Manager - Office of Access Management

Position Overview

The Manager, Office of Access Management, provides strategic and operational leadership for patient access and scheduling services supporting Mayo Clinic’s clinical practice. The Manager partners closely with administrative and physician leaders, practice managers, supervisors, and multidisciplinary teams to translate institutional and practice priorities into reliable, patient-centered access operations.

This role is responsible for leading teams and service lines that support appointment scheduling, contact center operations, patient preregistration and preparation, provider calendar development, work-queue management, and access improvement. The Manager ensures that day-to-day operations are aligned with Mayo Clinic values, patient needs, service expectations, regulatory requirements, and organizational strategy.

The Manager serves as a trusted operational partner to the practice, connecting front-line operations with broader access strategy. The role uses data, operational insight, and collaborative problem-solving to identify barriers, balance demand and capacity, improve scheduling effectiveness, and simplify the patient journey.

Success in this position requires an authentic and accountable leader who can develop people, build trusted partnerships, manage complex operations, communicate with confidence, and lead change in a dynamic healthcare environment. The Manager must be comfortable moving between strategic planning and operational execution, while maintaining a consistent focus on patients, staff, quality, access, and sustainable results.

Responsibilities

Vision and Strategy

• Lead the implementation of Office of Access Management priorities, converting strategic direction into clear goals, operational plans, measures, and accountable outcomes.
• Partner with physician, administrative, and practice leaders to understand access needs and develop coordinated strategies that address patient demand, scheduling effectiveness, capacity utilization, and service performance.
• Help shape short- and long-term access priorities by assessing operational trends, patient needs, practice growth, workforce capabilities, technology opportunities, and emerging healthcare developments.
• Serve as a trusted advisor to supported practices by bringing forward operational insights, options, risks, and recommendations.
• Establish clear direction during periods of ambiguity or change and create practical pathways from concept through implementation, adoption, and sustainment.
• Communicate a compelling vision for patient access and help employees understand how individual and team responsibilities contribute to the broader Mayo Clinic strategy.
• Represent the Office of Access Management on committees, workgroups, improvement initiatives, and cross-functional projects.

People and Culture

• Create and sustain a high-performing, engaged, and inclusive team grounded in Mayo Clinic values, patient-centered service, accountability, collaboration, and continuous improvement.
• Lead, coach, and develop supervisors and other direct reports, strengthening their capabilities in workforce leadership, operational management, data interpretation, problem-solving, change leadership, and staff development.
• Set clear expectations and ensure accountability for leadership behaviors, operational standards, service outcomes, and team performance.
• Foster an environment in which employees are empowered to identify concerns, recommend improvements, test new approaches, and take appropriate ownership of results.
• Lead difficult performance, conduct, and workplace conversations with clarity, compassion, respect, sound judgment, and appropriate partnership with Human Resources.
• Support succession planning, talent development, professional growth, and leadership readiness across the Office of Access Management.
• Lead employees through organizational, technological, and workflow changes by explaining the rationale, anticipating barriers, reinforcing expectations, and monitoring adoption.
• Embed equity, inclusion, and diversity principles into recruitment, hiring, onboarding, development, recognition, and team culture.

Operational Excellence

• Provide leadership for complex access operations, including appointment scheduling, contact center services, work-queue management, patient outreach, preregistration and preparation, provider calendar build, and related patient access workflows.
• Ensure consistent, reliable execution of scheduling standards, access processes, service expectations, documentation requirements, and escalation pathways.
• Monitor operational performance through relevant access, scheduling, contact center, workforce, quality, and service measures.
• Use data to identify trends, bottlenecks, variation, performance gaps, and improvement opportunities, then translate findings into focused operational action.
• Partner with practice leaders to evaluate the relationship among patient demand, appointment availability, template design, scheduling rules, work-queue volume, staffing, and access outcomes.
• Establish clear prioritization and workload-management practices for teams operating in high-volume and fluctuating environments.
• Lead multidisciplinary projects involving workflow redesign, operational readiness, process improvement, service recovery, technology implementation, and performance optimization.
• Apply systems thinking and process-improvement methods to reduce unnecessary variation, duplication, rework, handoffs, and administrative burden.
• Develop and maintain appropriate operational controls, contingency plans, and business-continuity processes.
• Facilitate quality, safety, regulatory compliance, service excellence, and appropriate risk escalation throughout the assigned areas.
• Maintain accountability for implementation by establishing owners, milestones, measures, communication plans, and post-implementation follow-up.

Transformation and Innovation

• Lead and support the evaluation, implementation, adoption, and optimization of technologies that improve patient access, scheduling, contact center operations, workforce effectiveness, and the patient experience.
• Maintain working knowledge of relevant healthcare, access, scheduling, digital, automation, artificial intelligence, and data-analytics developments.
• Partner with clinical systems, information technology, informatics, digital, enterprise access, training, and analytics teams to ensure technology solutions are operationally sound and aligned with practice needs.
• Encourage responsible experimentation, iterative improvement, and creative problem-solving while maintaining appropriate quality, safety, privacy, and governance standards.
• Identify opportunities to automate routine work, simplify processes, reduce manual effort, and enable employees to focus on higher-value patient and practice needs.
• Assess both the technical implementation and human adoption of new processes and tools.
• Develop change-management and communication approaches that prepare leaders and staff for new responsibilities and ways of working.

Data, Technology, and Performance Management

• Build an operating culture in which data are used to understand performance, establish priorities, test assumptions, and make decisions.
• Establish routine performance-review processes that move beyond reporting results to identifying root causes, assigning actions, and tracking improvement.
• Partner with analytics and technology teams to improve the accuracy, usability, automation, and operational relevance of reporting.
• Evaluate performance at the appropriate team, practice, workflow, and service-line levels while considering variation in volume, complexity, staffing, and patient need.
• Communicate performance results, risks, and recommendations clearly to staff, practice partners, and senior leaders.
• Maintain accountability for data integrity, appropriate documentation, and consistent application of operational standards.

Financial and Business Acumen

• Demonstrate strong business and financial judgment when evaluating staffing, technology, operational changes, and improvement opportunities.
• Assist in developing and managing budgets for assigned areas.
• Use financial and operational information to assess resource needs, forecast impact, evaluate alternatives, and support sustainable decision-making.
• Develop and operationalize business plans, implementation plans, and resource recommendations.
• Monitor results and adjust resource plans when anticipated benefits, productivity improvements, or operational outcomes are not achieved.
• Support long-term sustainability through an understanding of healthcare operations, revenue drivers, patient access, capacity utilization, workforce management, and service delivery.

*Visa sponsorship is not available for this position.  This position is not eligible for F-1 OPT STEM extension.

• Master’s degree with a minimum of 1 year of relevant experience or bachelor’s degree with 5+ years of relevant experience required. 
• Operational experience must include demonstrated competency in leadership, management, operations, finance, communication, and change management methodologies.