Access Services - Supervisor

University of Arkansas • Little Rock, AR

10d • Onsite

About The Position

The Access Services Supervisor oversees assigned access-services workflows, including patient check-in and check-out, scheduling, registration, patient portals, online requests, EPIC work queues, and physician referrals. The supervisor helps test, manage, and monitor workflows in UAMS electronic systems to support productivity. The role assumes the manager’s responsibilities during the manager’s absence and supervises the day-to-day work of Access Coordinators and Patient Representatives.

The supervisor educates staff on scheduling and physician-template requirements, payer requirements, applicable government rules and regulations, compliance, registration, and customer service. The position monitors staff activity and productivity, conducts audits, reports findings, and works with the administrative team on corrective action and process improvement. It also supports staff training, coaching, evaluations, onboarding, timekeeping and HR matters, team communication, and a work environment grounded in teamwork and Patient Family-Centered Care. The supervisor ensures proper collection of frontend payments during check-in and compliance with clinic, department, CABC, ICE, UAMS, Joint Commission, safety, and emergency-preparedness standards.

This position is based inside a medical facility with a moderate noise level. Physical requirements include frequently sitting, standing, bending or reaching, and lifting and carrying or pushing and pulling up to 25 pounds. Salary is commensurate with education and experience. Benefits eligibility is indicated for this position.

Requirements

• Bachelor’s degree in healthcare or a related field and three years of experience in patient scheduling, registration, and billing in a healthcare work environment; alternatively, a high school diploma/GED and seven years of such experience.
• Exceptional leadership, supervisory, communication, and interpersonal skills.
• Maintain required job skills and competencies, complete annual skills assessments, and document continuing education hours annually.
• Meet the physical requirements of the role, including lifting and carrying up to 25 pounds and pushing and pulling up to 25 pounds.

Nice To Haves

• Advanced knowledge of the Epic system and third-party payer requirements.
• Supervisory experience.

Responsibilities

• Supervise assigned workflows, including patient check-in/check-out, scheduling, registration, patient portals, online requests, EPIC work queues, and physician referrals.
• Assist with testing, managing, and monitoring workflows within UAMS electronic systems to support productivity.
• Assume the manager’s responsibilities during the manager’s absence.
• Educate staff on scheduling requirements, physician templates, payer requirements, government regulations, compliance, registration, and customer service.
• Monitor staff activities and productivity daily and take appropriate action to ensure performance standards are met.
• Ensure the team meets work-queue productivity, quality, and customer-service expectations.
• Conduct regular audits for productivity, quality, and compliance; report findings and work with the administrative team on corrective action plans.
• Maintain awareness of regulatory changes and industry standards and provide timely information to staff.
• Document personnel issues and promote a balanced, conducive work environment.
• Ensure department, CABC, ICE, and UAMS policies are followed.
• Establish and maintain productivity, quality, and compliance performance standards; implement process improvements and report results.
• Ensure staff are educated and conduct themselves appropriately in their duties, including preparedness for Joint Commission, facility safety, and emergency-preparedness standards.
• Maintain current knowledge of the profession and state and federal regulatory requirements; maintain required competencies, complete annual skills assessments, and document annual continuing education hours.
• Supervise the day-to-day operations of assigned Access Coordinators and Patient Representatives.
• Know and apply clinic policies and procedures; schedule, reschedule, coordinate, and cancel appointments using hospital systems.
• Work with management to develop, implement, and maintain formal training plans.
• Facilitate annual training, support staff development, coach employees, and assist with employee evaluations.
• Work with CABC Support on timekeeping and other HR items.
• Promote teamwork and model Patient Family-Centered Care concepts.
• Conduct crucial conversations when staff disagreements occur and use progressive discipline when necessary.
• Conduct team meetings and one-on-one meetings with direct reports.
• Participate in new-employee onboarding, training, and staff development.
• Ensure appropriate transfer of information using communication skills and tools.
• Ensure staff collect frontend payments during patient check-in.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision plans for qualifying staff and family.
• Holiday, vacation, and sick leave.
• Education discount for staff and dependents (undergraduate only).
• Retirement contributions with up to 10% matching contribution from UAMS.
• Basic life insurance up to $50,000.
• Career training and educational opportunities.
• Merchant discounts.
• Concierge prescription delivery on the main campus when using the UAMS pharmacy.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager