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.

Patient Access Manager

Financial Support Specialist

Occupational Therapist