Patient Access Manager in Los Gatos, California at Silicon Valley Medical Development

El Camino Health Medical Network is currently seeking a talented Patient Access Manager to join our growing healthcare team!

Location: Los Gatos, CA

Schedule:8:00am-5:00pm

Pay: $115,000-130,000 annually

El Camino Health Medical Network (ECHMN) is a growing healthcare provider organization delivering high-quality, community-based ambulatory care across the Greater Silicon Valley. We are committed to coordinating care that meets the needs of the diverse communities we serve, while simplifying the healthcare experience for both patients and providers.

At ECHMN, we value collaboration, accountability, and innovation. Our teams work closely across disciplines to support physicians, improve access to care, and deliver a consistently high standard of service. We offer a supportive and engaging work environment where individuals are empowered to make an impact and contribute to meaningful growth.

If you are passionate about healthcare, driven by purpose, and eager to work in a collaborative, patient-centered organization, we invite you to explore a career with El Camino Health Medical Network.

Summary:

The Patient Access Manager is responsible for the day-to-day leadership and operational oversight of a centralized call center team of 25+ Patient Access Agents serving an outpatient medical network. This role ensures the seamless delivery of patient access services — including scheduling, registration, insurance verification, prior authorization, and financial counseling — while maintaining exceptional patient experience standards, regulatory compliance, and key performance metrics. The Manager serves as the primary point of accountability for staff performance, workflow optimization, and cross-functional collaboration with clinical, billing, and operational stakeholders across the network.

Essential Functions:

Team Leadership & Workforce Management

• Directly supervise, coach, and develop 25+ Patient Access Agents, fostering a high-performance, patient-centered team culture.
• Conduct regular one-on-ones, team huddles, and performance reviews; provide real-time feedback and corrective action as needed.
• Manage scheduling, time-off requests, and shift coverage to ensure adequate staffing across all call center hours of operation.
• Lead recruitment, onboarding, and training for new agents; develop competency-based orientation programs.
• Identify top performers for advancement and implement succession planning within the department.

Call Center Operations & Performance

• Monitor daily call center activity, including inbound/outbound call volume, abandonment rates, average handle time, and service level agreements (SLAs).
• Analyze workforce management data and adjust staffing models to meet patient demand across all network locations.
• Establish, track, and report on KPIs including scheduling accuracy, authorization turnaround, point-of-service collections, and patient satisfaction scores.
• Implement and enforce standardized workflows, scripts, and escalation protocols to ensure consistency and quality across all agents. Oversee quality assurance programs including call monitoring, audit reviews, and agent scorecards.

• Patient Access

• Ensure accurate and timely patient registration, demographic data entry, insurance eligibility verification, and benefits investigation.
• Oversee prior authorization workflows for all outpatient services, ensuring compliance with payer requirements and minimizing delays in care.
• Supervise financial counseling activities, including self-pay collections, payment plan establishment, and charity care screening.
• Collaborate with billing and coding teams to reduce claim denials attributable to front-end access errors.
• Monitor and maintain compliance with HIPAA, CMS regulations, and organizational policies related to patient data and access.

• Cross-Functional Collaboration & Stakeholder Communication

• Serve as the primary liaison between the call center and outpatient clinic administrators, providers, and department heads across the network.
• Partners with IT, EHR teams, and vendor contacts to troubleshoot system issues and implement enhancements to scheduling and registration platforms.
• Present operational reports and performance dashboards to senior leadership on a regular cadence.
• Participate in revenue cycle steering committees, process improvement initiatives, and network expansion planning.

Training, Compliance & Process Improvement

• Develop and maintain up-to-date training materials, policy manuals, and standard operating procedures (SOPs) for all patient access functions.
• Drive continuous improvement initiatives using data analytics, staff feedback, and patient satisfaction surveys.
• Champion the use of technology tools (Automated eligibility, patient portal) to streamline access workflows.

Minimum Requirements:

• Education: Bachelor’s degree in healthcare administration, Business, or a related field
• Leadership: Minimum 2 years in a supervisory or management role overseeing a team of 10 or more staff
• Systems: Demonstrated proficiency with Electronic Health Record (EHR) systems (Epic)
• Revenue Cycle: Working knowledge of insurance verification, prior authorization, and medical billing processes
• Compliance: Strong understanding of HIPAA regulations and healthcare compliance standards

Preferred Qualifications:

• Master’s degree in healthcare administration (MHA) or Business Administration (MBA)
• Certified Healthcare Access Manager (CHAM) or Certified Revenue Cycle Representative (CRCR) credential
• Experience managing centralized or multi-site call center operations in a large outpatient or ambulatory network
• Familiarity with workforce management platforms (e.g. Cisco, Webex) and call center telephony systems

Work Environment & Physical Requirements:

• Standard call center environment; extended periods of computer and telephone use
• May require occasional evening or weekend availability to support operational needs or staff coverage.
• Travel to satellite outpatient clinic locations within the network may be required periodically.