Avance Care is in the business of improving the standard of healthcare. As one of the largest networks of independent primary care practices in North Carolina, we provide comprehensive care for our patient’s physical, mental, and emotional health. 

We are seeking an experienced and analytical leader to join our team as a Patient Access Manager. This candidate should have a strong background in leadership, driving efficiency, and a commitment to excellence in patient access services.

• Provide organizational leadership and management for day-to-day call center operations.
• Ensure that all activities within the patient access center are properly coordinated, monitored, tracked, and resolved.
• Maintain commitment to company quality standards.
• Build relationships and partner with stakeholders in the patient access center and across the functional areas to improve service delivery.
• We offer a comprehensive benefits package available on the first of the month following 30 days of employment.

Selected Responsibilities:

• Serve as a liaison with internal and external teams to proactively identify strategies, support, and provide resources to help team members deliver optimal customer service
• Monitor organization KPIs around patient access, including, but not limited to, such as wait time, Third Next Available Appointment (TNAA), cancellations, no-shows, and portal usage
• Communicate patient access trends and strategize in collaboration with practice and operations leadership
• Proactively identify and successfully execute process improvement efforts related to patient access operations
• Ensure a closed loop process of the resolution of any patient complaints, grievances, and escalations related to the service delivery and patient experience
• Design and implement decision trees for centralized scheduling, and provider templates
• Collect and analyze patient access & call center statistics, including daily monitoring of key performance indicators 
• Act as an organizational liaison for EMR Portal usage, functionality and patient engagement in collaboration with analyst and information technology teams

Ideal candidates will have a bachelor’s degree in business administration, health administration or related field required, 3-5 years of healthcare operations experience and/or equivalent experience in patient access and call center operations. In addition to having experience in data analysis and visualization.

Other Priorities:

• Excellent verbal and written communication skills
• Strong attention to detail
• Excellent problem-solving and analytical skills
• Effective time management and workload prioritization skills
• Proven leadership abilities
• A growth mindset, with a willingness to learn and adapt
• Technical aptitude or proficiency in job-specific software/systems like Epic

If you are excited to join a growing organization focused on changing the way healthcare is delivered to patients in North Carolina, please submit your resume.

Avance Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to religion, race, creed, color, sex, sexual orientation, gender identification, alienage or citizenship status, national origin, age, marital status, pregnancy, disability, veteran or military status, predisposing genetic characteristics or any other characteristic protected by applicable federal, state or local law.

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