Patient Access PSR Manager at Primary Health Solutions

Description

About Primary Health Solutions

Our Mission

We meet people where they are and partner with them on their journey towards wellness.

Our Vision

The destination for servant leaders to provide comprehensive and exceptional care.

Our Values

R – Respect

I – Innovation

S – Stewardship

E – Excellence

Patient Access PSR Manager Overview

The Patient Access PSR Manager is responsible for oversight and optimization of the scheduling, registration, and check-out functions within the PHS clinic environment. This role ensures a streamlined, high-quality patient access experience, drives operational accuracy (demographics, insurance, data capture), supports the revenue cycle by enabling accurate front-end processes, and leads the team toward service, compliance and performance goals.

A Day in the Life:

Leadership

• Driving results by taking initiative, managing execution, and holding self and others accountable to achieve goals, even in challenging circumstances.
• Understanding the business from the customer’s perspective, using key performance indicators to make informed decisions, and ensuring timely decisions that advance the organization.
• Engaging people through effective communication and building collaborative relationships across the organization.
• Holding oneself accountable by fostering trust, demonstrating self-awareness and self-development, and remaining flexible and adaptable.
• Maximize contribution to ensure meeting company strategic goals, key performance indicators or initiatives.
  
  

Operations & Team Management

• Lead and manage the day-to-day operations of the patient access team (schedulers, registrars, check-out staff) across clinic sites.
• Develop, implement and refine standardized workflows for scheduling appointments, patient registration, and check-in/out processes.
• Ensure all patient demographic, insurance/eligibility, consent, and capture requirements are met at registration to support billing/reimbursement and minimize denials.
• Oversee appointment scheduling processes: manage triage scheduling requests appropriately, optimize provider/room resources, manage cancellations/reschedules, minimize no-shows, and monitor scheduling KPIs.
• Collaborate with department level leadership, clinic site staff, revenue cycle, and other departments to ensure operational efficiency with patient access processes and policies
• Monitor and report key metrics (e.g., registration accuracy rate, schedule fill, patient wait times, collection capture, patient satisfaction scores) and drive improvement initiatives.
• Ensure compliance with regulatory requirements (HIPAA, state/federal patient access standards, payer policies) and internal policies in all aspects of access operations.
• Partner with HR and patient access training team to lead staffing, recruitment, training and development of the patient access team; set performance goals, conduct coaching, performance reviews, and manage corrective actions as needed.
• Act as subject matter expert for patient access systems (EHR scheduling modules, eligibility/insurance verification tools) and partner with IT and revenue cycle teams on system enhancements.
• Foster a patient-centric culture: ensure timely, courteous, accurate service at check-in and check-out; address patient/family escalations and identify trends for improvement.
• Participate in cross-functional process improvement initiatives (e.g., Lean, Six Sigma) to enhance access operations, reduce registration delays, and streamline check-out payment collection.
• Maintain awareness of industry trends, best practices and payer regulations related to patient access, and make recommendations for departmental improvements.
  
  

Core Competencies

• Customer Service: Committed to increasing customer satisfaction, sets proper customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met.
• Communication: Understand and communicate effectively with others using a variety of contexts and formats, which include writing, speaking, reading, listening and interpersonal skills.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
  
  

Supervisory Responsibilities

Lead Patient Service Representatives and other patient access staff.

Requirements

Success Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience

• 3+ years in medical front office, revenue cycle or patient access roles, ideally in a multi-site or FQHC setting.
• Proficient in developing and maintaining standard work and policies related to Patient Access functions.
• Proficient in Electronic Health Record software, NextGen experience preferred.
• 2 years of leadership experience required – or – 5 years of relevant experience within the job description.
• Excellent verbal and written communication skills.?
• Advanced organization skills.?
• Attention to detail to ensure accuracy.?
• Familiarity with medical terminology.?
• Able to work independently and possess strong time management skills.?
• Excellent problem-solving skills.
  
  

Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills To perform this job successfully, an individual should have the ability to gain knowledge of current practice management system, electronic medical record, Microsoft Word, text paging, Internet, and Intranet. Certificates, Licenses, Registrations None required for this position. Other Applicable Requirements Ability to speak Spanish desirable. Skill with patients in lower socio-economic sectors of the community. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee are occasionally exposed to fumes or airborne particles; toxic or caustic chemicals and risk of radiation. The noise level in the work environment is usually moderate. Affirmative Action/EEO Statement It is the policy of Primary Health Solutions to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.