Expressable

Manager

• Lead and manage the day-to-day operations of the Patient Access team/call center, ensuring timely, accurate completion of insurance verification, authorization, support, onboarding, and financial clearance workflows.
• Monitor team performance against SLAs, quality standards, and productivity targets, including authorization turnaround time, verification accuracy, conversion readiness, cancel rates, client satisfaction, and financial clearance timelines.
• Develop, analyze, and communicate daily, weekly, and monthly performance reports; translate data trends into actionable improvement plans that address gaps through coaching, process clarification, and workflow adjustments.
• Serve as an escalation point for complex patient access issues, supporting Supervisors and independent contributors in resolving high-impact or time-sensitive cases.
• Ensure consistent application of standardized workflows, documentation practices, and compliance requirements (HIPAA, PCI, payer rules).
• Partner cross-functionally with all teams to resolve access-related barriers and prevent delays in care or reimbursement.
• Identify recurring issues or inefficiencies in patient access workflows and collaborate with leadership to recommend practical improvements.
• Provide structured onboarding, daily operational guidance, and ongoing skill development for new and existing Patient Access staff, reinforcing service, accuracy, and documentation standards.
• Maintain appropriate staffing coverage and workload balance to support volume fluctuations and service expectations.
• Contribute operational insights, metrics, and frontline feedback to leadership to support decision-making and continuous improvement.

Patient Access Manager

Customer Support

• Respond to patient inquiries related to billing, insurance claims, payments, and statements via phone, email, and chat
• Assist patients in understanding charges, EOBs, coverage, deductibles, co-pays, and payment plans
• Collect and process patient payments accurately and securely
• Collaborate with insurance verification and revenue cycle teams to resolve denied or delayed claims
• Educate patients on financial policies, insurance processes, and available support options
• Document all interactions in CRM/EHR systems with precision and compliance (HIPAA, PCI, etc.)
• Identify patterns in billing issues and suggest process improvements to reduce patient friction

Financial Support Specialist

Therapist

• Conduct occupational therapy sessions and evaluations for a diverse pediatric population.
• Diagnose and develop care plans that address developmental needs, including fine motor, gross motor, sensory processing, and activities of daily living (ADLs).
• Educate and empower caregivers on adaptive strategies, home programs, and the use of therapeutic tools to support carryover and long-term outcomes.
• Monitor progress, adapt interventions, and ensure safe, effective care in the home environment.
• Complete all documentation in accordance with Expressable’s quality and timeliness standards.
• Fulfill all required training, licensing/credentialing tasks, and internal communications in a timely manner.

Occupational Therapist

People Operations

• Lead the end-to-end transition off our current PEO, including payroll integration and benefits enrollment
• Implement and administer our core HR tech stack in partnership with our HRIS Lead: HRIS, benefits administration platform, and supporting tools
• Build and own our employee handbook, HR policy library, and compliance documentation, keeping them current as we scale
• Design and document repeatable people ops processes across the employee lifecycle
• Serve as the primary point of contact for all leave requests — FMLA, state-specific programs, military leave, and personal leave
• Manage the full leave lifecycle: intake, eligibility determination, documentation, payroll coordination, and return-to-work
• Administer the ADA interactive process, coordinating reasonable accommodation requests and maintaining compliant documentation
• Monitor federal and multi-state leave and accommodation regulations; proactively flag and address compliance gaps
• Administer benefits programs day-to-day, including open enrollment, qualifying life events, and vendor management
• Partner with brokers and carriers to ensure accurate, timely administration and a smooth employee experience
• Support compensation processes including offer benchmarking, annual review cycles, and comp data integrity in the HRIS
• Serve as the go-to resource for employee questions on benefits, pay, and total rewards
• Maintain accurate, audit-ready employee records and ensure compliance with federal and multi-state recordkeeping requirements
• Own people reporting and HR metrics — headcount, attrition, leave utilization, time-to-fill — and deliver regular insights to leadership
• Partner with the Payroll Manager to administer I-9 compliance, EEO-1 reporting, and other regulatory filings
• Support internal audits and partner with Legal on employment compliance matters as needed
• Build trusted relationships with managers and team leads, providing proactive guidance on people processes, policies, and programs
• Identify friction in the employee experience and drive operational improvements
• Champion consistency and equity in how people programs are delivered across the organization

Patient Access Manager

Financial Support Specialist

Occupational Therapist

People Operations Partner