Patient Access Supervisor, Access Center, UT Health Austin

University of Texas at Austin•Austin, TX

10d•Onsite

About The Position

The Patient Access Supervisor manages day-to-day operations of designated Access Center functions within the healthcare system, which may include patient registration, scheduling, referral coordination, and health information management. Reporting to the Patient Access Manager, this position provides direct supervision of assigned staff such as Patient Access Representatives, Referral Coordinators, Health Information Specialists, Health Access Partners and Access Center Operators. This role works closely with team leads in each functional area and the Patient Access Manager to ensure efficient workflows, compliance, and exceptional customer service. Responsibilities include performance management, staff development, and operational oversight to ensure all patient interactions are handled professionally and accurately. The Patient Access Supervisor collaborates with clinical teams, IT, and administrative leadership to resolve issues and optimize processes.

Requirements

Requires a Bachelor's Degree in Healthcare Administration, Business, or a related field.
5 or more years of patient access or healthcare registration experience.
Relevant education and experience may be substituted as appropriate.
Directs Others: Provides clear direction, sets priorities, and delegates effectively to achieve results.
Communicates expectations and goals clearly to staff and team leads.
Holds individuals accountable for performance and deadlines.
Adjusts direction quickly when priorities change.
Decision Quality: Makes sound decisions based on analysis, experience, and judgment.
Evaluates options and selects solutions that balance efficiency and compliance.
Considers patient impact and organizational standards before acting.
Escalates issues appropriately when higher-level input is required.
Managing and Measuring Work: Establishes clear objectives and monitors progress toward goals.
Tracks KPIs and productivity metrics for assigned teams.
Provides timely feedback and corrective action when performance falls short.
Implements systems to measure and report operational success.
Customer Focus: Prioritizes patient and provider satisfaction in all interactions.
Responds promptly to patient complaints and resolves issues effectively.
Ensures staff deliver courteous, empathetic service.
Monitors feedback and implements improvements to enhance experience.
Process Management: Designs and improves workflows for efficiency and compliance.
Identifies bottlenecks and implements solutions to streamline operations.
Standardizes procedures across functional areas for consistency.
Collaborates with IT and leadership to optimize systems and tools.
Interpersonal Savvy: Builds strong relationships and communicates effectively across teams.
Partners with team leads and Patient Access Manager to align goals.
Mediates conflicts and fosters collaboration among staff.
Maintains professionalism in high-pressure situations.

Nice To Haves

7 years of patient access experience in a hospital or large clinic setting.
Experience in a supervisory or leadership role, preferably in a multi-site or high-volume environment.
Certified Healthcare Access Associate (CHAA) or Certified Healthcare Access Manager (CHAM) from NAHAM.

Responsibilities

Oversees assigned functional areas within the Access Center.
Acts as point person for operational needs and escalations.
Monitors call queues and patient flow to maintain service levels.
Coordinates with other supervisors and team leads to balance workload and coverage.
Maintains accurate documentation of operational activities.
Ensures adherence to policies and procedures across assigned teams.
Assigns tasks and monitors performance for assigned staff.
Provides coaching, mentoring, and corrective action as needed.
Develops training plans and ensures staff competency.
Supports recruitment, onboarding, and orientation of new hires.
Partners with team leads to identify skill gaps and implement development plans.
Manages provider schedule block requests following approval processes.
Coordinates with IT to resolve technical issues impacting workflow.
Adjusts staffing based on call volume and patient demand.
Ensures timely completion of referrals and registration tasks.
Communicates changes in processes or schedules promptly.
Works closely with team leads to streamline workflows and reduce bottlenecks.
Conducts audits of registration accuracy and referral completion.
Performs call monitoring and quality reviews monthly/quarterly.
Ensures compliance with HIPAA and organizational standards.
Investigates and resolves patient or provider complaints.
Implements corrective actions for identified process gaps.
Collaborates with Patient Access Manager on compliance initiatives.
Prepares and distributes productivity and performance reports.
Analyzes trends and recommends operational improvements.
Participates in special projects and system upgrades.
Collaborates with leadership on policy updates and best practices.
Tracks and reports resolution of technical issues.
Provides feedback to team leads and manager for continuous improvement.
Assists with timekeeping for assigned staff.
Represents department in cross-functional meetings or committees.
Supports disaster recovery and downtime procedures.
Participates in professional development and industry networking.
Provides coverage during staffing shortages.
Adheres to internal controls and reporting structure.
Performs related duties as required.