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The Access Manager, Breast Health, is a key access leader responsible for ensuring an exceptional patient scheduling experience across our comprehensive breast health services. This role provides direct staff supervision, oversees daily access operations, supports staff through consistent coaching and development, and drives accountability for established workflows and protocols. This position plays a vital role in optimizing appointment scheduling and supporting faculty practices. Working closely with Oncology Access and Breast Leadership, the Access Manager helps advance initiatives to improve access metrics and enhance the patient experience. This role collaborates directly with physicians and clinical leaders on access-related workflows and priorities. Serves as a first-line decision-making resource for staff and patient concerns.
Job Responsibility:
Oversee daily access operations for Breast Medical Oncology and Breast Surgery, ensuring efficient scheduling of new patient consults, clinic visits, and surgical cases
Provide direct supervision, coaching, and performance management to access and scheduling staff
Partner with the call center leader to ensure continuous communication regarding clinical operations that impact call center workflow
Proactively manage key access metrics, including third-next-available, no-show rates, room utilization, and appointment utilization, identifying trends and recommending improvements
Ensure appropriate utilization of appointment slots and manage overbooks to minimize patient impact
Plan, assign, and direct work
onboard, orient, and train new team members
and address performance issues as they arise
Implement and reinforce standardized workflows, protocols, and service expectations
Serve as a knowledgeable resource for outpatient scheduling requirements and procedures
Collaborate closely with physicians and clinical teams to improve patient access pathways
Conduct operational and financial analysis to support process improvement initiatives and recommend changes to enhance access and efficiency
Maintain a compassionate and supportive team culture that prioritizes patient-centered service and operational excellence
Requirements:
Nine (9) years of related experience, education/training, OR a Bachelor’s degree in related area plus five (5) years of related experience/training, including two (2+) or more years in healthcare operations or a related field, preferably in access
Demonstrated critical thinking and innovative problem-solving skills, with the ability to quickly analyze problems, determine the appropriate level of intervention, and develop and apply effective solutions
Strong customer service abilities, with a commitment to supporting both internal and external stakeholders
Demonstrated supervisory and organizational skills to supervise staff effectively and to manage the complex workflow and multiple priorities involved with clinic/center administration
Effective interpersonal, time management, written, and verbal communication skills
Proficiency with computer systems and scheduling applications
Nice to have:
Master's degree in healthcare administration, public health, or business
Effective change management experience and process improvement certification (Lean Six-Sigma Certification)
Experience in outpatient oncology or cancer service line operations, including operations, access, or surgical scheduling
Demonstrated success in call center management, access operations, performance improvement, capacity management, and/or resource optimization across multi-disciplinary service lines
Previous leadership role, which includes managing direct reports, project management, conducting performance evaluations, and creating/managing reports in Excel
Ability to think creatively and independently on concepts requiring advanced analytical skills
Advanced knowledge of administrative, budgetary, human resources, and financial principles and practices
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