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Mgr Patient Access - Patient Access

3151 S. 17Th Street
Wilmington, NC
Job ID: 5311
Date Posted: Nov 23, 2021

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Job Description



NHRMC, established in 1967 in Wilmington, NC, is recognized as a preeminent healthcare organization focused on leading our community to outstanding health. We have an 855 bed network of hospitals and multi-specialty physician group practices with more than 200 physicians. With a network of primary, specialty, neighborhood clinics and regional medical centers; you will find our culture is the very definition of best in practice. Join us and find out how many ways NHRMC offers you the chance to focus on what really matters - our patients and community.

About the Job

Location: NHRMC Business Center A

Department: Patient Access

Full Time Equivalent: FTE: 1.000000

Work Type: 64 to 80 Hours Pay Period

Work Schedule: STD HRS - Standard-Exe or Office w flex

Exempt from Overtime: Exempt: Yes

What You'll Do


Works under the supervision of the Director of Patient Access to plan, coordinate, implement, control and evaluate Patient Access operations. Daily operations will be managed to ensure patient satisfaction, employee satisfaction and registration accuracy for hospital services rendered to patients. Serves as a liaison between Patient Access and other health system staff, physicians, patients, and outside agencies. The manager will monitor registration-related patient and billing work queues to identify issues/errors, tracking, escalation, risk identification and process improvement opportunities to maintain organizational compliance. Responsible for 60 plus FTE’s and budget of the Patient Access cost centers. 


1.The Manager is responsible for the strategic vision of Patient Access including, but not limited to: all points of patient entry at NHRMC, PMH and affiliates.

2.Will be a subject matter expert for the health system in all front-end functions and planning related to revenue cycle operations.

3.Must possess an in-depth knowledge of federal, state, and local regulations that relate to all patient access functions, i.e.: EMTALA, CMS regulations (MOON, IMM, MSP), CMS Family Notification, ABN, HIPAA and other compliance required guidelines.Derives action plans or improvement of any metrics not meeting target.

4.Develop and utilize tools and techniques such as Standard Work, WQ’s, policies and procedures effectively providing exceptional quality registrations, clean claim processing, reduction in administrative denials and a personalized customer service experience to all patients throughout the wellness continuum.

5.Ensures the training and monitoring of registration processes to ensure optimal outcomes against appropriate benchmarks while maximizing Point of Service cash collections.

6.Strong communication and diplomacy skills required and must have the ability to build positive working relationships working as a liaison to support enterprise operations with physicians, practice managers, departments, and individual employees.

7.Provides management of and coordination of team activities and leads the department towards fulfillment of the organization strategic initiatives, consistent with the philosophies of the medical center.Measures, reports, and develops action plans for goal achievement and quality outcomes.

8.Align employee goals with the mission and vision of the organization to achieve results that promote employee engagement and increase retention.

9.Ensure Patient Satisfaction Survey results are communicated weekly to staff and derive action plan for improvement if scores not meeting target.

10.Completes appropriate disciplinary actions, timely organizational rounding in all direct report locations and facilitates annual employee performance reviews; validate adherence to departmental processes and policies.Foster a Just Culture environment.

11.Continual use of LEAN methodologies to foster process improvement initiatives.Participates in the development of Policies and creation/revision of Standard Work.

12.Analyzes organizational efficiencies to develop strategic initiatives to improve productivity and performance.

13.Implement, maintain and collaborate on projects with Information Services to support EPIC upgrades (to include downtimes), improvements to the EMR and system enhancements. Explore technological advancements for streamlining front end department operations.

14.Assist in allocation of funds within budget limits to accomplish departmental objectives.Analyze variances in budget through productivity metrics and review of departmental expenditures.

15.Provide after-hours support to team.Participate in on call weekend rotation. 

Position Requirements


* Bachelors Degree

Other information:

Bachelor of Science/Bachelor of Arts degree required.

Licensure/Certification: None

Experience: 5 Years of relevant experience in a hospital or physician office setting with 3 years of demonstrated management experience. Knowledgeable in EPIC system preferred.

Demonstrates standards of performance (ownership, teamwork, communication, compassion) that support patient satisfaction and principles of service excellence. 

Performs other duties as assigned. 

Individual will possess commensurate combination of education, experience and qualifications.  

Other Information

This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Depending on the location of the job, duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; my employment with the Company is at will.

  • Member Top 100 Hospitals – In 2016 NHRMC was recognized as a Top 100 Hospital demonstrating significant investment and financial sustainability for the communities we serve. 
  • Newsweek's 2020 list of Best Maternity Care Hospitals - NHRMC Betty H. Cameron Women's & Children's Hospital was named as a Best Maternity Care Hospital by Newsweek. 
  • Forbes America’s Best Large Employers 2018 and 2019Link 
  • Becker’s 150 Top Places to Work in HealthcareLink 
  • Healthgrades Outstanding Patient Experience

Consider a career at NHRMC and become part of this award winning team!

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