Analysis Skills, Business Administration, Call Centers, Capacity Management, Category Management, Clinical Practices/Protocols, Communication Skills, Compensation and Benefits, Continuous Improvement, Cross-Functional, Data Analysis, Employee Benefits, Healthcare Administration, Healthcare Management, Hospital, Information Technology & Information Systems, Leadership, Medicine, Operational Audit, Operational Improvement, Operations Planning, Patient Care, Performance Analysis, Plastic and Reconstructive Surgery, Problem Solving Skills, Public Health, Quality of Care, Reporting Dashboards, Research Skills, Scripting (Scripting Languages), Space Operations, Standard Operating Procedures (SOP), Standards Development, Strategic Planning, System Test, Systems Maintenance, Team Player, Trend Analysis
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Current UPHS-paid Employees must CLICK HERE to apply on the Internal job board
Patient Access Manager - Plastic Surgery
Job ID: 327656
Category: Management/Leadership
Work Type: FT
Location: Philadelphia, PA, United States
Work Schedule: Full Time
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Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Clinical Practices of University of Pennsylvania
Location: Perelman Center for Advanced Medicine-3400 Civic Center Blvd
Department: Plastic Surgery
Hours: Full Time
Summary:
- The Patient Access Manager is responsible for overseeing and optimizing all aspects of patient scheduling, access operations, and clinic capacity management to ensure a seamless, efficient, and patient-centered experience. This role provides operational leadership in managing provider templates, developing and maintaining standard operating procedures, and ensuring efficient use of exam room resources. The manager drives the creation and maintenance of scheduling decision trees and collaborates closely with the Access Center to optimize scripting and workflow alignment. Additionally, the Patient Access Manager leads the implementation, adoption, and ongoing maintenance of access-related tools and technologies, ensuring they support organizational access goals and provider practice needs. The role is accountable for designing and delivering access reporting and analytics that inform operational decisions, identify barriers to care, and support continuous improvement. This position requires strong analytical skills, cross-functional collaboration, and the ability to partner with providers, clinic leaders, IT, and centralized scheduling teams to improve access, throughput, and patient satisfaction. The Patient Access Manager also oversees a department-based team of patient access liaisons who support these access efforts.
Responsibilities:
Provider Template Management and Standard Operating Procedures
- Develop, implement, and maintain standardized provider scheduling templates in collaboration with faculty and clinical leadership.
- Ensure consistency with institutional access guidelines, clinic workflows, and provider availability.
- Create and update departmental standard operating procedures (SOPs) related to scheduling and patient access.
Exam Room Management - Allocation and Utilization Monitoring
- Monitor the allocation and utilization of exam rooms across the department to ensure optimal efficiency.
- Partner with clinic managers and operations teams to resolve conflicts or bottlenecks in room usage.
- Produce and analyze room utilization reports to inform space planning and operational improvements.
Scheduling Decision Tree Management
- Create and maintain department-specific scheduling decision trees to guide accurate appointment scheduling by Access Center staff.
- Ensure updates are made promptly to reflect changes in provider preferences, visit types, or care pathways.
- Train and support staff in the proper use of decision trees to minimize scheduling errors.
Access Center Scripting and Collaboration
- Collaborate with the centralized Access Center to develop accurate and patient-friendly scripting for scheduling, referrals, and pre-visit communication.
- Act as the primary liaison to address scheduling questions, escalations, or access-related concerns.
- Facilitate regular communication between the department and Access Center teams to maintain alignment.
Access Tool/Technology Implementations and Maintenance
- Lead or support the implementation of new access-related tools and technologies within the department (e.g.,self-scheduling, digital intake, referral platforms).
- Monitor tool performance and ensure proper usage and functionality.
- Coordinate with IT and vendor partners for system updates, testing, and issue resolution.
Access Reporting and Analytics
- Develop and distribute access-related reports and dashboards (e.g., appointment lag time, provider utilization, noshowrates).
- Analyze data to identify trends, gaps, or opportunities for improving access to care.
- Present insights and recommendations to departmental leadership and contribute to strategic planning.
Credentials:
Education or Equivalent Experience:
- Bachelor of Arts or Science (Required)
- Education Specialization: Equivalent Experience: •And 6+ years Progressive responsibility in health care practice administration and/or call center in a university/hospital setting
- Master of Arts or Science
- Education Specialization: Health Administration, Business Administration, Healthcare Management, Public Health Equivalent Experience: •And Progressive responsibility in health care practice administration and/or call center in a university/hospital setting
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
Current UPHS-paid Employees must CLICK HERE to apply on the Internal job board
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