Manager, Centralized Access Services

Oregon Health & Science University Foundation

Manager overseeing operational strategies for Centralized Access Services at OHSU. Focused on improving patient access and managing call center operations efficiently.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $93,392 - $149,156 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

call center operationspatient access operationstemplate managementworkflow planningperformance monitoringcapacity planningcustomer serviceproblem resolutionprocess improvementstaff performance tracking

Soft Skills

people managementanalytical mindsetcoachingcommunicationcollaborationorganizational skillsjudgmentindependencemotivationadaptability

Tools & Technologies

Epic Cadencehealthcare access systemsscheduling systemstelemedicine platformscomputer systemsintegrating software

Certifications & Qualifications

Epic Cadence certification

Industry Keywords

healthcare industrypatient registrationreferral managementfinancial clearanceOHSU policymulti-channel schedulingclinical time optimizationservice levelsescalated issuescustomer experience

About the role

Key responsibilities & impact

Oversee Connected Care Center (C3) operations for centralized call handling, referral management, scheduling, patient registration, financial clearance, and will assist the Director with aspects of template management.
Assists the Director with determining operational strategies for template design and capacity planning.
Responsible for continuous improvement to processes, developing and documenting efficient workflow plans.
Ensure that all patient and provider complaints are resolved in real-time with favorable solutions.
The Operations Manager must have excellent people management skills, the ability to report on productivity, and an analytical mindset to monitor performance indicators.
Coaches and develops staff to improve quality, performance, and productivity.
Articulates work and performance expectations.
Adheres to OHSU policy regarding coaching, counseling, and progressive disciplinary actions.
Uses creative and innovative methods to motivate staff and to create a succession planning.
Collaborates with others in the development of schedules to optimize clinical time and patient experience.
Develops targets and tracks staff daily performance and productivity.
Creates stretch goals to improve service levels and optimize productivity.
Monitors and maintains work volume statistics.
Develops a process for escalated issues.
Answers questions and recommends corrective services to address complaints.
Aligns with organizational access objectives in support of multi-channels of scheduling.
Accomplishes organizational goals by accepting ownership for new and different requests with complete understanding and clarity to execute against plans.
Supervise and ensure quality customer service to both external customers (patients, patient families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff).

Requirements

What you’ll need

A bachelor’s degree or 4 or more years of equivalent experience is required.
Epic Cadence certification or proficiency is necessary, as well as familiarity with multi-channels for scheduling (online, telemedicine, etc.)
Must have 4 or more years of call center operations experience within the healthcare industry.
A minimum of 2 years of supervisory/managerial experience.
Strong knowledge and experience base of patient access operations from registration to scheduling is required.
Comprehensive knowledge of healthcare access systems, patient care operations in a complex health system.
Demonstrate strong communication and customer service skills, an ability to work collaboratively, and function independently.
Organizational skills both to function independently and to work closely with other professional using a team approach.
Judgment skills to make appropriate decisions.
Must be able to supervise a number of people and manage multiple demands and to respond rapidly to changing priorities.
Knowledge of computer systems and integrating software to maximize work process efficiencies.

Benefits

Comp & perks

Health insurance
Paid time off
Professional development