Manager Access and Engagement Center Southern New Hampshire Health

Position Summary:

The Manager of the Southern New Hampshire Access and Engagement Center is a pivotal leadership role responsible for overseeing the daily operations, performance, and strategic alignment of access services that connect patients to care at Southern New Hampshire Health (SNHH). Reporting to the Director of the Access and Engagement Center, this position leads a multidisciplinary team responsible for centralized scheduling, referral management, prior authorizations, provider match, and imaging coordination.

As SNHH transitions to a campus-specific access center model, the Manager will be instrumental in creating operational continuity, supporting team development, and ensuring the delivery of exceptional, patient-centered access services. The ideal candidate brings operational discipline, a people-first mindset, and a deep understanding of healthcare access strategy. This role is essential to SNHH's continued growth, patient satisfaction, and operational success.

PRIMARY DUTIES AND RESPONSIBILITIES

• Provide day-to-day leadership of the SNHH Access and Engagement Center, including oversight of centralized scheduling, referrals, provider match coordination, imaging support, and prior authorization functions.

• Collaborate with the Director of Access and Engagement to align operational processes with SNHH's strategic priorities for growth, access equity, and patient experience.

• Supervise team leads, coordinators, and frontline staff; facilitate a high-performing culture focused on accountability, compassion, and continuous improvement.

• Serve as a liaison between the Access Center and other key departments such as Revenue Cycle, Imaging, Primary Care, Specialty Services, and Information Technology.

• Monitor department performance using dashboards, KPIs, and analytics platforms (e.g., Epic, NICE CX ONE); implement data-driven improvements and workflow optimizations.

• Partner with the Training and Development Specialist and Quality Assurance Analyst to enhance onboarding, competency development, and ongoing staff training.

• Support execution of access optimization initiatives, including referral conversion, reduction of prior authorization delays, and improved throughput for diagnostic and specialty services.

• Actively contribute to business continuity planning during organizational restructuring, ensuring minimal disruption to patients and staff.

• Maintain documentation of workflows, SOPs, and resource guides to promote consistency and readiness for scaling access services.

• Lead or contribute to regular performance review meetings, staff huddles, and interdepartmental workgroups.

• Foster a supportive, collaborative, and inclusive work environment that promotes engagement, retention, and professional growth.

ESSENTIAL JOB FUNCTIONS

• Lead and manage access operations teams to ensure optimal staffing, workflow execution, and adherence to scheduling and authorization standards.

• Interpret and apply SNHH policies, payer guidelines, and compliance requirements across scheduling and prior authorization processes.

• Analyze call center and scheduling metrics to assess team performance, service levels, and patient satisfaction; implement targeted interventions as needed.

• Participate in hiring, onboarding, and training processes for Access Center staff; provide performance coaching and conduct evaluations in partnership with HR.

• Manage access-related escalations, resolving issues in real-time while maintaining professionalism and ensuring a positive patient and staff experience.

• Partner with IT and Epic analysts to support access-related system enhancements, ensure proper configuration of work queues, and streamline phone/EMR integration.

• Engage in regular rounding, feedback sessions, and visibility across service lines to build trust, transparency, and responsiveness in daily operations.

• Ensure accurate and timely completion of operational reports, audits, and documentation related to referrals, imaging, and access outcomes.

• Maintain flexibility to support early morning, evening, or weekend coverage as needed for high-priority initiatives or workflow implementations.

These essential functions reflect the core requirements of the role and are not an exhaustive list of all duties. SNHH will make reasonable accommodations to enable qualified individuals with disabilities to perform these essential functions, unless doing so would cause undue hardship to the organization.

Why Join SNHH?

You'll Be at the Heart of Our Future.

• Your leadership will directly impact SNHH's ability to grow strategically, compete regionally, and deliver a world-class patient journey.

Direct Access to Decision Makers.

• Reporting directly to the COO, you will contribute meaningfully to senior leadership discussions and systemwide growth strategies.

Collaborative, High-Trust Culture.

• You'll work alongside exceptional clinical, operational, and administrative partners who believe in shared leadership and meaningful impact.

Strong Infrastructure and Administrative Support.

• Backed by a skilled and proactive administrative team, you'll have the support needed to lead boldly and drive results.

Flexible, Balanced Work Environment.

• We offer hybrid flexibility to ensure leaders can remain highly engaged without compromising balance or wellbeing.

About Southern New Hampshire Health

Southern New Hampshire Health is a thriving, independent healthcare system serving our region with clinical excellence, compassion, and community commitment. As a cornerstone of care in southern New Hampshire, we are proud of our collaborative culture, high-performing teams, and strategic vision for growth and transformation .

Here, you'll find an environment where your leadership is valued, your voice is heard, and your impact is visible -every day.

Southern New Hampshire Health is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel supported and empowered.