Outpatient Access Manager

Job Description

Job Description

Overview

Join a Team That Changes Lives

For more than 170 years, Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges. As a mission-driven nonprofit, we’re here to create real change – helping people lead meaningful, fulfilling lives.

Now, we’re looking for passionate team members to join us. Here, your work will change lives – including your own. You’ll make an impact every day, find purpose in what you do, and grow in a career that truly matters.

At Elwyn, we take care of you while you care for others. We offer:

• Generous Paid Time Off
• Comprehensive Medical/Dental/Vision Benefit Packages
• Earned Wage Access/On-Demand Pay
• Paid On-the-Job Training
• Tuition Reimbursement
• Career Advancement Opportunities and Growth
• Flexible Schedules
• Retirement Savings Plan

Join us and be a part of something bigger. Apply today.

Responsibilities

Elwyn seeks a Practice Manager, responsible for driving operational excellence across the outpatient program by ensuring clinician schedules are consistently full, improving throughput and efficiency, and optimizing the overall patient experience. This role ensures strong scheduling practices, reduces avoidable gaps, oversees front-end operations, and supports financial and productivity goals. The Practice Manager serves as the operational lead for day-to-day clinic performance, working closely with clinical leadership to maximize access, capacity, and revenue.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Scheduling & Capacity Management
• Travel between sites in Media and Philadelphia

• Ensure all clinicians have full, accurate, and optimized schedules.

• Monitor schedule utilization daily and address gaps, cancellations, and no-shows in real time.

• Implement scheduling templates and workflows to maximize capacity.

• Collaborate with clinicians to forecast availability, PTO, and caseload needs.

• Develop strategies to reduce wait times and improve timely access to care.

• Operational Efficiency & Workflow Improvement

• Analyze appointment patterns and operational bottlenecks; recommend improvements.

• Standardize front-desk workflows including intake, registration, check-in/out, and billing completeness.

• Monitor key operational metrics (utilization %, no-show rate, cancellations, visit volume, productivity).

• Lead process improvement initiatives to increase therapist productivity and practice revenue.

• Staff Leadership & Coordination

• Supervise administrative staff responsible for scheduling and front-end operations.

• Provide training, coaching, and performance management for support staff.

• Serve as the primary liaison between administrative operations and clinical teams.

• Ensure strong communication across the practice to support consistency and accountability.

• Client Experience & Access

• Oversee the intake process to ensure timely contact and scheduling of new clients.

• Reduce barriers to care by improving customer service and responsiveness.

• Handle escalated client concerns related to scheduling, access, or service flow.

• Reporting & Performance Tracking

• Produce regular reports on schedule utilization, cancellations, clinician productivity, and throughput.

• Identify trends and operational opportunities to support decision-making.

• Partner with finance and leadership to monitor revenue cycle requirements (authorizations, documentation completeness, eligibility, etc.).

• Partnership With Leadership

• Work closely with the Outpatient Director, Clinical Lead, and Revenue Cycle to ensure alignment.

• Participate in strategic planning regarding program expansion, staffing, and service mix.

• Support rate enhancement or payer strategy through data gathering and operational evidence.

EDUCATION

• Bachelor's degree in healthcare administration, business, psychology, human services, or related field required;
  Master's preferred

QUALIFICATIONS

• Minimum 3–5 years of experience in healthcare or behavioral health operations.
• Experience managing scheduling, throughput, or clinic operations strongly preferred.
• Strong analytical and organizational skills; ability to manage multiple priorities.
• Excellent communication and interpersonal skills.
• Proficiency with EHR, scheduling systems, and productivity reporting tools.
• Demonstrated intermediate experience with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint; Experience working with electronic medical records and interfacing with information technology around program support needs preferred
• Flexibility to alter working hours as needed
• Demonstrated ability to work effectively as part of a team
• Ability to work in a fast-paced environment and manage and prioritize multiple, often competing, priorities
• Demonstrated strong attention to detail
• Demonstrated strong time management and organizational skills
• Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision
• Demonstrated ability to anticipate future needed changes or identify problem areas and take effective actions
• Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills
• Maintain current certification/re-certification of Cardiopulmonary Resuscitation (CPR) and First Aid and must be able to perform CPR and safety care techniques using agency-trained protocols
• Knowledge of Electronic Health Record (EHR) / Electronic Medical Record (EMR)
• Must have current, valid driver's license in state of residence, three (3) years driving experience in the United States, and acceptable driving record