Supervisor, Patient Access Full Time Bascom Palmer Eye Institute | Naples, FL

University of Miami•Naples, FL

4d•Onsite

About The Position

The Supervisor, Patient Access oversees the day-to-day business and clinical support operations of an assigned location and Tier 1 team at Bascom Palmer Eye Institute. The role ensures smooth patient flow and effective front-end revenue cycle and clinic support across hospital and practice-based locations. The supervisor anticipates patient volume, monitors patient flow and staff productivity, and helps provide an organized, welcoming atmosphere for patients, visitors, and staff. The position supervises essential workers performing functions from prearrival through discharge in traditional and non-traditional healthcare settings. The supervisor supports patient registration, financial clearance, consent processes, financial counseling, scheduling, communications, cash handling, work queue management, and coordination among clinical and administrative teams. The role also monitors performance and compliance, trains and evaluates staff, and contributes to process improvement and strategic initiatives.

Requirements

High school diploma or equivalent.
Minimum of 4 years of relevant experience.
Ability to maintain effective interpersonal relationships.
Commitment to the University’s core values.
Ability to direct, manage, implement, and evaluate department operations.
Ability to establish department goals and objectives that support the strategic plan.
Ability to effectively plan, delegate, and/or supervise the work of others.
Ability to lead, motivate, develop, and train others.
Proficiency in computer software, including Microsoft Office.
Ability to navigate multiple systems simultaneously and independently serve staff and customers promptly in a fast-paced, constantly changing environment.
Knowledge of healthcare regulatory guidelines and compliance, including OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.
Ability to adapt to uncertainty and changing circumstances.

Responsibilities

Oversee daily business and clinical support operations and supervise Tier 1 staff.
Plan, organize, and schedule staffing to accommodate expected daily volumes.
Orient, train, evaluate, and monitor registration staff, including conducting TALK evaluations, new-hire 90-day evaluations, and competency assessments.
Ensure staff follow established policies, procedures, controls, and organizational initiatives; train employees on applicable controls and policies.
Monitor staff productivity, work quality, and key performance indicators, and provide meaningful feedback.
Obtain, verify, and accurately enter patient demographic, financial, clinical, insurance, and HIPAA-protected information.
Perform pre-service validation for in-person and virtual appointments and coordinate services from prearrival through discharge.
Assist patients with self-service technology in person or remotely.
Explain and obtain signatures for consents, assignments of benefits, notices, and other required documents.
Provide financial counseling, create estimates, explain benefits and self-pay liabilities, and collect outstanding balances and other funds.
Run end-of-day reports, accurately account for collected funds, reconcile cash drawers, and make bank deposits.
Coordinate and schedule complex follow-up care with providers and clinical schedulers.
Handle high volumes of inbound and outbound patient and customer calls and provide helpful solutions.
Communicate patient-flow issues to appropriate managers and serve as a liaison among internal departments.
Maintain collaborative relationships with healthcare and clinical team members to support seamless clinic flow and positive patient experiences.
Manage and resolve work queues and process transactions accurately in a fast-paced environment.
Identify process changes and use performance metrics to evaluate operations, identify trends, and improve efficiency.
Participate in projects, process improvement, strategic initiatives, technology implementation and optimization, and workflow development or redesign.
Monitor compliance with departmental and organizational requirements and collaborate with administrative and clinical disciplines on educational and operational strategies.
Support patient- and family-centered care, service delivery, education, and orientation programs.
Recognize, analyze, solve, and de-escalate issues using sound judgment and critical thinking.