ACCESS TO CARE MANAGER

GENERAL DESCRIPTION OF POSITION:

The Access to Care Manager leads Su Clínica's centralized patient access operations across all clinic sites. This role is responsible for the full patient access lifecycle - from the first point of contact through check-in, registration, scheduling, and digital engagement - ensuring that every patient can reach us, be seen, and receive coordinated care without barriers. This is a strategic and operational leadership role. The Access to Care Manager oversees the centralized call center, registration staff, patient portal engagement, and open access scheduling - managing a team that spans multiple departments, a central call center, and all four sites. The manager is accountable for first-call resolution, Athena queue integrity, call center performance, and the patient experience from first contact through arrival. This position plays a critical role in Su Clínica's operational transformation. The Access to Care Manager will participate in building and sustaining the centralized model that replaces the prior siloed, site-based scheduling approach, creating one access standard for all patients, all services, and all locations.

ESSENTIAL JOB FUNCTIONS: (with or without accommodations)

Call center operations and first-call resolution

• Oversee the centralized call center serving all Su Clínica sites through a single access number
• Ensure the IVR routing structure is maintained, trained to, and performing effectively
• Hold the team accountable to first-call resolution as the primary service standard; monitor and report resolution rates monthly
• Manage Athena queue integrity across all call types: scheduling requests, registration errors, referral coordination, Rx refill requests, lab result follow-up, care navigation, digital portal support, and billing support
• Oversee training and performance on all defined call scenarios, including escalation protocols for urgent symptom calls and no-show recovery
• Monitor call volume, queue wait times, abandonment rates, and agent productivity; report metrics to the leadership team monthly
• Manage the answering service relationship for weekends and after-hours coverage

Open access scheduling

• Champion and actively promote open access scheduling: one number, same-day access, no scheduling barriers for established and new patients
• Ensure call center staff are trained and consistently apply open access protocols across all sites
• Monitor same-day fill rates, open slot utilization, and no-show rates; implement real-time recovery strategies for no-show and late-cancel slots
• Ensure scheduling staff are trained on women's health appointment protocols, including gestational-week sequencing and program enrollment, as part of the general scheduling curriculum
• Coordinate scheduling for multi-service visits, ensuring patients with complex needs are scheduled appropriately across service lines
• Collaborate with site practice managers and the CMO to align provider schedules with patient demand

Registration and financial access

• Ensure registration staff apply consistent, accurate registration protocols across all sites and service lines
• Oversee insurance eligibility verification workflows ensuring pre-visit verification is completed for all scheduled patients and walk-ins
• Maintain and improve sliding fee scale enrollment, presumptive eligibility, and program screening processes (Medicaid, sliding fee, CPRIT, HTW, FPP, BCCS, MBCC)
• Ensure registration errors identified through Athena queues are resolved same-day and tracked for root cause patterns
• Coordinate with Revenue Cycle to ensure clean claims at the front end (accurate insurance, demographics, and consent documentation)
• Ensure HIPAA compliance and patient privacy standards are upheld at all access points

Patient portal and digital engagement

• Lead patient portal enrollment as a standard step in the access workflow with every patient offered and supported in portal activation
• Oversee digital engagement staff responsible for portal support, digital access troubleshooting, and patient-facing digital communication
• Monitor portal enrollment rates, active user rates, and patient-initiated messaging volumes; report monthly
• Coordinate with IT and clinical leadership to ensure portal integration with clinical workflows and Athena

Team leadership, training, and culture

• Directly supervise and develop lead access coordinators, registration leads, and digital engagement leads across all sites
• Build and maintain a training curriculum covering open access promotion, Athena system navigation, IVR call tree protocols, all defined call scenarios, nursing and referral handoffs, registration, billing support pathways, and digital portal support
• Establish performance expectations, conduct regular one-on-ones and team huddles, and hold staff accountable to defined metrics and standards
• Champion the culture shift from siloed, site-based access to a unified, patient-centered access model
• Ensure bilingual service delivery is embedded in staffing, training, and call routing
• Partner with HR on hiring, onboarding, and performance management for all patient access staff

Performance management and reporting

• Own a dashboard of key metrics reflecting the health of patient access operations; present monthly
• Core dashboard metrics include (at minimum): first-call resolution rate, same-day fill rate, no-show rate by site, pre-visit eligibility verification rate, portal enrollment rate, Athena queue clearance time, and patient satisfaction scores for access
• Analyze trends and surface root causes of access failures; develop and implement corrective action plans
• Report on call center performance: call volume, average handle time, abandonment rate, and agent productivity
• Support UDS reporting by ensuring accurate patient access and registration data in Athena
• Participate in HRSA site visit preparation related to patient access, sliding fee, and language access requirements

Position directly supervised: Access coordinators, Registration staff, Referral coordination support, Digital engagement staff. Answering service coordination

Knowledge, Skills, and Abilities: (use of equipment, job related knowledge, language, etc.)

Knowledge of FQHC regulatory and compliance knowledge

Knowledge and proficient in electronic health records, Athena strongly preferred

Knowledge of regulatory and compliance expertise

Knowledge of insurance eligibility, Medicaid, sliding fee scale programs, federal health care compliance standards.

Knowledge of HRSA regulations, UDS reporting, and FQHC compliance requirements.

Skilled in Interdisciplinary leadership and collaboration

Skilled in managing multi-site department teams.

Skilled in Change management and strategic planning

Skilled in appointment scheduling in an ambulatory or community health setting

Skilled in data-driven performance improvement

Ability to effectively communicate orally and in writing in both English and Spanish.

Ability to conduct supervision, training, and patient interactions in both languages

Ability to function in executive and clinical leadership environment

Ability to build performance metrics and develop dashboards for executive leadership presentations.

Ability to navigate through patient portal platforms and digital patient engagement strategies

Ability to implement and sustain quality and patient safety management

Ability to function with Interdisciplinary collaboration

MINIMUM QUALIFICATIONS/CERTIFICATES/LICENSES/REGISTRATIONS REQUIRED:

Bachelor's degree in healthcare administration, business administration, public health, or related field; or equivalent combination of education and experience. Minimum 3 years of experience in healthcare patient access, scheduling, or call center operations, with at least 2 years in a supervisory or management role. Preferred: Experience with FQHC, community health center, or safety-net healthcare setting, Experience managing or implementing a centralized call center in a healthcare environment

• Special instructions: Must have a current driver's license and liability insurance and ability and availability to work extended hours.