Access Services - Supervisor

University of Arkansas System • Little Rock, AR

11d • Onsite

About The Position

The Access Services Supervisor oversees assigned access-service workflows, including patient check-in and check-out, scheduling, registration, patient portals, online requests, EPIC work queues, and physician referrals. The supervisor assists with testing, managing, and monitoring 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 operations of Access Coordinators and Patient Representatives.

The supervisor educates staff on scheduling and physician-template requirements, payer requirements, government rules and regulations, compliance, registration, and customer service. The role conducts regular audits, reports findings, develops corrective action plans with the administrative team, and implements process improvements. It oversees staff productivity, quality, compliance, work-queue performance, and customer service; supports training, coaching, onboarding, employee development, and evaluations; and maintains personnel documentation. The supervisor also works with CABC Support on timekeeping and other HR matters, conducts team and one-on-one meetings, and helps resolve staff disagreements and apply progressive discipline when necessary.

The position requires maintaining current knowledge of professional standards and state and federal regulations, ensuring staff preparedness for Joint Commission and facility safety and emergency-preparedness standards, and maintaining required competencies and continuing-education documentation. The supervisor follows department, CABC, ICE, and UAMS policies; promotes teamwork and Patient Family-Centered Care; coordinates appointments using hospital systems; and ensures staff collect front-end payments during check-in. Other duties may be assigned.

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 or GED and seven years of that experience.
• Ability to maintain required job-skill competencies, complete annual skills assessments, and document continuing-education hours annually.
• Ability to maintain knowledge of applicable professional standards and state and federal regulatory mandates.

Nice To Haves

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

Responsibilities

• Supervise assigned workflows, including check-in/check-out, scheduling, registration, patient portals, online requests, EPIC work queues, and physician referrals.
• Assist with testing, managing, and monitoring workflows in 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 rules and regulations, compliance, registration, and customer service.
• Conduct regular audits of productivity, quality, and compliance; report findings and work with the administrative team on corrective action plans.
• Monitor staff activities and productivity daily and take appropriate action to ensure performance standards are met.
• Ensure the team meets expectations for work-queue productivity, quality, and customer service.
• Seek information about regulatory changes and industry standards and provide it to staff in a timely manner.
• 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 perform their duties appropriately.
• Maintain knowledge of individual responsibilities and ensure staff preparedness for Joint Commission standards and facility safety and emergency-preparedness standards.
• Maintain current knowledge of the profession and state and federal regulatory mandates.
• Maintain required job-skill 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 formalized training plans.
• Facilitate annual training, support staff development, and provide employee coaching.
• Assist with and contribute to employee evaluations.
• Work with CABC Support on timekeeping and other HR matters.
• Promote teamwork and model Patient Family-Centered Care concepts.
• Conduct or assist with crucial conversations about staff disagreements and progressive discipline when necessary.
• Conduct team meetings and one-on-one meetings with direct reports.
• Participate in new-employee onboarding, training, and staff development.
• Transfer information appropriately using communication skills and tools.
• Ensure staff collect front-end payments during 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 contribution match of up to 10% 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