMARY:** The Patient Access and Experience of Care Manager is responsible for leading and advancing strategies that improve the patient experience and patient access performance across assigned client practices. This role partners with clinical, operational, and executive leaders to identify barriers to care, improve access to services, strengthen patient-centered workflows, and drive measurable improvements in patient experience outcomes. The manager serves as both a strategic leader and operational consultant, utilizing data analytics, coaching, process improvement methodologies, and relationship-building skills to support clinics in achieving excellence in access, service, and patient-centered care. The position plays a critical role in aligning patient experience and access initiatives with organizational quality, value-based care, and growth objectives. **Supervisory Responsibilities:** * None **Safety Sensitive Role:** * Yes **Duties/Responsibilities:** **Patient Experience Leadership** * Lead the patient experience improvement strategy for assigned client practices. * Analyze patient satisfaction and experience data, including Press Ganey and other patient feedback platforms. * Partner with providers, clinic managers, and operational leaders to develop and implement action plans addressing patient concerns and service opportunities. * Facilitate patient experience reviews, leadership meetings, and performance improvement discussions. * Conduct clinic observations and provide at-the-elbow coaching to providers and staff. * Support culture-building initiatives that promote service excellence and patient-centered care. * Provide education and training regarding communication skills, service recovery, and evidence-based patient experience practices. * Monitor trends and identify opportunities for proactive intervention and sustained improvement. **Patient Access Leadership** * Lead patient access performance initiatives across assigned client practices. * Develop and implement strategies to improve: + No-show rates + Schedule fill rates + Days to new + Days to established + Template utilization * Partner with clinic leaders to evaluate scheduling workflows, staffing models, and provider templates. * Identify barriers to timely patient access and develop corrective action plans. * Promote best practices related to scheduling, patient outreach, reminder systems, MyChart utilization, and eCheck-In adoption. * Lead access improvement projects and monitor progress toward organizational goals. **Data Analytics and Performance Improvement** * Develop and maintain dashboards and reports related to patient experience and assess performance. * Translate complex data into meaningful and actionable insights. * Support clinic leaders through coaching, data reviews, and performance consultations. * Utilize Lean, PDSA, and other continuous improvement methodologies to improve outcomes. * Identify trends, root causes, and operational opportunities through quantitative and qualitative analysis. * Present findings and recommendations to executive and operational leadership. **Leadership and Collaboration** * Build strong relationships with providers, clinic managers, medical directors, and executive leadership. * Collaborate with Quality, Operations, Care Coordination, Marketing, and Information Technology teams. * Serve as a subject matter expert for patient experience, service excellence, and access optimization. * Participate in organizational committees and workgroups focused on quality, growth, and patient-centered care. * Promote alignment between patient experience goals, quality initiatives, and value-based care strategies. **Required Skills/Abilities:** * Strong understanding of ambulatory operations, patient access, and patient experience principles. * Advanced, critical thinking, analytical and problem-solving abilities. * Ability to interpret performance data and convert findings into actionable improvement plans. * Strong facilitation, coaching, and presentation skills. * Experience leading organizational change initiatives. * Excellent interpersonal and relationship-building skills. * Ability to influence without direct authority. * Strong project management and organizational skills. * Proficiency with Microsoft Office, Power BI, reporting platforms, and healthcare analytics tools. **Education and Experience:** * Bachelor's degree in healthcare administration, nursing, business, public health, or related field required. * Minimum of three (3) years of experience in healthcare operations, patient experience, access management, quality improvement, or practice management required. * Master's degree in healthcare administration, business administration, public health, or related field preferred. * CPXP (Certified Patient Experience Professional) certification preferred. * Lean, Six Sigma, or other performance improvement certifications preferred. * Experience working in value-based care environments preferred. **Physical Requirements:** * Prolonged periods of sitting and working at a computer. * Frequent use of office equipment, including computers, monitors, keyboards, and telephones. * Must be able to lift up to 15 pounds occasionally. **Disclaimers** * This job description reflects EngageMED’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. * Critical features of this job are listed above. They may be subject to change at any time due to reasonable accommodation or other reasons. **Coworker Print Name: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_** **Coworker Signature: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Date: \_\_\_\_\_\_\_\_\_\_\_\_\_\_**