Patient Access Supervisor

County of Wake, NC•Raleigh, NC

3d•$27 - $35•Onsite

About The Position

Wake County Public Health is seeking a Patient Access Supervisor to lead daily administrative operations for the Family Planning Clinic (Clinic 2) and Prenatal Clinic (Clinic 3). Reporting to the Women’s Health Clinic Operations Manager, this position supervises Patient Access Representatives, oversees front-office operations, manages clinic scheduling templates, and coordinates purchasing and invoice processing for both programs. The role oversees appointment scheduling, patient registration, check-in and check-out, front-office patient flow, and administrative issue resolution. It builds and maintains EHR appointment templates based on approved provider schedules and coordinates approved schedule changes and patient notifications. The supervisor also coordinates purchasing and invoice processing, maintains records and expenditure tracking, and addresses recurring accuracy issues through staff training and procedure updates. The position is located at the Public Health Building in Raleigh, North Carolina. The regular work schedule is 8:15 a.m. to 5:15 p.m., with one evening clinic per week until 7:15 p.m. to meet a 40-hour workweek. Employees in Health Clinics and Public Health must meet the stated influenza immunization condition, subject to federal law. The employee must also support and participate in department emergency preparedness and response activities, which may involve temporary changes in responsibilities, working hours, or work location.

Requirements

High school diploma or GED; equivalent education and experience are accepted.
Three years of job-related experience; equivalent education and experience are accepted.
Knowledge of outpatient clinic operations, patient registration and scheduling, EHR systems, insurance and Medicaid workflows, and patient confidentiality requirements.
Knowledge of administrative financial processes, including purchasing, supply ordering, invoice verification, payment processing, and tracking expenditures against appropriate program budgets.
Ability to supervise and coach Patient Access Representatives, set performance expectations, coordinate front-office coverage across two clinics, and resolve escalated patient access concerns.
Ability to build appointment templates from approved provider schedules, identify scheduling conflicts, and coordinate approved changes with providers, nursing, and the Medical Clinics Call Center.
Sound judgment, accountability, attention to detail, and clear communication.
Ability to use operational data to improve scheduling accuracy and patient flow.
Influenza immunization is a condition of initial and continued employment for employees working in Health Clinics and Public Health, subject to compliance with federal law.
Must support and participate in department emergency preparedness and response activities; assignments may involve temporary changes in duties, work hours, or work location.

Nice To Haves

Direct experience supervising patient access or front-office staff in an outpatient healthcare setting.
Working knowledge of the Athena EHR system.
Experience building or maintaining provider appointment templates.
Experience with supply purchasing, invoice processing, and tracking expenditures across programs.
Experience coordinating administrative coverage across multiple clinics or providers.
Experience in Family Planning, Prenatal Care, Women’s Health, or public health.
Bilingual proficiency in English and Spanish.

Responsibilities

Supervise, train, and coach Patient Access Representatives; assign daily work, coordinate staffing coverage, cross-train employees, and address performance concerns.
Oversee appointment scheduling, patient registration, check-in, check-out, and front-office patient flow.
Resolve escalated administrative concerns and direct clinical questions to the appropriate care team.
Build and maintain EHR appointment templates using approved provider schedules, visit types, slot counts, and designated administrative time; verify templates before release and escalate scheduling conflicts.
Coordinate approved schedule changes with providers, nursing staff, front-office personnel, and the Medical Clinics Call Center.
Oversee patient notifications and rescheduling when clinic sessions change.
Monitor supply needs and coordinate purchasing for both clinics.
Verify invoices against orders and deliveries, confirm appropriate program or budget codes, process invoices for payment, and resolve discrepancies with vendors or county fiscal staff.
Maintain purchasing and invoice records and track expenditures to support budget monitoring for both programs.
Monitor scheduling and registration accuracy and address recurring issues through staff training and procedure updates.
Ensure compliance with approved workflows for confidentiality, interpreter access, and eligibility documentation.
Participate in department emergency preparedness and response activities, including relevant exercises and preparedness training as required.