Southern NH Health System - Manager of Access and Engagement Center - Full Time

Position Summary:

The Manager of Access and Engagement Center at Southern New Hampshire is a crucial leadership position tasked with managing the daily operations, performance, and strategic integration of access services that facilitate patient care at Southern New Hampshire Health (SNHH). This role reports to the Executive Director of the Access and Engagement Center and leads a multidisciplinary team responsible for centralized scheduling, referral management, prior authorizations, provider matching, and imaging coordination. The Manager will play a vital role in ensuring operational continuity, fostering team development, and delivering outstanding, patient-focused access services, which are essential for SNHH's ongoing growth, patient satisfaction, and operational effectiveness.

KEY RESPONSIBILITIES:

This role involves leading the SNHH Access and Engagement Center, overseeing scheduling, referrals, provider coordination, imaging, and prior authorization functions. Key responsibilities include collaborating with the Director to align operations with strategic goals, supervising staff, fostering a high-performing and compassionate culture, and serving as a liaison between departments like Revenue Cycle and IT. The role also involves monitoring performance through data, optimizing access processes, supporting staff development, ensuring business continuity during restructuring, and maintaining clear documentation. Overall, the focus is on improving patient access, optimizing workflows, and fostering a collaborative, growth-oriented work environment.

·  Leadership and Oversight:

• Manage day-to-day operations of the Access and Engagement Center, including scheduling, referrals, provider match coordination, imaging support, and prior authorization functions.
• Supervise team leads, coordinators, and frontline staff to foster a high-performing culture based on accountability, compassion, and continuous improvement.

·  Collaboration with Director:

• Align operational processes with SNHH’s strategic priorities focused on growth, access equity, and patient experience.

·  Cross-department Collaboration:

• Serve as a liaison between the Access Center and departments like Revenue Cycle, Imaging, Primary Care, Specialty Services, and IT.

·  Performance Monitoring:

• Monitor performance through dashboards, KPIs, and analytics platforms (e.g., Epic, NICE CX ONE).
• Implement data-driven improvements and optimize workflows.

·  Staff Development:

• Partner with the Training and Development Specialist and Quality Assurance Analyst to improve onboarding, staff competency, and ongoing training.

·  Access Optimization:

• Lead initiatives to optimize access, including referral conversion, reducing prior authorization delays, and improving diagnostic and specialty service throughput.

·  Business Continuity and Restructuring:

• Ensure minimal disruption to operations and patient services during organizational restructuring.

·  Documentation and Process Consistency:

• Maintain workflows, SOPs, and resource guides to ensure consistent processes and scalability for access services.

·  Performance Reviews and Team Engagement:

• Lead performance review meetings, staff huddles, and interdepartmental workgroups to ensure goals are met.
• Foster a supportive and collaborative work environment to promote engagement, retention, and professional growth.

These essential functions reflect the core requirements of the role and are not an exhaustive list of all duties. SNHH will make reasonable accommodations to enable qualified individuals with disabilities to perform these essential functions, unless doing so would cause undue hardship to the organization.