Pre-Service Operations ManagerAt Samaritan, we do more than deliver healthcare—we make a meaningful difference in the lives of our community every day. We're committed to creating an exceptional workplace where professionals feel valued, supported, and inspired to provide outstanding care to every patient we serve.The Pre-Service Operations Manager is responsible for the daily management and oversight of the organization's pre-service patient access functions, ensuring patients receive timely, accurate, and compassionate service before arriving for care. This position oversees access center operations, pre-service financial clearance, pre-registration, and prior authorization teams, including remote employees.The Manager is accountable for operational performance, professional development, workflow optimization, regulatory compliance, and collaboration with clinical and revenue cycle departments to support exceptional patient experiences while improving financial outcomes. This role ensures patients are financially and administratively cleared prior to service, reducing delays, denials, and avoidable rework.This is a full-time salaried position based onsite, with the potential for a hybrid work arrangement based on organizational needs and successful completion of onboarding and performance expectations.Essential FunctionsOperational ManagementManage the daily operations of all assigned pre-service functions.Ensure efficient, patient-centered workflows across scheduling, financial clearance, insurance verification, pre-registration, and prior authorization.Monitor staffing levels and adjust resources to meet patient demand and service expectations.Develop and maintain standardized procedures to promote consistency across all teams.Identify opportunities to improve operational efficiency and implement process improvements.Participate in strategic planning and departmental initiatives to enhance patient access and revenue cycle performance.Scheduling and Access Center Operations1. Oversee access center professionals responsible for:Multi-specialty schedulingProvider template utilizationCall quality monitoringPatient communicationsSwitchboard/Operator functionsService recoveryWork queue management2.
Monitor key access center metrics, including:Average speed of answerCall abandonment rateHold timesFirst-call resolutionScheduling accuracyProductivity standardsPre-Service Financial Clearance1. Manage financial access specialists responsible for:Financial clearanceInsurance educationPatient cost estimatesFinancial Assistance screeningMedicaid screeningPayment plan discussionsPoint-of-service collections2. Ensure patients receive accurate financial information prior to receiving services.Referrals & Authorization1. Manage prior authorization specialists responsible for:Obtaining required payer authorizationsTracking authorization statusCoordinating with providers and clinical staffEscalating authorization delaysMonitoring payer requirementsPerforming medical necessity reviewReducing authorization-related denialsWork queue managementPre-Registration and Insurance Verification1. Oversee Pre-Registration professionals responsible for:Insurance eligibility verificationDemographic validationRegistration accuracyRequired documentationWork queue management2.
Promote complete and accurate patient records prior to service.Leadership ResponsibilitiesRecruit, hire, train, coach, and develop professionals.Conduct performance evaluations and regular coaching sessions.Establish productivity and quality expectations.Monitor professional performance using key performance indicators.Promote professional engagement and development.Support succession planning and cross-training initiatives.GeneralParticipate in continuing education opportunities.Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in the field of expertise.Ensures no injuries to self or others by following safe work practices and policies. This includes, but is not limited to: security and safety, understanding of chemical Safety Data Sheets (SDS), equipment, infection control, fire, disaster, safe lifting and body mechanics.Ensures self-compliance with organization policies and procedures, as well as labor agreements.Ensures the interface with team members and other support groups is conducted in a courteous and efficient manner conducive to the organization's values.Conducts self in a professional manner and ensures personal appearance meets the standards necessary to perform the job function while representing the organization.Ensures that additional accountabilities, as may be required by management, be handled in a manner necessary to meet organizational standards.Work EnvironmentThe professional in this position reports to the Director of Revenue Cycle. Professionals in this position will work closely with patients and other Samaritan professionals within various departments including Registration, Clinical departments, Patient Financial Services, Coding, Care Management, Physician offices, Information Technology, and others.Education & ExperienceEducation:Bachelor's degree in Healthcare Administration, Business Administration, Health Information Management, Finance, or a related field required.Basic Life Support Heartsaver (HS) level to be completed within three (3) months of hire.Experience:Minimum of five (5) years of progressively responsible experience in healthcare patient access, revenue cycle, or related operations.Minimum of two (2) years of supervisory or management experience.Experience managing multiple functional areas preferred.Experience managing call center or centralized scheduling areas preferred.Experience leading remote or hybrid teams preferred.Experience with Epic or similar electronic health record system preferred.Skills/Competencies:Patient Access operationsRevenue Cycle principlesInsurance verification and eligibilityPrior authorization processesFinancial counselingScheduling and registration workflowsCall Center operationsMedicare, Medicaid, and commercial insurance regulationsProcess improvement methodologiesLeadership and staff developmentConflict resolution and change managementExcellent communication and interpersonal skillsStrong organizational and problem-solving abilitiesProficiency with Microsoft Office applicationsDemonstrates competency in ability to care for customers/patients across the age continuum.Ability to maintain confidentiality and comply with HIPAA requirements.Ability to learn and apply organizational policies, procedures, and communication protocols.Ability to work independently and as part of a team.Demonstrates competency on equipment listed on department specific checklist.Strong critical thinking skills: seeks resources for direction when necessary. Performs independent problem solving. Decision-making is logical and deliberate.Performs actions that demonstrate accountability.
Exercises safe judgment in decision-making. Practices within legal and ethical guidelines.Physical RequirementsOccasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing and pulling. Light physical effort, ability to lift/carry up to 25 lbs.Mostly sedentary work. Prolonged periods of sitting.Frequent computer, telephone, and video conferencing use