Patient Access Manager

Patient Access Manager
Location: London
Full Time: 37.5 hours per week, Monday-Friday
Permanent
Salary: Competitive + Excellent Benefits

Join HCA Healthcare UK as a Patient Access Manager

We are seeking an accomplished and highly motivated Patient Access Manager to lead one of our hospital-based Patient Access teams within HCA Healthcare UK.

This is a senior leadership opportunity for an individual with substantial operational management experience, a strong customer-focused mindset, and a proven track record of leading large teams in complex, fast-paced environments. The successful candidate will play a critical role in delivering an exceptional patient experience, ensuring robust revenue cycle performance, and driving service excellence across all patient-facing access functions.

The role requires an experienced manager who is confident engaging with patients, visitors, consultants, healthcare professionals, insurers and senior operational leaders. You will be responsible for developing high-performing teams whilst ensuring every patient receives a seamless and professional journey from admission through to discharge.

About the Role

As Patient Access Manager, you will provide strategic and operational leadership for all Patient Access functions within the hospital. Reporting to the Regional Patient Access Director, you will work closely with the Hospital Senior Leadership Team to develop and implement service strategies that support organisational objectives, maximise revenue capture, and continually enhance the patient experience.

You will lead a sizeable patient-facing team, oversee regulatory compliance, manage departmental budgets, and build effective working relationships with both internal and external stakeholders.

Most importantly, you will champion a culture of excellence where patients receive world-class customer service and colleagues are empowered to deliver their very best every day.

What You'll Do

• Provide strategic leadership and operational oversight of all Patient Access services
• Lead and develop Patient Access Leaders and wider teams, driving engagement, performance and succession planning
• Deliver an outstanding patient experience through a seamless patient journey and exceptional customer service standards
• Manage complex and escalated patient, consultant and stakeholder concerns, ensuring effective and timely resolutions
• Build strong relationships with patients, consultants, insurers, hospital leaders and corporate teams
• Drive revenue cycle performance, ensuring accurate charging, billing, deposits and revenue capture processes
• Monitor departmental performance against KPIs, Service Level Agreements and audit requirements
• Lead workforce planning initiatives to ensure appropriate staffing levels and future service capability
• Manage departmental budgets and expenditure effectively
• Ensure compliance with all regulatory, governance, audit and financial control requirements
• Identify opportunities for service improvement, innovation and operational efficiencies
• Contribute as a key member of the Hospital Senior Management Team, supporting wider organisational objectives and business growth

Essential Experience

• Significant senior management experience within healthcare, hospitality, customer service, patient administration or another complex service environment
• Proven experience leading operational teams and managing people through change and growth
• Experience working directly with members of the public, patients or customers in a highly service-focused environment
• Demonstrated ability to manage escalated complaints and sensitive situations professionally and effectively
• Experience managing budgets, performance metrics and service delivery outcomes
• Strong stakeholder management experience, including engagement with senior leaders and external partners

Skills and Attributes

• Outstanding leadership and people management skills
• Exceptional communication and interpersonal abilities
• Strong emotional intelligence, empathy and influencing skills
• Commercial awareness with the ability to balance patient experience and operational performance
• Strong analytical and problem-solving capabilities
• Excellent organisational skills with the ability to manage multiple priorities
• High levels of professionalism, integrity and accountability
• Advanced IT and reporting skills
• Qualifications
• Degree-level education or equivalent professional experience
• Relevant management experience at senior team leader, manager or senior manager level

Why HCA UK? 

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.  

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Patient Access Manager, you’ll be eligible for: 

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you
• Private Healthcare Insurance for treatment at our leading hospitals
• Private pension contribution which increases with length of service
• Season Ticket Loan and Cycle to Work scheme
• Brand new Electric car scheme with Octopus Energy
• Group Life Assurance from day one
• Critical illness cover
• Enhanced Maternity and Paternity pay
• Corporate staff discount for all facilities including Maternity packages at The Portland
• Comprehensive range of flexible health, protection and lifestyle benefits to suit you
• Discounts with over 800 major retailers

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Culture and values   

At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.

The Wilmslow Hospital team also have an active social team who arrange celebrations inside and outside of work.

Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:   

• Unique and Individual: We recognise and value everyone as unique and individual  
• Kindness and compassion: We treat people with kindness and compassion  
• Honesty, integrity and fairness: - We act with absolute honesty, integrity and fairness  
• Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity 

Reasonable adjustments  

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.  

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