Clinical Applications Supervisor, Patient Access

Stanford Health Care•Palo Alto, CA

54d•$69 - $91

About The Position

The Clinical Applications Supervisor, Patient Access provides day-to-day operational leadership for technical staff supporting revenue cycle and patient access systems. The role applies expertise in health technology service delivery, revenue cycle, patient access, and hospital patient flow, and uses functional and systems knowledge to configure, test, and support solutions that increase revenue, reduce costs, and improve the patient financial experience. The position requires understanding of Epic revenue cycle modules, including Prelude, Cadence, Referrals, and Grand Central. The Supervisor – IT Applications oversees technical staff administering information technology and systems functions that support Stanford Health Care and Stanford Medicine business processes and technical platforms. The supervisor coordinates services for user groups, helps ensure uninterrupted IT service, and provides onsite and operational support for the assigned application suite. The role requires practical knowledge of user-group workflows and serves as the team’s first point of escalation. It combines people leadership with hands-on technical and operational work, while partnering with the Manager on staffing, scheduling, service delivery, and technical roadmap development. The role supervises, coaches, develops, and evaluates assigned staff, and recommends hiring and performance actions to the Manager for approval. It also manages service delivery against SLAs, supports ticket resolution and maintenance, contributes to requirements gathering and workflow design under Manager direction, and supports physician and user satisfaction through consistent operational support.

Requirements

Associate degree and five years of experience as an individual contributor, or three years of supervisory experience in a health system clinical or operational setting.
Three years of progressive responsibility as a clinical or business systems analyst working in a professional applications management setting.
Working knowledge of user-group workflows and interdependencies sufficient to apply system characteristics to day-to-day needs.
Understanding of the application suite’s role within hospital or research business processes and technical platforms.
Knowledge of SLA structures and the incident/ticket lifecycle typical for assigned systems.
Familiarity with current AI tools and techniques.
Ability to coordinate service delivery across user groups to maintain uninterrupted IT service.
Hands-on technical troubleshooting and operational problem-solving skills sufficient to ask the right questions and engage appropriate technical expertise.
Ability to coach and provide performance feedback, evaluate results, and assist with training.
Ability to clearly support hiring or performance recommendations so a Manager can act on them.
Strong written, oral, instructional, presentation, and interpersonal skills; a motivational, positive, self-directed, change-oriented approach and strong customer orientation.
Ability to apply judgment, foster effective working relationships, plan and organize team work, and determine what to resolve directly versus escalate to the Manager.
Ability to accept and execute the Manager’s final staffing or performance decision, even when it differs from the employee’s recommendation.

Nice To Haves

Bachelor’s degree in a work-related discipline or field from an accredited college or university.
Experience in a health care provider setting; health care-adjacent or life sciences experience may be considered.
Knowledge of standard IT, university, or hospital policies and how application team processes may map into them.
Ability to balance hands-on technical work with people-leadership responsibilities.
Background, experience, and performance that promote credibility with clinical and research professionals.

Responsibilities

Provide day-to-day supervision, coaching, and regular one-on-one feedback to assigned staff; set and monitor individual performance objectives.
Support onboarding and skill development, and coach staff on software, configurations, and workflows within the area of responsibility.
Recommend hiring decisions and performance actions, including corrective action, to the Manager; execute approved actions and document them appropriately.
Manage day-to-day delivery against SLAs and guide resolution of incidents, problems, maintenance, and enhancement tickets for the assigned application suite.
Serve as the onsite and operational focal point for user support, including conducting periodic onsite visits to identify and resolve service issues.
Provide ongoing troubleshooting and maintenance support, participate in on-call coverage, and help develop the on-call rotation schedule in collaboration with other supervisors and leads.
Maintain and document team-level procedures consistent with departmental, hospital, or university policy.
Track and report team performance against metrics defined by the Manager and flag trends or issues for the Manager’s attention.
Apply Process Excellence methods, such as Lean, to day-to-day team workflows.
Act as a communication focal point between the team and other IT groups regarding changes, fixes, and updates.
Support requirements gathering and workflow design activities under Manager direction.
Contribute to physician and user satisfaction through consistent, high-quality operational support.
Partner with the Manager on staffing, scheduling, service delivery outcomes, and technical roadmap development.