Southern NH Health - Manager, Access and Engagement - Access Center, SNHH - Full Time

Who We Are:

Southern New Hampshire Health has been a cornerstone of the region since 1893, delivering high-quality, compassionate care close to home. Anchored by Southern New Hampshire Medical Center—a 188-bed, DNV-accredited hospital in downtown Nashua with a Level III-N trauma center, Level II Special Care Nursery, and Magnet® designation for nursing excellence—we offer a full spectrum of services from primary care to advanced diagnostics and specialized treatments. Our medical staff includes over 500 providers from Foundation Medical Partners, and local practices. Foundation Medical Partners, our multi-specialty group, across southern New Hampshire and northern Massachusetts, providing coordinated, patient-centered care to thousands each year.

About the Job:

TheManager of Access and Engagement Centerplays a pivotal leadership role in overseeing the daily operations, performance, and strategic alignment of access services that connect patients to care. Reporting to the Executive Director, this role leads a multidisciplinary team responsible for centralized scheduling, referral management, prior authorizations, provider matching (HealthMatch), and imaging coordination. The manager ensures operational continuity, fosters team development, and drives patient-centered service excellence—critical to SNHH’s growth and success.

What You’ll Do:

• Lead and manage the Access and Engagement Center’s operations including scheduling, referrals, imaging, and authorizations.

• Supervise team leads and frontline staff, cultivating a culture of accountability, compassion, and continuous improvement.

• Collaborate with departments such as Revenue Cycle, Imaging, Primary Care, Specialty Services, and IT to streamline access workflows.

• Monitor performance using Epic, NICE CXone, and other analytics platforms; implement data-driven improvements.

• Partner with Training and Quality teams to enhance onboarding, competency development, and ongoing staff training.

• Drive access optimization initiatives to reduce delays and improve throughput across diagnostic and specialty services.

• Maintain documentation of workflows, SOPs, and resource guides to ensure consistency and scalability.

• Lead performance reviews, staff huddles, and cross-functional workgroups.

• Support business continuity during organizational changes and ensure minimal disruption to patient services.

Who You Are / Requirements:

• Bachelor’s degree in Healthcare Administration, Business, or related field (Master’s preferred).

• 5+ years of progressive experience in healthcare access, scheduling, or patient services.

• 2+ years of formal leadership experience in a healthcare setting.

• Strong interpersonal and communication skills with a focus on transparency and empathy.

• Proficient in Epic scheduling workflows, referral systems, and access optimization strategies.

• Familiar with NICE CXone or similar call center technologies.

• Skilled in data analysis and KPI-driven decision-making.

• Able to manage multiple priorities in a fast-paced environment.

• Professional certifications (e.g., SHRM-CP, CCP, CBP) preferred.

Why You’ll Love Us:

• Health, dental, prescription, and vision coverage for full-time & part-time employees

• Short-term, long-term disability, life & pet insurance

• Tuition reimbursement & Nursing Student Loan Paydown Program

• 403(b) Retirement savings plans

• Continuous earned time accrual

• Flexible, hybrid work environment

• Collaborative, high-trust culture with direct access to decision-makers

• Strong infrastructure and administrative support

• & So much more!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability status, veteran status, or any other characteristic protected by law.

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