The Manager of Patient Access for the Institute for Maternal Fetal Health provides leadership and operational oversight for all front‑end access functions. This role ensures accurate and timely patient registration, check‑in/check‑out processes, payment collection, scheduling, and insurance authorization. The manager is responsible for staffing, training, coaching, developing policies and procedures, and maintaining high standards of quality, compliance, and patient service. They lead a team focused on operational excellence and continuous improvement by implementing and monitoring workflows that support accuracy, efficiency, and a positive patient experience.

In addition, the Manager of Patient Access serves as a key liaison among clinical teams, administrative leaders, and external payers-promoting seamless communication, proactive problem‑solving, and strong collaboration. The role works closely with the ACC Clinical Manager, the Director of Operations, and the SVP of the Department of Pediatrics to optimize department performance, support smooth and timely entry into care, and uphold the integrity of all patient access processes.

Essential Functions:

Lead and manage daily operations of Patient Service Representatives, schedulers, and authorization staff, including hiring, onboarding, coaching, performance evaluations, corrective action, scheduling, and disciplinary processes.

Oversee all front‑end patient access functions, including registration, check‑in/check‑out workflows, insurance eligibility, prior authorizations, financial counseling referrals, payment collection, and timely follow‑up in work queues.

Monitor operational performance and metrics, addressing barriers to efficiency, accuracy, revenue capture, and patient satisfaction. Evaluate and optimize work processes, time management, staffing levels, and resource utilization to maximize productivity and service excellence.

Ensure compliance with scheduling protocols, payer rules, authorization requirements, documentation standards, and EMR workflows.

Collaborate with revenue cycle teams, payer authorization staff, ACC leadership, the Access team, and other departments to support strategic, operational, and financial goals. Support revenue cycle integrity by analyzing workflows, monitoring staff performance, identifying opportunities for process refinement, and ensuring adherence to financial policies.

Prepare, analyze, and report key data, in partnership with Business Ops Manager. Including monthly operational reports, scorecard metrics, denial trends, and departmental performance indicators. Track trends, support decision‑making, identify root causes of denials, and recommend strategies to reduce errors and self‑pay balances.

Develop, implement, and update policies and procedures, ensuring continuous improvement, consistent workflows, and reliable staff training.

Serve as a primary point of escalation for complex scheduling, insurance, or patient access issues, coordinating with clinical and administrative teams to resolve concerns promptly.

Ensure operational readiness for clinic changes, urgent scheduling needs, cancelled clinics, and updates to insurance or departmental policies.

Promote service excellence and a positive patient experience by identifying opportunities for improvement and supporting organizational service initiatives.

11. Perform additional responsibilities as assigned by leadership to support department and institute goals.

Requirements:

High School Diploma required and Associate or Bachelor's degree preferred.

More than 5 years of specialized work experience in Fetal Care Center scheduling and billing.

Previous insurance and billing experience is required. Experience in management or lead role preferred

Billing and Coding certificate (CCCR-Certified Revenue Cycle Representative); Demonstrate willingness to enroll preferred.

About Us

Nemours Children's Health is an internationally recognized children's health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children's hospitals - Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. DuPont Trust, as well as other income.

As one of the nation's premier pediatric health systems, we're on a journey to discover better ways of approaching children's health. Putting as much focus on prevention as cures and working hand in hand with the community to make every child's world a place to thrive. It's a journey that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention, leading to the healthiest generations of children ever.

Inclusion and belonging guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build an inclusive and supportive environment. All of our associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.

To learn more about Nemours Children's and how we go well beyond medicine, visit us at www.nemours.org .