Supervisor, Patient Access - ED 7:00 PM - 3:30 AM

Med-Metrix•Arlington, VA

7d•$60,000 - $65,000

About The Position

The Supervisor, Patient Access monitors and oversees the daily activities of the insurance verification, financial clearance, and authorization team. The role manages inventory, process KPIs, team productivity and quality, and communication about appointment scheduling changes with front-desk leadership. It also handles escalations and supports internal and external clients. The supervisor ensures process goals are met, including financial-clearance-days-out and point-of-service collection targets and reduced eligibility and benefit denials. The role maintains workflow reports and logs, provides training and feedback, addresses performance issues, and works with management to resolve issues. It also monitors attendance, paid time off usage, and staffing requirements. The position carries responsibility for safeguarding protected health information and complying with HIPAA and information security policies. The supervisor ensures direct reports receive training and comply with those policies, reports security or HIPAA concerns, and promptly ensures remote client access is disabled for terminated or transferred employees when applicable.

Requirements

At least 3 years’ experience managing the front desk at a physician practice, leading an insurance verification team for a third-party billing office, or in a similar setting.
Ability to work well individually and in a team environment.
Reliability, responsibility, goal orientation, and flexibility.
Experience in physician billing or physician practice management.
Strong organizational skills.
Strong verbal and written communication skills to communicate effectively with patients, coworkers, insurance companies, practice staff, and clients.
Proficiency in Microsoft Office Suite.
Ability to communicate effectively at all levels of the organization.
Strong problem-solving and creative skills, sound judgment, and ability to make decisions based on accurate and timely analyses.
High integrity and dependability, with a strong sense of urgency and a results-oriented approach.
Gracious and welcoming personality for customer service interactions.
Possess a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes.
Ability to follow directions, collaborate with others, and handle stress.

Responsibilities

Monitor insurance verification, financial clearance, and authorization workflows, including inbound account referrals, team throughput, front-desk communication, and account escalations.
Ensure process goals are met, including financial clearance days-out targets, point-of-service collection targets, and reduction of eligibility and benefit denials.
Manage team productivity daily, weekly, and monthly to meet productivity targets.
Ensure weekly quality assurance is performed and address performance issues through training, mentoring, and improvement action plans.
Assist with and resolve inquiries from internal and external clients.
Prepare and maintain daily and weekly reports and logs, including front-desk account escalations, appointment reschedule notifications, and account inventory logs.
Maintain current working knowledge of healthcare-related issues and regulations.
Identify issues and work with the manager and director to resolve them.
Provide training, monitoring, feedback, and disciplinary action as necessary.
Maintain a professional attitude and confidentiality.
Monitor team attendance, PTO usage, and staffing requirements.
Perform other duties assigned by management.
Ensure remote client access is disabled in a timely fashion for terminated or transferred employees when applicable.
Report team security or HIPAA violations or concerns to the HIPAA Officers in a timely fashion.
Use, protect, and disclose patients’ protected health information only in accordance with HIPAA standards.
Comply with information security and HIPAA policies and procedures and ensure direct reports are trained and compliant.
Limit access to protected health information to the minimum necessary to perform assigned duties.