Manager, Patient Access - Emergency Department - Day shift - Orlando Health Watson Clinic Lakeland Highlands Hospital, Lakeland Florida

Orlando Health•Lakeland, FL

6d•Onsite

About The Position

Opening Summer 2026 at 4000 Lakeland Highlands Road, Lakeland, FL. The Orlando Health System of Care includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities that span Florida’s east to west coasts, Central Alabama and Puerto Rico. Collectively, our dedicated team members honor our over 100-year legacy by providing professional and compassionate care to the patients, families and communities we serve. Join us! Combining the collective strengths of two powerhouse organizations, Orlando Health and the high-quality physicians at Watson Clinic are expanding access to award-winning specialty care for patients in Polk County and beyond. Opening in summer 2026, Orlando Health Watson Clinic Lakeland Highlands Hospital – a state-of-the-art, seven-story, multi-specialty hospital – will serve as a vital 550,000 square-foot healthcare hub offering: 300+ inpatient beds and 69 emergency and observation beds 11 operating rooms and four cardiac interventional suites Dedicated labor and delivery services – including a neonatal intensive care unit (NICU) that will debut shortly after the hospital opens Comprehensive cardiovascular, neurology, and oncology services Advanced surgical procedures Join us in shaping the future of healthcare in Polk County as part of the Orlando Health Watson Clinic Lakeland Highlands Hospital opening team and share in the privilege of saying you were there from the very beginning. Benefits Beyond the Expected Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you.

Requirements

Bachelor’s Degree in Business, Healthcare Administration, Finance or an equivalent combination of relevant education and/or experience on a 1:1 basis, offsetting experience must be in the field of Healthcare/Patient Financial Services.
Four years (4) of Patient Access (Patient Business) experience is required.
One year (1) supervisory, lead or preceptor experience required.

Responsibilities

Develops goals and objectives.
Plans, organizes, and directs department activities.
Establishes and implements policies and procedures for department operations.
Responsible for the management of all staff on-site in Human Resource related functions.
Reviews departmental performance and implements changes as necessary to improve services and simplify workflows to increase physician and patient satisfaction.
Keeps administration informed of department activities, needs, and problems.
Handles unresolved customer complaints and concerns while working to increase overall customer satisfaction.
Prepares departmental budget and ensures department operates within allocated expense structure.
Responsible for site accounts receivable.
Maintains appropriate statistical information.
Establishes and maintains intra/interdepartmental communication.
Networks within site facility to build physician and administrative relationships.
Provides vision, direction, planning, and support to Administrators.
Works closely with other Patient Access Managers to ensure smooth flow of communication and consistency across all Orlando Health facilities.
Participates in administrative and management meetings and attends other meetings as necessary.
Develops and maintains records, reports, and files.
Establishes and maintains safety, policies, procedures, objectives, and infection control in the department.
Maintains good payer relationships.
Responsible for the following functions: discharge support; account maintenance; Mentor; on-site training; recertification tracking; timekeeping/payroll reports; account conversion; Ad Hoc reporting; quality assurance; system implementation/conversion; coaching plans; staff coverage; daily coaching; personnel issues and staff development; productivity; and maintaining Joint Commission requirements.
Ensures implementation of process improvements.
Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Maintains compliance with all Orlando Health policies and procedures.
Handles special projects for Patient Financial Services as necessary.
Assume the responsibility for professional growth and development and continuing education.
Conducts department meetings/in-services.
Represents Orlando Health through community interaction.
Performs other duties as assigned.