Access Center Supervisor

The Nemours Foundation•Orlando, FL

10d

About The Position

Nemours is seeking a full-time Access Center Supervisor in Orlando, Florida. The supervisor oversees the day-to-day functions of the Centralized Patient Access Center and directly supervises Access Center Specialist staff. The role serves as a subject matter expert across Access specialties and collaborates with department leadership to assess service needs and volumes and adjust staffing. It coordinates with patient access teams and other clinical, operational, and corporate stakeholders to support convenient access for patients and families. The supervisor assigns daily schedules, supports daily operations, and performs staff-level duties as needed. Responsibilities include staffing and human resource activities such as interviewing, hiring, orientation, training, performance feedback, evaluations, and policy and procedure development. The role maintains team scorecards, provides performance guidance, manages personnel records, and delivers coaching or corrective action with support from Human Resources and leadership. It uses Talkdesk, Qliksense, Epic reporting, and other systems to identify trends and improvement opportunities, monitor performance, and support operational solutions. The position oversees pre-service access functions, including scheduling, registration, financial clearance, insurance verification, and collections. It monitors workflows and performance measures, prepares reports, collaborates with clinical leadership on scheduling quality and workflows, monitors employee time, resolves operational and customer-service issues, and leads assigned improvement initiatives. The supervisor also supports quality assessment and improvement programs and performs other duties assigned by leadership.

Requirements

High school diploma required.
At least three years of experience in revenue-cycle services such as registration, insurance, scheduling, or collections, with emphasis on Patient Access.
Knowledge of insurance and third-party payer systems.

Nice To Haves

Healthcare call center experience preferred.
Previous supervisory experience in healthcare preferred.
Experience designing, documenting, and implementing workflows, policies, and procedures preferred.
Certified Revenue Cycle Representative (CRCR) certification from HFMA preferred.

Responsibilities

Oversee day-to-day operations of the Centralized Patient Access Center and directly supervise Access Center Specialist staff.
Assign daily work schedules, adjust staffing to meet service demands, and perform staff-level duties as needed.
Interview, hire, orient, train, develop, and lead Access Center associates.
Monitor workflows and operational performance, making daily adjustments using productivity and performance measures.
Analyze dashboards, reports, messages, and work queues in the EMR and other systems to optimize operations.
Review team metrics daily, report to administration, and provide feedback or immediate countermeasures for missed KPIs.
Prepare timely daily, weekly, and monthly reports on department access, referrals, phone statistics, and daily cash reconciliation.
Partner with clinical leadership to monitor scheduling performance and quality, develop or maintain workflows, resolve process issues, update EMR decision-tree scheduling guidelines, and promote scheduling accuracy and standard work.
Maintain appropriate human resource records and comply with Nemours policies and standards of behavior.
Monitor, edit, and approve employee time in Kronos.
Prepare and administer corrective action in accordance with Nemours Human Resources guidelines; maintain personnel files with support from HR and leadership.
Identify and monitor account or workflow barriers, make process improvements, and initiate problem-resolution actions.
Conduct at least three Talkdesk phone audits per direct report each month and provide timely call-performance feedback; round and coach each direct report monthly on performance-management goals.
Lead assigned initiatives, coordinate task teams or forums, delegate and monitor special projects, and provide management with formal feedback on project results.
Diagnose and resolve root process, payer, and system issues affecting revenue-cycle objectives; address team barriers, workflow, and productivity issues.
Promote a positive patient experience, resolve patient issues, and address escalated customer-service complaints.
Communicate with designated contacts to promote effective working relationships.
Participate in departmental and hospital quality assessment and improvement programs, identify opportunities, recommend improvements, and implement appropriate actions.
Perform additional duties and responsibilities assigned by leadership.