Process Excellence Manager- Patient Access

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

The Process Excellence Manager- Patient Access is responsible for leading the stabilization and continuous improvement of patient access operations following the implementation of a new operating and workflow model. This role ensures that standardized processes are effectively adopted, performance metrics are met, and operational challenges are proactively addressed. The manager collaborates with cross-functional teams to enhance efficiency, optimize patient experience, and drive sustained operational success.

• Monitor and assess the effectiveness of newly implemented patient access workflows, identifying areas for refinement.
• Track key performance indicators (KPIs).
• Provide real-time operational support and troubleshooting to Patient Access teams to ensure a smooth transition post go-live.
• Ensure adherence to standardized patient access workflows, policies, and best practices across all locations.
• Facilitate stakeholder engagement and training to ensure process adherence and continuous improvement.
• Facilitate feedback loops with patient access staff and leadership to address pain points and implement solutions.
• Identify opportunities for further optimization and efficiency improvements based on post-implementation data and feedback.
• Develop and implement action plans to address operational inefficiencies and ensure sustainability.
• Partner with IT and revenue cycle teams to refine system configurations and workflows to enhance automation and user experience.
• Partner with training teams to reinforce best practices and provide ongoing education for frontline staff.
• Address operational challenges and provide real time support during go-live stabilization.

• Bachelor’s degree or equivalent work experience. Degree in healthcare management preferred.
• Minimum of 8 years of experience in operations management within a healthcare setting to include a minimum of 3 years of experience hiring, supervising, training, and coaching others is required.
• Knowledge of processes related to hospital system environments.

• Knowledge of health systems best practices and required compliance.
• Understand the healthcare landscape, including regulations, insurance, and patient care processes.
• Ability to create a positive work environment and able to build, lead and motivate teams.
• Ability to manage functions and activities. Strong organizational skills.
• Experience with implementation of a new operating model or broad changes to workflows and processes
• Strong interpersonal, oral, and written communication skills
• Analytical skills: ability to assess metrics and processes and identify improvement opportunities; able to develop and implement actions to drive improvement.
• A self-starter; able to work with only broad operating guidance and direction.
• Strong customer service, collaboration, and patient advocate skills
• Proficient in Microsoft Office Suite (Word, Excel, and Outlook)
• Ability to prioritize and meet deadlines.
• Proven ability to establish and maintain a positive employee and patient experience

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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