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 Patient Access Leads and front office staff, supports consistent workflows and staffing effectiveness, and ensures compliance with company policies and procedures. The role may cover multiple sites or higher-volume locations and focuses on oversight rather than routine front desk task execution. The supervisor monitors registration processes, staffing issues, operational risks, and performance trends, and partners with Program Director and RVP leadership on solutions and continuous improvement. The role requires a professional, welcoming demeanor, strong multitasking ability, and a commitment to a friendly, patient-centered experience. The position is scheduled according to operational needs, which may include rotating shifts, standby, AA, or on-call. Travel is primarily local during the business day, though out-of-area travel may be expected; the employee may be required to work at any facility and is responsible for their own transportation.

Requirements

High school diploma or GED required.
Minimum of 2 years of 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 skills and customer service.
Solid work history.
Flexibility with hours, as staffing of 24/7 units may require flexibility.

Nice To Haves

A 2- to 4-year college degree in Business, Accounting, Medical Administration, or a related area.
Minimum of 5 years of experience in a supervisory or lead role.

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 follows 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 coverage escalation.
Oversee staffing models and schedules, ensure adequate coverage, delegate schedule creation to Leads as appropriate, and approve final schedules.
Provide coverage only as needed during escalated or exceptional situations.
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.
Implement and evaluate Patient Access policies and procedures, and recommend updates and improvements to leadership.
Ensure Leads and staff complete reconciliation processes accurately and on time; review reports and address discrepancies.
Oversee and ensure accountability for required documentation and reconciliation processes.
Lead or delegate staff meetings focused on performance, engagement, and operational improvement.
Maintain downtime readiness, processes, resources, binders, and training across assigned sites, with regular review.
Oversee quality review of accurate patient-information reconciliation and backloading.
Ensure Leads maintain staff training and competency in downtime and reconciliation processes.
Ensure adherence to laws and regulations regarding employment, affirmative action, safety, and drugs.
Ensure patient records are accurate and complete.
Enforce personnel policies and procedures and partner with HR and leadership on corrective action and compliance matters.
Provide a customer-focused, friendly, reassuring, and open environment for patients and families; assist in resolving patient concerns and complaints using de-escalation techniques.
Manage conflict and request help from a leader when appropriate.
Coordinate workflow processes with the hospital partner as 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, with accountability for consistency and performance.
Perform other duties as assigned.