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

Med Metrix•Arlington, VA

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 workflow and inventory, monitors process KPIs, communicates appointment-scheduling changes to front-desk leadership, and monitors team productivity and quality. The position is for the ED shift listed as 7:00 PM–3:30 AM. The supervisor ensures process goals are met, including financial-clearance-days-out and point-of-service collections targets and reducing eligibility and benefit denials. The role oversees team productivity and quality assurance, supports and resolves client inquiries and account escalations, maintains workflow reports and logs, and provides training, feedback, mentoring, and disciplinary action when needed. The supervisor monitors attendance, PTO usage, and staffing requirements, and works with management to resolve issues. The role also has responsibilities for protecting patient information and supporting information security and HIPAA compliance. This includes limiting access to protected health information to what is necessary, ensuring direct reports are trained and compliant, and reporting security or HIPAA concerns. A smartphone or other application-capable electronic device is required for multifactor authentication and security purposes. The work environment is generally quiet. The role involves occasional movement around the work area and use of computers, telephones, and other office equipment. The employee must be able to follow directions, collaborate, and handle stress.

Requirements

At least 3 years of 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.
Experience in physician billing or physician practice management.
Ability to work well individually and in a team environment.
Reliable, responsible, goal-oriented, and flexible.
Excellent interpersonal, communication, and 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 well at all levels of the organization.
Strong problem-solving and creative skills, with the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
High integrity and dependability, a strong sense of urgency, and a results-oriented approach.
Gracious and welcoming personality for customer service interactions.
Ability to follow directions, collaborate with others, and handle stress.
Smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes.

Responsibilities

Monitor insurance verification, financial clearance, and authorization workflows, including inbound account referrals, daily team throughput, front-desk communications, and account escalations.
Ensure process goals are met, including financial clearance days-out targets, point-of-service collections targets, and reduction of eligibility and benefit denials.
Manage team productivity daily, weekly, and monthly and ensure productivity targets are met.
Ensure weekly quality assurance reviews are performed and address performance issues through training, mentoring, and improvement action plans.
Assist with and resolve inquiries from external and internal clients.
Prepare and maintain daily and weekly reports and logs, including front-desk account escalations, appointment rescheduling 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, and feedback, and administer disciplinary action as necessary.
Maintain a professional attitude and confidentiality at all times.
Monitor team attendance, PTO usage, and staffing requirements.
Perform other duties assigned by the management team.
Ensure remote client access is disabled in a timely manner for terminated or transferred employees, when applicable.
Report team security or HIPAA violations or concerns to the HIPAA Officers in a timely manner.
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.