Upstate New York HERC

Working/Functional Title

Access Center Manager

Position Summary

Job Summary:

The Patient Access System Manager drives operational excellence across patient access services by setting clear performance standards, optimizing workflows, and ensuring staff accountability. This role leads call center, referral, and scheduling operations to enhance efficiency, improve access, and deliver a seamless, patient-centered experience while partnering with leadership to continuously improve systems and outcomes.

Key Responsibilities:

• Plan and oversee workflows to support patient access operations
• Monitor and improve performance standards and KPIs
• Ensure accuracy of patient registration and insurance data
• Develop and maintain SOPs and training materials
• Optimize use of systems and platforms (e.g., Epic)
• Promote a patient-centered access experience
• Oversee resolution of patient inquiries (billing, scheduling, insurance)
• Handle escalated concerns with professionalism and timely follow-up
• Partner with clinical, operational, and administrative leaders
• Provide recommendations to improve access and communication processes
• Coach and develop staff to achieve performance goals
• Serve as subject matter expert for patient access operations

Minimum Requirements

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in Business or Healthcare Administration or a related field; three to five years of related and progressively more responsible or expansive work experience in a medical clinic practice, ambulatory setting or health facility involving physician practice, including experience in management and supervision; or an equivalent combination of education and experience.

Desired Qualifications

• Knowledge of Call Center operations
• Knowledge of data mining, analytics, or senior level reporting.
• Knowledge of EMRs (EPIC preferred) and MyChart functions
• Knowledge of call center technology as work force management, scheduling builds and protocols, Customer Relationship Management
• Comprehensive knowledge of clinical processes and workflows preferred
• Previous supervisory or management experience required
• Excellent leadership, communication, and problem-solving skills

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Application Materials

Resume 

Cover letter

Work Hours

STANDARD 8-5

Website

https://healthcare.msu.edu/

Summary of Health Risks

Exposure to human blood, serum, and other body fluids; and materials covered under Universal Precautions; TB risk or work within three (3) feet of patients in a health care setting; wear a respirator.

The Bidding Eligibility ends on 05/12/2026 at 11:55 PM

About Michigan State University

Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.

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