Manager - Office of Access Management at Mayo Clinic in Jacksonville, FL

Job description

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