Scheduling & Access Optimization Manager - Stone Mountain

Overview · The Scheduling and Access Optimization Manager is responsible for overseeing provider scheduling across all clinic sites, managing internal communication workflows, and directing the daily operations of the patient access call center. This role focuses on optimizing al ...

Job description

Overview

The Scheduling and Access Optimization Manager is responsible for overseeing provider scheduling across all clinic sites, managing internal communication workflows, and directing the daily operations of the patient access call center. This role focuses on optimizing all access‑related systems and processes by aligning scheduling logistics, technical platforms such as Athena, and internal communication strategies to improve patient flow, operational efficiency, and overall patient satisfaction. It is a multifaceted position that blends access optimization, technical expertise, and strategic communication to ensure a consistent, efficient, and high‑quality patient access experience across the organization.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in healthcare administration, business, public health, or a related field preferred.
• Three to five years of experience in patient access, scheduling operations, call center management, or front‑end revenue cycle functions within a healthcare setting.
• Experience working in an outpatient clinic environment; experience in a Federally Qualified Health Center (FQHC) preferred.
• Two or more years of supervisory or lead experience overseeing scheduling teams, call center staff, or patient access functions.
• Demonstrated experience building, maintaining, and optimizing provider schedules within an electronic health record (EHR) system, preferably athenaOne.
• Strong understanding of scheduling workflows, access optimization strategies, and patient flow management.
• Experience analyzing operational metrics, generating utilization reports, and using data to drive process improvements.
• Familiarity with call center performance standards, including call routing, queue management, and key performance indicators.
• Experience collaborating with IT, telecom, and operational teams to support technical workflows and communication systems.
• Strong communication, coaching, and problem‑solving skills with the ability to support staff across multiple clinic locations.
• Knowledge of the Health Insurance Portability and Accountability Act (HIPAA) and other regulatory requirements related to patient access and communication.

Responsibilities

• Develop, build, and maintain provider schedules across all locations in athenaOne, ensuring accurate availability and correct visit‑type configuration.
• Collaborate with clinic leaders and providers to align scheduling templates with clinical workflows, operational needs, and patient access goals.
• Monitor and analyze schedule utilization across all providers and sites by reviewing booked versus available appointment slots, identifying underutilized time blocks, and assessing no‑show and cancellation patterns that impact productivity and access.
• Evaluate late cancellations and unbooked slots to identify opportunities for same‑day scheduling or waitlist optimization.
• Review visit‑type distribution to maintain an appropriate balance aligned with provider preferences, service line goals, and organizational priorities.
• Assess blocked time and overbooked slots to understand impacts on operations, patient flow, and satisfaction.
• Generate regular utilization reports for leadership and clinical teams to support decisions related to staffing, template adjustments, and access improvement initiatives.
• Track provider availability for on‑site and off‑site events and coordinate related logistics with appropriate departments.
• Provide scheduling support for new site launches, provider onboarding, and service line changes.
• Manage daily operations of the patient access call center, including staffing coordination, workflow design, and performance monitoring.
• Establish and track key performance indicators such as call wait times, abandonment rates, call resolution times, and message‑routing efficiency.
• Ensure appropriate message handling, escalation, and timely communication back to patients and clinical teams.
• Collaborate with Patient Access leadership to implement call scripts, manage overflow protocols, and maintain high service standards.
• Train and coach call center staff on scheduling workflows, communication expectations, and system navigation to support a positive patient experience.
• Conduct performance evaluations, provide ongoing feedback, and implement training, coaching, and corrective action to support staff development, strengthen competencies, and ensure alignment with departmental goals and organizational standards.
• Design and maintain efficient phone‑tree workflows and routing logic to ensure patient calls are directed appropriately and resolved efficiently.
• Work with Information Technology (IT) and telecom vendors to set up, maintain, and troubleshoot phone infrastructure across all locations.
• Draft or review patient‑facing communications, including voicemail greetings, call scripts, and appointment instructions, to ensure clarity, accuracy, and alignment with organizational standards.
• Serve as a liaison between the call center, clinic teams, and leadership to ensure seamless communication and timely resolution of access‑related issues.
• Identify and implement technology‑driven improvements that enhance scheduling efficiency and reduce patient wait times.
• Monitor and report on metrics related to access optimization and contribute to continuous improvement initiatives.
• Support configuration, rollout, and maintenance of patient communication tools such as automated reminders and telehealth access features.