PATIENT ACCESS OPERATIONS SUPERVISOR

VALOR HEALTH•Emmett, ID

4d•Onsite

About The Position

Under the strategic direction of the Revenue Cycle Manager and Chief Financial Officer, the Patient Access Operations Supervisor establishes, implements, and enforces Patient Access workflows, standards, and front-end communication processes across Valor Health departments and locations. The role has operational decision-making authority for Patient Access processes and access-related service recovery, including final determinations on process and compliance standards when collaboration does not resolve operational disagreements. The position directly supervises Patient Access and Patient Support staff assigned to the Business Office, including managing and mentoring the Patient Access Team Lead. It also provides dotted-line functional oversight of Patient Access activities in other departments and locations, including guidance, standard-setting, training direction, and process enforcement; day-to-day management of those staff remains with their department supervisors. The role leads patient support operations, customer service standards, front-end communication, and real-time service recovery for access-related concerns. Enterprise grievance analysis, patient safety investigations, and system-wide patient experience analytics remain the responsibility of the Quality Department. The supervisor oversees daily workflows, staffing coverage, training, registration, scheduling, intake, patient navigation, and access-related performance monitoring. The role conducts audits, uses metrics and findings to improve processes, supports regulatory compliance, collaborates with clinical and business leaders, and assists with evaluating and implementing patient access technology and systems. The position is located at 1202 E Locust St, Emmett, Idaho, and is full-time on the day shift.

Requirements

High school diploma or equivalent required.
At least three years of recent experience in patient access, registration, scheduling, customer service, or revenue cycle.
Excellent customer service and communication skills.
Ability to coach, mentor, and develop staff.
Strong knowledge of health insurance, Medicare/Medicaid, and managed care.
Effective critical-thinking and problem-solving skills.
Ability to work under pressure, manage a high workload, and prioritize tasks.
Ability to adapt quickly to changing conditions and integrate new processes.
Strong attention to detail, accuracy, and confidentiality.
Proficiency in Microsoft Office applications.
Physical ability to perform extensive walking and standing; lift, position, push, and/or transfer patients as needed; and meet requirements involving lifting, reaching, hand-eye coordination, speaking, clear vision, motor skills, and dexterity.

Nice To Haves

Associate degree in Business Management, Healthcare Administration, or a related field.
At least two years of supervisory or lead experience.
Experience with EMR/EHR systems and scheduling platforms.

Responsibilities

Direct and coordinate daily Patient Access and Patient Support activities, with direct supervision of Business Office staff and functional oversight across the organization.
Manage staffing schedules and coverage for Business Office registration, scheduling, and patient support; coordinate access coverage needs with other department leaders.
Establish initial and ongoing training standards and mentor staff, including the Patient Access Team Lead.
Model professional customer service and serve as an escalation point for complex patient questions or concerns.
Oversee call-handling workflows, phone etiquette, message routing, and front-end communication processes.
Ensure callers receive timely, accurate information and are connected with appropriate departments or clinical teams.
Oversee wayfinding and patient navigation services for patients, families, and visitors.
Lead operational service recovery for concerns involving access, registration, scheduling, communication, and navigation.
Track and report operational patient support and access metrics, including call response times, abandonment rates, and access-related complaints.
Collaborate with the Quality Department on enterprise patient experience reporting and improvement initiatives; refer formal grievances, patient safety concerns, and systemic patient experience issues to that department.
Maintain knowledge of scheduling, registration, intake, insurance benefits, eligibility verification, medical necessity, and authorization workflows.
Ensure admissions and registrations are timely, compliant, and professional; explain admission conditions, patient rights and responsibilities, advance directives, HIPAA and privacy practices, and billing and financial policies.
Coordinate pre-registration, authorization, and required documentation before services; assist with admitting outpatient surgical and minor-procedure patients as needed.
Monitor patient flow across clinics and hospital entry points, coordinate with department leaders, and help minimize wait times.
Integrate Business Office workflows with clinical departments, ancillary services, and external partners; identify bottlenecks and collaborate on workflow improvements.
Conduct routine reviews of Business Office staff work and functional audits of organization-wide access processes, including registration accuracy, eligibility verification, documentation completeness, and service quality.
Run and review KPIs such as insurance accuracy, point-of-service collections, scheduling accuracy, call performance, and access-related service metrics; use findings to identify training needs and improve processes.
Review access-related satisfaction feedback and partner with the Quality Department on trend analysis, root-cause review, and system-level improvement initiatives.
Ensure compliance with CMS, CAH requirements, EMTALA, the Idaho Patient Act, HIPAA, and Valor Health policies.
Liaise with internal departments and external partners to streamline workflows and documentation; participate in developing goals, objectives, policies, and procedures related to patient access and support.
Collaborate with the Revenue Cycle Manager, CFO, clinical leaders, and Quality Department to improve revenue cycle performance, patient throughput, and access-related service outcomes.
Assist in evaluating, recommending, and implementing patient access and support technology; support system upgrades, EMR transitions, and process redesign projects.
Ensure Business Office staff are trained and proficient in relevant systems, tools, and communication platforms, and support training in other departments as workflows change.
Participate in department and interdepartmental meetings, comply with Valor Health policies and procedures, and perform other duties as assigned.