Manager of Patient Access

Who we Are:

Nestled into the most northern part of Vermont, North Country Hospital is a community-focused 25 bed critical access hospital, where we prioritize the well-being of our neighbors. North Country Hospital is more than just a healthcare provider; we are a vital part of the community, working together to build a healthier future.  Our patient’s health is our priority, and we go above and beyond to care in every way possible.

Position Statement

The Manager of Patient Access oversees all functions related to patient registration, scheduling, insurance verification, switchboard, and front‑end revenue cycle operations for North Country Hospital. This leader ensures accurate, timely, and patient‑centered access to care while maintaining compliance with federal and state regulations, payer requirements, and CAH‑specific reimbursement standards. The role is responsible for optimizing workflows, strengthening patient experience, and supporting financial performance through clean registration and reduced denials.

Key Responsibilities

Leadership & Operations

• Direct daily operations of Patient Access, including registration, scheduling, pre‑arrival, insurance verification, financial counseling, and switchboard.
• Develop staffing plans, schedules, and workflows that support 24/7 hospital operations.
• Provide coaching, performance management, and professional development for Patient Access staff.
• Foster a culture of service excellence, accountability, and teamwork.

Revenue Cycle & Compliance

• Ensure accurate collection of demographic, insurance, and financial information to support clean claims and reduce downstream denials.
• Oversee compliance with EMTALA, Medicare Conditions of Participation, HIPAA, and CAH‑specific billing and reimbursement requirements.
• Partner with Revenue Cycle, Billing, HIM, and Clinical departments to resolve registration errors, eligibility issues, and documentation gaps.
• Monitor key performance indicators (KPIs) such as POS collections, registration accuracy, wait times, and authorization turnaround.

Patient Experience & Access Optimization

• Lead initiatives to improve patient flow, reduce wait times, and enhance the overall access experience.
• Implement best practices for scheduling, communication, and patient navigation.
• Address patient concerns related to registration, insurance, and financial counseling.

Systems & Process Improvement

• Serve as a subject matter expert for Patient Access modules within the hospital’s EHR/EMR and related systems.
• Collaborate with IT and Revenue Cycle leadership to optimize workflows, templates, and automation.
• Develop and maintain policies, procedures, and training materials.
• Lead continuous improvement initiatives to streamline processes and support organizational goals.

Collaboration & Communication

• Work closely with clinical departments, nursing leadership, and ancillary services to ensure seamless patient flow.
• Participate in hospital committees related to revenue cycle, compliance, quality, and patient experience.

Knowledge, Skills and Abilities:

Required

•  3–5 years of experience in Patient Access, Revenue Cycle, or hospital registration.
•  2 years of supervisory or management experience.
•  Strong knowledge of insurance requirements, Medicare/Medicaid, and CAH billing regulations.
•  Proficiency with EHR/EMR systems and patient access software.

Preferred

• Associate’s degree in business, Healthcare Administration, or related field (or equivalent experience).
• Experience in a critical access or rural hospital setting.
• Certification such as CHAA or CHAM.
• Experience with process improvement methodologies (Lean, Six Sigma).