Access Center Supervisor

Nemours Children's Health•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 requires subject matter expertise across Access specialties and areas, and collaboration with department leadership to assess service needs and volumes and adjust staffing. The supervisor coordinates with patient access teams and other internal partners to support access for Nemours patients and families. The supervisor assigns daily schedules, supports daily operations, and performs staff-level duties when needed. Responsibilities include staffing and human resource functions such as interviewing, hiring, onboarding, training, coaching, performance evaluation, corrective action, and maintaining personnel records. The role manages team scorecards and uses Talkdesk, Qliksense, Epic reporting, dashboards, and other systems to identify trends, monitor performance, and coordinate solutions with leadership. The position oversees pre-service activities, operational workflows, scheduling quality, reporting, and process improvement. It supports positive patient experiences, resolves escalated service concerns, participates in quality improvement programs, and leads projects as assigned. The role also monitors employee time in Kronos and follows Nemours policies and applicable healthcare laws.

Requirements

High school diploma required.
At least three years of experience in revenue-cycle services, such as registration, insurance, scheduling, or collections, with an emphasis on Patient Access.
Knowledge of insurance and third-party payor systems.
Proficiency in Microsoft Office Suite for performance reporting and daily cash reconciliation.

Nice To Haves

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

Responsibilities

Supervise the day-to-day operations of the Centralized Patient Access Center and directly supervise Access Center Specialist staff.
Assess service needs and volumes with department leadership and adjust staffing levels accordingly.
Coordinate with patient access teams and internal partners to facilitate access for patients and families.
Assign daily work schedules, support daily operations, and perform staff-level duties as needed.
Interview, hire, train, develop, and lead Access Center associates.
Maintain staffing levels and carry out human resource functions, including orientation, education, feedback, performance evaluations, corrective action, and personnel-file maintenance.
Maintain accurate team scorecards and provide performance feedback and coaching.
Use Talkdesk, Qliksense, Epic reporting, dashboards, reports, messages, work queues, and other systems to identify trends, barriers, and improvement opportunities.
Oversee pre-service functions including scheduling, registration, financial clearance, insurance verification, and collections.
Monitor workflows and productivity and performance measures, making daily operational adjustments and providing countermeasures when KPIs are missed.
Produce timely daily, weekly, and monthly reports, including department access, referrals, phone statistics, and cash reconciliation.
Partner with clinical leadership to oversee scheduling performance and quality, resolve process issues, create and maintain workflows, update EMR decision-tree scheduling guidelines, and promote standard work.
Maintain appropriate human resource records, follow Nemours policies and standards of behavior, and monitor, edit, and approve employee time in Kronos.
Follow applicable healthcare laws and administer corrective action in accordance with Nemours Human Resources guidelines.
Perform at least three Talkdesk phone audits per direct report each month and provide timely call-performance feedback; conduct monthly rounding and coaching with direct reports to review performance goals.
Lead initiatives and task teams as assigned, delegate and monitor special projects, ensure timely and accurate completion, and provide formal feedback to management.
Diagnose and resolve root process, payer, and system issues affecting revenue-cycle objectives; address team barriers, workflow, and productivity concerns.
Promote positive patient experiences, communicate effectively with designated contacts, resolve patient issues, and handle escalated customer-service complaints.
Participate in departmental and hospital quality assessment and improvement programs, identify opportunities, recommend improvements, and implement appropriate actions.
Perform additional duties and responsibilities as assigned by leadership.