Manager, Patient Access Services - Mount Sinai Hospital-Full-Time-Evenings

The RCM – Manager of Patient Access Services is responsible for the day-to-day management of Patient Access operations across assigned hospital service areas (e.g., Emergency Department, Admitting, Same Day Surgery, Labor & Delivery). As needed, this role will also provide leadership support to other patient access areas across one or more hospital locations. This role ensures accurate patient registration, insurance verification, financial clearance, and compliance with all regulatory, payer, and organizational requirements.

The Manager provides direct leadership to Patient Access supervisors, leads, and staff. They also support center led revenue cycle initiatives, and promote a consistent, patient-centered access experience. This position works collaboratively with Revenue Cycle, Finance, Case Management, Clinical leadership, IT, and Human Resources to support operational efficiency, regulatory compliance, and patient satisfaction.

• Manage daily Patient Access operations to ensure accurate and timely registration, insurance capture, and compliance with regulatory and payer requirements.
• Monitor performance metrics related to productivity, accuracy, and quality; implement corrective actions as needed.
• Identify workflow gaps and lead process improvement initiatives to enhance efficiency and data integrity.
• Ensure staff receive appropriate onboarding, ongoing education, and regulatory training, including customer service standards (AIDET).
• Maintain working knowledge of patient access workflows, payer requirements, and front-end revenue cycle metrics.
• Support standardized, efficient, and compliant Patient Access practices.
• Build effective working relationships with internal stakeholders across departments.
• Ensure compliance with HIPAA privacy and security standards.
• Adhere to established organizational policies, procedures, and standards of behavior.
• Perform other duties as assigned.
• Supervise, coach, and develop Patient Access supervisors, leads, and frontline staff.
• Foster a culture of accountability, professionalism, and service excellence.
• Manage staff performance in accordance with 1199 collective bargaining agreements, including counseling, corrective action, and disciplinary documentation.
• Maintain effective working relationships with Human Resources and Labor Relations.

• Participate in investigatory meetings, grievance processes, and other labor-related matters as required.

• Communicate operational performance, risks, and improvement initiatives to leadership as appropriate.
• Partner with IT and Revenue Cycle teams to ensure Patient Access workflows are optimized within EPIC.
• Participate in system upgrades, testing, and workflow improvements to support front-end revenue capture and operational performance.

• Experience managing Patient Access or front-end revenue cycle operations within a hospital or large health system.
• Knowledge of registration, insurance verification, and financial clearance processes.
• Strong interpersonal, communication, and leadership skills.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Ability to work effectively in a collaborative, matrixed organization.

• Hospital or ambulatory environment.