Patient Access Supervisor

Intuitive Health•Evansville, IN

About The Position

The Patient Access Supervisor is a higher-level leadership role responsible for operational oversight, people leadership, and performance management across assigned site(s). The supervisor leads and develops Patient Access Leads and front office staff, maintains consistent workflows and effective staffing, and ensures compliance with company policies and procedures. The role may cover multiple sites or higher-volume locations and focuses on leadership and oversight rather than routine front desk task execution. The supervisor partners with Program Director and RVP leadership to address operational risks, staffing gaps, performance trends, and continuous improvement. They maintain a welcoming, professional environment for patients and employees, help resolve patient concerns, and coordinate workflows with hospital partners as needed. Work schedules are based on operational needs and may involve rotating shifts, standby, AA, or on-call assignments. Travel is primarily local during the business day, with possible out-of-area travel; the employee may be required to work at any facility and provide their own transportation.

Requirements

High school diploma or GED required.
Minimum of 2 years’ experience in a medical office setting.
Familiarity with health insurance and the insurance verification process.
Patient registration and medical record system experience.
Computer literacy, including Word, Excel, and Outlook.
Ability to perform multiple tasks simultaneously and prioritize multiple demands effectively.
Exceptional communication and customer service skills.
Solid work history.
Flexibility with hours, as staffing of 24/7 units may require it.
Ability to work at any facility and provide own transportation.
Ability to stand, walk, use hands, reach, sit, talk, and listen; may be required to lift up to 10 pounds.
Ability to work near moving mechanical parts and in moderate noise, such as from business printers and computers.

Nice To Haves

A 2- to 4-year college degree in Business, Accounting, Medical Administration, or a related area is preferred.
Minimum of 5 years’ experience in a supervisory or lead role is 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 and attendance administration in accordance with company policy and approval requirements.
Model patient experience expectations and ensure the team adheres to them.
Analyze Patient Access performance metrics, including Callbacks, Bedside, NPS, and RQA; identify trends and implement staffing or process adjustments with leadership.
Maintain a friendly, respectful Front Desk Receptionist environment and working knowledge of front desk duties for oversight, coaching, and escalated coverage needs.
Oversee staffing models and schedules, delegate schedule creation to Leads as appropriate, and approve final schedules.
Ensure adequate coverage plans are in place and provide coverage only during escalated or exceptional situations as needed.
Oversee training quality and consistency for new and existing staff through 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 provide timely, high-quality feedback.
Own implementation and ongoing evaluation of Patient Access policies and procedures; recommend updates and improvements to leadership.
Ensure Leads and staff complete reconciliation processes accurately and on time; review reports, resolve discrepancies, and oversee required documentation and reconciliation.
Lead or delegate staff meetings focused on performance, engagement, and operational improvement.
Maintain downtime readiness, processes, resources, binders, and training across assigned sites, and ensure they are reviewed regularly.
Oversee quality review and accurate reconciliation and backloading of patient information.
Ensure Leads maintain staff training and competency in downtime and reconciliation processes.
Ensure adherence to employment, affirmative action, safety, and drug-related laws and regulations; enforce personnel policies and partner with HR and leadership on corrective action and compliance matters.
Ensure patient records are accurate and complete.
Provide patients and families with a friendly, reassuring, customer-focused environment and assist with resolving patient concerns.
Address complaints in the moment using de-escalation techniques, manage conflict, and involve a leader when needed.
Follow HIPAA policies and procedures and enforce 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, maintaining consistency and performance across the scope of responsibility.
Perform other duties as assigned.