Patient Access Supervisor

Wake County Government•Raleigh, NC

2d•$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, the supervisor oversees Patient Access Representatives, front-office operations, appointment scheduling templates, purchasing, and invoice processing for both programs. The position coordinates staffing coverage and patient access workflows across the clinics, maintains accurate EHR appointment templates, resolves escalated administrative concerns, and coordinates schedule changes with providers, nursing staff, front-office personnel, and the Medical Clinics Call Center. The supervisor also monitors supply needs, processes and reconciles invoices, maintains purchasing records, and tracks expenditures for budget monitoring. The role is based at the Public Health Building in Raleigh, North Carolina. The regular schedule is 8:15 a.m.–5:15 p.m., with one evening clinic per week until 7:15 p.m., for a 40-hour workweek. Employment in the Health Clinics and Public Health Division requires influenza immunization, subject to applicable federal law. The employee must also support and participate in emergency preparedness and response activities, which may involve temporary changes to duties, hours, or work location.

Requirements

High school diploma or GED.
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 staff, 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 the Health Clinics and Public Health Division, subject to compliance with federal law.
Ability and willingness to participate in emergency preparedness and response activities, which may involve temporary changes to responsibilities, working 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 based on approved provider schedules, visit types, slot counts, and designated administrative time.
Verify appointment template accuracy 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; address recurring issues through staff training and procedure updates.
Ensure compliance with approved workflows for confidentiality, interpreter access, and eligibility documentation.
Participate in departmental emergency preparedness and response activities, including relevant exercises and training, as required.