Overview
Abax Health is a healthcare technology company dedicated to enhancing the patient's financial experience through data-driven engagement. Our platform and tech-enabled services enable hospitals and health systems to identify patients at financial risk, personalize outreach, and optimize patient access operations. By combining empathy with innovation, we empower providers to improve outcomes and drive operational performance.
Mission & Vision
Ensure that every patient receives the care they need, when they need it. To be the trusted source of patient access innovation increasing revenue and transforming patient access and financial clearance by reducing administrative burdens, uncovering untapped revenue, and improving the financial and clinical outcomes for patients and health systems across the United States.
Location:United States | Remote
Location Eligibility:Candidates must currently reside in the United States. This role is not available to residents of California, New Jersey, New York, Montana, Hawaii, or Alaska, or of any U.S. territory.
Summary
The Patient Access Manager leads Abax Health’s remote Patient Access operations across assigned client partners. Reporting to the Director of Patient Access Operations, this role leads supervisors who oversee patient registration, insurance verification, prior authorization, and scheduling teams. The Patient Access Manager is also the escalation point for performance, employee relations, and client concerns.
You will turn operational data into decisions. Supervisors handle day-to-day issues and produce reports. You analyze those reports to determine whether SLAs are being met, what is driving trends, and when to escalate to the client. You will use both spreadsheets and AI tools for this work, including building your own dashboards and agents.
This role suits an experienced Patient Access leader who is energized by a growing company. At Abax, managers partner closely with leadership during new client implementations and go-lives, then stabilize and grow the team after launch. You will support multiple clients and work alongside multiple leaders, and teamwork is central to how we operate.
Responsibilities
Leadership and Team Development
- Lead, coach, and develop Patient Access Supervisors and the teams they support.
- Set clear expectations for performance, accountability, and professional growth.
- Serve as the escalation point for corrective actions, performance improvement plans (PIPs), and terminations, in partnership with HR.
- Participate in interviewing and selecting Patient Access staff and supervisors.
- Build a team culture grounded in collaboration, ownership, and commitment to patient care.
Patient Access Operations Oversight
- Oversee team performance in patient registration, insurance verification, prior authorizations, and appointment scheduling.
- Ensure standardized workflows are carried out consistently across assigned client programs.
- Identify workflow inefficiencies and put scalable process improvements in place.
- Ensure compliance with HIPAA, client requirements, SLAs, and organizational policies.
- Ensure staff recognize when a conversation needs a qualified medical interpreter, such as clinical or consent discussions, and follow established interpreter and language access procedures.
Performance Reporting and Analytics
- Analyze supervisor-generated and system reports to evaluate SLA performance, productivity, quality, and work inventory.
- Identify upward and downward trends, determine root causes, and build action plans with supervisors.
- Escalate risks to clients proactively, such as work inventory shortages or performance gaps.
- Use Excel and AI tools, such as Claude, to build and maintain performance dashboards and reporting agents.
- Prepare clear, data-driven performance reporting for Abax leadership and client partners.
Client Partnership and Implementation
- Serve as a primary operational contact for assigned clients.
- Partner with leadership during new client implementations and go-lives, setting expectations with staff and clients before launch.
- Participate in client meetings, performance reviews, and issue resolution.
- Support onboarding of new clients, workflows, and technologies as Abax grows.
Operational Excellence
- Maintain process documentation and best practices.
- Lead continuous improvement initiatives that improve patient experience and operational outcomes.
- Adapt to changing client and payer requirements.
- Perform other duties as assigned.
Bilingual Team Support (bilingual candidates only, not required)
- Serve as a Spanish-language resource for supervisors and staff working bilingual lines.
- Support quality review of Spanish-language patient interactions.
Qualifications and Experience
Required
- High school diploma or GED.
- 3+ years of experience leading leaders, such as supervisors or team leads.
- 1+ year of direct supervisory experience in Patient Access.
- Experience overseeing teams that perform insurance verification, prior authorizations, and patient scheduling.
- Patient Access Manager experience or higher in a hospital, physician practice, healthcare call center, or similar patient-facing setting.
- Hands-on experience with electronic medical record (EMR) systems.
- Strong Excel and data analysis skills, with the ability to interpret reports and turn findings into action.
- Willingness to learn and use AI tools in daily work, including building dashboards and agents.
- Experience handling employee relations matters, including corrective action and performance improvement.
- Ability to work independently in a remote environment with limited day-to-day oversight.
Preferred
- College’s degree.
- Fluency in spoken and written Spanish and English. This is preferred, not required. Candidates who list Spanish fluency will complete a language proficiency assessment during the hiring process.
- Experience with Cerner or Epic.
- Experience using Claude or similar AI tools.
- Experience across multiple environments: hospital, physician office, and central scheduling.
- Experience supporting multiple clients or service lines, including BPO or contact center environments.
- Experience leading teams through new client implementations or go-lives.
- Working knowledge of Medicare, Medicaid, and commercial insurance plans.
Physical Demands and Working Conditions
- Fully remote, U.S.-based position.
- Candidates must currently reside in the United States. This role is not available to residents of California, New Jersey, New York, Montana, Hawaii, or Alaska, or of any U.S. territory.
- West coast client operations run until 8:00 PM Eastern. Candidates in the Eastern time zone should expect to work later hours.
- Requires reliable high-speed internet and a private, quiet, and focused workspace that protects patient confidentiality.
- Prolonged sitting while working at a computer and using a telephone or headset.
- Frequent virtual meetings with staff, leadership, and client partners.
- Clear, professional communication with patients, providers, and colleagues in every interaction.
- May cover for scheduling call line which includes high volume of calls and inquiries, including phone-based communication.
Benefits
- FLSA Classification: Exempt
- Benefits Offered:
- Employer sponsored Medical, Dental & Vision
- HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
- Flexible Time Off Plan & Paid Holidays
- Employee Referral Bonus
