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Learn more about working at Beth Israel Deaconess Hospital Needham

Manager, Patient Access

Needham, Massachusetts

Organization Facility: Beth Israel Deaconess Hospital Needham Category: Patient Access Job ID: JR31311 Date posted: 09/13/2023
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When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Job Summary: The Manager of Patient Access is responsible for the efficient operation of the Patient Access Department including overseeing the daily activities and employees. Makes recommendations for process improvements. Prepare work schedule ensuring appropriate coverage is maintained. Coordinates Patient Access activities with other departments to ensure all department needs are met in the most efficient manner.

Job Description:

Essential Responsibilities:
  1. Responsibility for adequate staffing for all areas of the Patient Access Departments. Schedules and staffs to allow consistent and efficient workflow to minimize patient processing delays.
  2. Provides training and ongoing job development of all employees.
  3. Reports clerical and computer issues originating from or related to the patient registration process which delays patient wait time or other hospital areas.
  4. Improves and maintains good communication among all staff to achieve the goals and objectives set forth for the office and the hospital.
  5. Enters weekly payroll for the department accurately and timely.
  6. Maintains interdepartmental communications and works with others to identify and solve any issues identified.
  7. Determines own and other departmental needs in the area of education by conducting in-service programs or one-on-one training as necessary.
  8. Acts as a team member and responds in a positive manner to necessary changes.
  9. Assures smooth functioning of registration areas. Ensures department outcomes meet and/or exceed industry standards for front-end cash collection, patient pre-registration and registration, admissions, eligibility verification, coordination of benefits, productivity and compliance.
  10. Develops policies and procedures as needed. Periodically reviews policies and procedures and makes recommendations for change.
  11. Has the authority to direct and support employees daily work activities. Has authority to undertake or recommend the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: More than 7 Indirect Reports: None

  12. Assists in planning, monitoring and/or managing budget in functional area of department.

Required Qualifications:
  1. High School diploma or GED required.
  2. 3-5 years related work experience required and 3-5 years supervisory/management experience required
  3. Excellent problem solving skills and the ability to multi-task.
  4. Expertise in registration routines.
  5. Knowledge of medical terminology with proficiency in Word and Excel.
  6. Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.
Preferred Qualifications:
  1. Some post high school education (certificate or degree) in a healthcare or business related field.
  1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
  2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
  3. Independence of Action: Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provides broad guidance and overall direction.
  4. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
  5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
  6. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
  7. Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
  8. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally

FLSA Status:


As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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