Manager, Patient Access

We are looking for a Manager, Patient Access to lead and grow our Patient Care Representatives. This role plays a critical part in ensuring an exceptional experience for every patient we serve. Reporting to the Director, Patient Care, you will mentor and develop a team of Patient Care Representatives, ensuring high-quality, empathetic, and efficient service delivery. You will set the tone for performance, culture, and operational excellence across the team.

The base salary for this role is $90,000 - $110,000 plus equity and an annual bonus.

You’re excited about this opportunity because you will...

• Lead, coach, and develop a high-performing Patient Access team that delivers a differentiated, high-touch experience for each patient.
• Mentor, motivate, and model best practices through hands-on coaching and leading by example.
• Supervise the day-to-day operations of the Patient Access Team, ensuring patient cases are handled efficiently, accurately, and with empathy.
• Act as the ultimate escalation point for patients, ensuring swift and compassionate resolution of complex or sensitive issues.
• Establish, monitor, and evaluate performance metrics—including patient satisfaction, utilization trends, engagement rates, and productivity—to ensure goals are met and exceeded.
• Partner with leadership to develop strategic, operational, and technological solutions that improve quality, efficiency, and patient access while reducing the cost of care delivered.
• Support the design and continuous improvement of workflows, policies, and tools that enhance both patient experience and team performance.
• Onboard and train new team members quickly and effectively, ensuring consistency and excellence across the team.
• Implement and uphold standards to maximize productivity, quality, and service consistency across all patient interactions.
• Foster a positive, mission-driven culture rooted in empathy, accountability, and continuous learning.
• Serve as a role model for Carrum Health’s values, leading with integrity, empathy, and a focus on patient-first outcomes.

We’re excited about you because…

• You have 5+ years of experience in patient-facing, digital health, or customer service operations roles.
• You bring 3-5 years of people management experience, leading high-performing teams in healthcare, customer service, or operations environments.
• You have strong experience with telephony systems, CRM platforms, and operational analytics tools.
• You are highly data-driven, skilled at using metrics and dashboards to guide decision-making and performance management.
• You are passionate about developing people and creating a supportive, high-accountability environment where teams can thrive.
• You demonstrate strong communication and interpersonal skills, with the ability to engage effectively across all levels of the organization.
• You handle confidential information appropriately and adhere to HIPAA requirements.
  You embody “patient first” values and believe in delivering service with empathy, professionalism, and integrity.
• You thrive in a fast-paced, dynamic environment, balancing multiple priorities with calm focus and strong organization.
• You have an entrepreneurial mindset—you take initiative, solve problems creatively, and drive meaningful change.
• Experience with self-funded employer benefit plans or bundled payment models is a plus.
• Spanish-speaking ability is a plus.