Supervisor - Patient Access

MaineHealth•Farmington, ME

About The Position

The Patient Access Supervisor at Franklin provides direct oversight of Patient Access teams responsible for centralized check-in/sign-in for outpatient services, outpatient registration, emergency department registration, and admissions. At some locations, the Supervisor may also oversee switchboard services. Reporting to the Coastal Healthcare Alliance Patient Access Manager, the Supervisor leads, supports, and directs staff in applying Patient Access standards and continuous improvement principles. The position oversees staff working 24/7 and maintains processes, data-system accuracy, and infrastructure to support timely payment to MaineHealth or alternative financial arrangements for patients, while ensuring patients receive prompt clinical services. The Supervisor is accountable for achieving monthly financial goals and objectives based on department metrics for each area of responsibility. The role encourages new ideas, reinforces staff involvement in improvement activities, and develops department goals and objectives that support the health system. It also requires a thorough understanding of each role in the process and its impact on the broader Revenue Cycle.

Requirements

Two-year college degree or equivalent leadership experience.
Customer service experience, including training in customer service principles.
Experience and analytical skills to identify innovative improvement opportunities, including process-redesign principles.
Ability to organize and oversee others' work to ensure objectives align with department standards.
High degree of self-activation and ability to work in a high-volume, fast-paced environment while prioritizing multiple tasks simultaneously.
Excellent verbal and written communication skills to present and explain information to customers and stakeholders.
Experience working with Microsoft Office products as part of communication skills.
Ability to handle sensitive, stressful, and confidential situations and account information.

Nice To Haves

One to two years of experience in a related healthcare field.
One to two years of leadership experience.

Responsibilities

Provide direct oversight of Patient Access teams handling outpatient check-in/sign-in, outpatient registration, emergency department registration, and admissions.
Oversee switchboard services at locations where applicable.
Provide leadership, support, and direction to staff in applying Patient Access standards and continuous improvement principles.
Oversee staff working 24/7.
Maintain processes, data-system accuracy, and infrastructure to support timely payment or alternative financial arrangements and prompt clinical services.
Ensure monthly financial goals and objectives based on department metrics are achieved for each area of responsibility.
Encourage new ideas and reinforce staff involvement in improvement activities.
Develop department goals and objectives that support the health system.
Maintain an understanding of each role in the process and its impact on the broader Revenue Cycle.