Patient Access Manager

Patient Access Manager

Los Angeles, CA / East Compton, CA

Corporate Health Plan Operations

Full-time / On-site

About myPlace Health

myPlace Health was founded in 2021 by mission-aligned healthcare leaders and organizations that are committed to drastically improving health outcomes, quality and experience for vulnerable older adults and frail seniors. We specialize in providing value-based, comprehensive care and coverage for older adults with significant needs so they can thrive in the homes they love and in the communities they cherish.

Our mission is simple : to enable older adults to live the independent lives they deserve. We pursue this mission through our myPlace PACE (Program of All-Inclusive Care for the Elderly) model, which provides seamless primary care, integrated health plan coverage, personalized social engagement, and customized services delivered in the participant's preferred place.

myPlace Health is building a mission-driven team that shares our passion for redefining the way older adults experience care as they "age in place" in the community. This is a unique opportunity to take on one of our country's most challenging healthcare problems and join a fast-growing, dynamic team as we prepare to scale our mission to serve more markets.

About This Role

We're excited to introduce a brand-new role at myPlace Health the Manager of Health Plan Centralized Operations! This is your opportunity to shape how we deliver exceptional care experiences for the seniors and families we serve.

In this pivotal position, you'll lead the Scheduling, Call Center, and Medical Records teams, ensuring that every participant's journey from booking an appointment to accessing their health information is seamless, efficient, and centered on their needs.

You won't just be managing operations you'll be building them from the ground up. This is a chance to set the tone, establish best practices, and create systems that make a tangible difference for our teams and the people we serve.

You'll thrive here if you're a natural connector and problem-solver who enjoys bringing people together, optimizing workflows, and turning challenges into opportunities. Working alongside our VP / Head of Health Plan Operations and collaborating with leaders across clinical, IT, and compliance teams, you'll help transform the way care is coordinated at both our GLA and SLA sites.

If you're inspired by the idea of pioneering a new chapter of operations in a mission-driven healthcare organization, this role invites you to make a lasting impact on our teams, our participants, and the broader community we serve.

What Does Success Look Like In This Role?

• Leadership & Team Management Inspire, Guide, and Elevate
• Lead with purpose : Provide strategic oversight and hands-on guidance for our Scheduling, Call Center, and Medical Records teams.
• Grow great talent : Recruit, mentor, and coach team members to foster high performance, continuous learning, and professional growth.
• Champion a positive culture : Promote collaboration, recognition, and participant-focused teamwork across all operational areas.
• Drive excellence : Set clear goals, track progress through metrics, and celebrate successes while addressing challenges with timely coaching.
• Operational Excellence Optimize the Backbone of Care
• Shape the future : Design and refine workflows that enhance scheduling accuracy, call center responsiveness, and medical record processing.
• Plan ahead : Ensure proactive staffing coverage, including for peak periods, and promote cross-training to maintain resilience.
• Partner for progress : Collaborate with IT, EMR, and analytics teams to enhance processes, resolve system issues, and deploy new tools.
• Solve challenges fast : Tackle escalations promptly to keep participant experiences seamless and operations running smoothly.
• Scheduling & Access to Care Get Participants Where They Need to Be
• Ensure smooth journeys : Oversee scheduling for participant visits, ensuring efficient clinic flow and timely access to services.
• Collaborate across teams : Work closely with the Interdisciplinary Team (IDT), Transportation, and Enrollment to align scheduling with care plans.
• Measure impact : Develop and track KPIs such as appointment accuracy, lead times, cancellation rates, and clinic visit completion.
• Call Center Oversight Create Outstanding First Impressions
• Enhance communication : Oversee all call center operations, from participant inquiries to appointment reminders, ensuring empathy and responsiveness.
• Raise the bar : Implement and monitor service standards including call response times, first-call resolution, and participant satisfaction.
• Equip the team : Provide training and scripts that ensure culturally responsive, consistent communication.
• Use data to improve : Leverage call center metrics to guide staffing and participant engagement strategies.
• Medical Records & Health Information Management Keep Data Secure and Accessible
• Protect information : Ensure accurate and compliant documentation of participant health data following HIPAA, CMS, and DHCS requirements.
• Streamline processes : Oversee workflows for data abstraction, record requests, scanning, and release of information.
• Focus on quality : Conduct regular audits to ensure data completeness, privacy compliance, and proper retention practices.
• Support continuous improvement : Partner with Compliance and Quality teams to drive improvements and meet audit requirements.
• Quality, Compliance & Reporting Elevate Standards Across the Board
• Set the bar high : Establish and monitor KPIs for accuracy, responsiveness, and error reduction.
• Stay ahead of regulations : Ensure compliance with state, federal, and organizational standards.
• Share insights : Prepare and present reports on performance metrics, trends, and improvement initiatives for senior leadership.
• Champion participant experience : Lead initiatives to reduce errors, minimize complaints, and drive operational excellence.

What Does An Ideal Candidate Look Like?

The Fine Print

The Physical Requirements For The Role