Patient Access Supervisor

Intuitive Health • Louisville, KY

7h • Onsite

About The Position

The Patient Access Supervisor displays leadership skills to lead a wide range of duties in support of Front Desk Receptionist Team efficiencies which may include but not limited to; driving team performance accountability, lead patient access team daily operations, collaborates with others in process and operational excellence. The Patient Access Supervisor is a higher-level leadership role responsible for operational oversight, people leadership, and performance management across assigned site(s). This role focuses on supervising and developing Patient Access Leads and staff, ensuring consistent workflows, staffing effectiveness, and compliance with policies and procedures, while reducing routine front desk task execution. Scope of responsibility may include oversight of multiple sites or higher-volume locations based on business need. This role is responsible for providing feedback on daily registration processes and staffing issues to leadership. They proactively identify operational risks, staffing gaps, and performance trends, and partner with Program Director and RVP leadership on solutions and continuous improvement. In this position, it is imperative to be able to consistently maintain a pleasant, professional demeanor and make patients and employees always feel welcome. Ability to multi-task is a must.

Requirements

• High School Diploma or GED required
• Minimum of 2 years’ experience in medical office setting
• Familiar with health insurance and the insurance verification process.
• Patient Registration/Medical record system experience needed.
• Must be computer literate (Word, Excel Outlook)
• Ability to perform multiple tasks simultaneously, and to prioritize multiple demands effectively
• Exceptional communication skills and customer service is required
• Solid work history
• Be flexible with hours, as staffing of 24/7 units may require flexibility

Nice To Haves

• 2-4-year college degree in Business, Accounting, Medical Administration or related area preferred
• Minimum of 5 years’ experience in supervisory or lead role preferred

Responsibilities

• Provide direct supervision and leadership oversight of Patient Access Leads and front office staff, including hiring recommendations, performance management, corrective action, and time & attendance administration in accordance with company policy and leadership approval requirements.
• Model patient experience expectations and ensure team is adhering to the patient experience expectations.
• Analyze Patient Access performance metrics (Callbacks, Bedside, NPS, RQA, etc.), identify trends, and implement staffing or process adjustments in partnership with leadership.
• Maintain an appropriate Front Desk Receptionist environment that is friendly and respectful.
• Maintain working knowledge of Front Desk duties to provide oversight, coaching, and coverage escalation as needed; routine execution of Front Desk tasks is not the primary function of this role.
• Oversee staffing models and schedules to ensure adequate coverage; delegate schedule creation to Leads as appropriate and approve final schedules.
• Ensure appropriate coverage plans are in place; provide coverage only as needed during escalated or exceptional situations.
• Ensure training quality and consistency for new and existing staff through oversight of Leads and training processes.
• Interview, select, and hire Front Office staff in accordance with company policy and approval requirements.
• Prepare appropriate access for new hires
• Complete 90-day evaluations for Front Office staff, incorporating input from Patient Access Leads as appropriate, and ensure timely, high-quality feedback.
• Own implementation and ongoing evaluation of Patient Access policies and procedures; recommend updates and improvements to leadership.
• Ensure reconciliation processes are completed accurately and timely by Leads and staff, review reports and address discrepancies.
• Provide oversight and accountability for required documentation and reconciliation processes.
• Lead or delegate staff meetings focused on performance, engagement, and operational improvement.
• Ensure downtime readiness, processes, and training are maintained across assigned site(s).
• Ensure downtime resources, binders, and training are maintained and reviewed regularly.
• Ensure patient information is accurately reconciled and backloaded through oversight and quality review.
• Ensure Leads maintain staff training and competency in downtime and reconciliation processes.
• Ensure adherence to all laws and regulations regarding employment, affirmative action, safety and drugs
• Ensure that patient records are accurate and complete.
• Enforce personnel policies and procedures and partner with HR and leadership on corrective action and compliance matters.
• Provide patients and their families with a customer focused, friendly reassuring open environment that encourages patients to return.
• Assist in resolving patient concerns.
• Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques.
• Ability to manage conflict and appropriately request the help of a leader when needed.
• Coordinate workflow processes with hospital partner as needed.
• Follow all HIPAA policies and procedures.
• Follow and enforce all company policies.
• Develop and coach Patient Access Leads to support succession planning and leadership readiness.
• Support multi-site operations or higher-volume locations as assigned, with accountability for consistency and performance across scope
• Other duties as assigned

Benefits

• Equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED