Patient Access Supervisor
About The Position
UCFS is seeking a Patient Access Supervisor to support person-centered healthcare and oversee the daily work of Customer Service Representatives. This full-time role provides coaching, training, and operational support while ensuring that patient access workflows are accurate, timely, and aligned with established procedures and healthcare requirements. The supervisor monitors front-end workflows and supports registration, scheduling, insurance verification, financial clearance, patient work queues, and service issue resolution. The role collaborates with site managers, clinical leadership, Operations, Revenue Cycle, and EMR teams to improve access to care and the patient experience. It also supports staff onboarding and development, monitors operational metrics, and promotes an inclusive, collaborative team culture. Travel to other UCFS healthcare sites may be needed.
Requirements
- Three years of directly related experience in customer service, patient access, medical or behavioral health reception, registration, scheduling, insurance verification, revenue cycle, or a similar healthcare setting.
- Working knowledge of front-end Revenue Cycle workflows, including patient access, registration, scheduling, insurance verification, and point-of-service collections.
- Proficiency in Microsoft Office Suite.
- Ability to travel to other UCFS Healthcare sites in Colchester, Griswold, Norwich, New London, and Plainfield as needed.
- Excellent communication, interpersonal, organizational, and problem-solving skills.
- Ability to lead, motivate, coach, and develop staff while maintaining accountability and positive working relationships.
- Ability to work collaboratively in cross-functional and multidisciplinary teams.
- Ability to review reports, dashboards, work queues, or other operational data to monitor activity and identify trends.
Nice To Haves
- Associate degree in health administration, business, or a related field.
- One year of supervisory, lead, or team coordination experience within healthcare RCM.
- FQHC experience.
- Familiarity with electronic health record systems; EPIC is preferred.
Responsibilities
- Supervise, coach, mentor, train, and provide day-to-day support to Customer Service Representatives.
- Monitor front-end workflows to ensure accurate and complete capture of patient demographic and insurance information in the EHR.
- Oversee pre-registration, registration, scheduling support, check-in, check-out, point-of-service collections, deposits, follow-up appointments, consents, required forms, and patient information updates.
- Support insurance verification and financial clearance workflows, ensuring staff follow established processes and escalate issues promptly.
- Ensure sliding fee scale applications are accurately processed and entered into the EMR according to established procedures.
- Manage patient work queues daily and ensure errors are reviewed and resolved before patient visits whenever possible.
- Help Operations, Clinical teams, Revenue Cycle, and EMR team members resolve patient access, scheduling, registration, and customer service issues.
- Collaborate with site managers and clinical leadership on scheduling practices that support access to care and a positive patient experience.
- Assist with implementing and streamlining workflows for registration, insurance verification, customer service, and financial clearance.
- Ensure Customer Service Representatives follow applicable healthcare regulations, organizational policies, HIPAA requirements, and patient access procedures.
- Support onboarding, training, competency development, performance feedback, and routine personnel matters in collaboration with the Patient Access Manager.
- Track and monitor assigned patient access metrics, reports, work queues, and trends to identify improvement and efficiency opportunities.
- Provide follow-up outreach to patients seeking UCFS services and help resolve general inquiries promptly.
- Promote a patient-centered, inclusive, collaborative, and participative team culture within Patient Access.
- Perform other duties as assigned by the Patient Access Manager.
Benefits
- Yearly performance merit increases
- Gain Share Program
- Local and online discounts
- 401(k) plan with 6% employer contributions
- Employer-paid life and disability insurance
- Medical, dental, and vision insurance
- Employee Assistance Program
- Wellness programs
- Decompression spaces
- Paid time off starting at three weeks of vacation
- Four floating holidays
- Ten sick days
- Eight federal holidays
- Employee-led committees
- NHSC loan repayment opportunities
- PSLF eligibility
- Career path ladders
- Employer-paid learning and development programs
- Appreciation, education, and team-building events
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
