Manager Patient Access Services – Emergency Department

The PAS Manager has the following duties and responsibilities:

1. Team Leadership and Development
Recruits, hires, and trains Patient Access staff to ensure alignment with organizational goals.
Conducts regular performance evaluations and provides developmental opportunities for employees.
Mentors and develops staff through goal-setting, coaching, and succession planning.
Addresses performance and behavioral issues with actionable feedback.
Active and engaged to achieve top percentile outcomes within the PAS division for employee 

2. Operations Management
Oversees departmental workflows to ensure efficient operations and resource utilization. Monitors, meets and achieves performance measurements in according to entity KPIs and PAS dashboards
Manages daily schedules, ensuring adequate staffing coverage to meet volume demands and balance productivity impact.
Conducts quality audits to maintain compliance with registration, scheduling, billing, and insurance verification standards.
Serves as a point of escalation and resolution of complex operational or customer service issues. 

3. Customer Service and Patient Experience
Fosters a positive patient journey by modeling customer service excellence and ensuring staff adherence to service standards.
Responds to patient and family inquiries or complaints promptly, ensuring timely resolutions.
Collaborates with clinical and administrative teams to enhance service quality and patient satisfaction.

4. Compliance and Financial Performance
Ensures adherence to regulatory guidelines, including HIPAA, payer requirements, and hospital policies.
Monitors financial performance, including up-front collections and adherence to financial assistance protocols.
Supports budget preparation and expense control, including overtime management and cost-efficiency measures.

5. Technology and Process Improvement
Develops and maintains expertise in Patient Access applications and technologies, ensuring effective use by staff.
Analyzes performance data to identify and address trends or workflow opportunities.
Implements and promotes process standardization, automation, and best practices to improve efficiency.
Acts as a change agent, implements improvement for service and RC performance with focus on achievement and high reliability outcomes. 

6. Collaboration and Communication
Acts as a liaison between Patient Access and other departments, ensuring alignment with organizational goals.
Represents the department and entity in system-wide initiatives, committees, and workgroups.
Maintains proactive communication with leadership, staff, and internal/external stakeholders. 
 
Education
Associate’s Degree Business Management or equivalent experience (3 Years) Required

Experience
3 Years Healthcare insurance, patient access or billing (must include Supervisory or Office Management experience) Required
Emergency Department Experience Strongly Preferred 
People Management Experience Preferred

Licenses and Certifications
CHAA – Certified Healthcare Access Associate Upon Hire Preferred
 Or
CHAM – Certified Healthcare Access Manager Upon Hire Preferred
CPI – Crisis Prevention Intervention Training Maintained Annually with in 90 Days Required

Skills
Tech-savvy and proficient in Epic, Microsoft Office Suite, and financial/registration software.
Strong leadership, communication, organizational, interpersonal and critical-thinking skills with a focus on customer service and patient advocacy
Ability to analyze insurance coverage, explain benefits, and solve billing issues with confidence
Strong problem-solving and critical-thinking abilities, especially in high-pressure situations.
Comfortable multi-tasking in a fast-paced environment while maintaining attention to detail.
Ability to work with diverse patient populations and show empathy in sensitive financial discussions.
Ability to remain composed and decisive in high-stress or complex situations.
Commitment to continuous improvement, accountability, and service excellence.
Bilingual (Spanish) preferred, but not required.

Why Texas Health? 

At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.

As part of the Texas Health family and its 28,000+ employees, we’re one of the largest employers in the Dallas Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding. Come be a part of our exceptional team as we improve the health of the people in our communities every day. You belong here.

Learn more about our culture, benefits, and recent awards. 

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