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

University of Miami•Naples, FL

5d•Onsite

About The Position

The Supervisor, Patient Access oversees and supervises the day-to-day business and clinical support operations of an assigned location and Tier 1 team. The role supports smooth patient flow and a welcoming, organized atmosphere for patients, customers, visitors, and staff across University of Miami Health System hospital and practice-based locations. The supervisor anticipates patient volume, monitors patient flow and staff productivity, and ensures that front-end revenue cycle and clinic support operations are carried out effectively. The position coordinates patient services from prearrival through discharge, including registration, pre-service validation, financial counseling, consent processes, scheduling support, and work queue management. It also trains and evaluates staff, monitors performance and compliance, manages cash and end-of-day reconciliation, and identifies opportunities to improve registration processes, operational efficiency, and patient experience. The role works closely with clinical and administrative teams and may participate in process-improvement projects and technology or workflow initiatives.

Requirements

High school diploma or equivalent.
Minimum 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 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, changing environment.
Knowledge of healthcare regulatory guidelines and compliance, including OSHA, HIPAA, Joint Commission (JC), AHCA, EMTALA, and CMS.
Ability to apply sound judgment and critical thinking to recognize, analyze, solve, and de-escalate issues.

Responsibilities

Oversee and supervise the day-to-day business and clinical support operations of an assigned location and Tier 1 team.
Anticipate patient volume and monitor patient flow, staff productivity, quality of work, and operational performance.
Obtain, confirm, and accurately enter patient demographic, financial, and clinical information required for financial clearance and registration.
Verify and update patient demographic and insurance information.
Coordinate functions and services from prearrival through discharge, including pre-service validation for in-person and virtual visits.
Assist patients with self-service technology options in person or remotely.
Explain and obtain signatures for applicable consents, assignments of benefits, notices, and other required documents before services are rendered.
Provide financial counseling at check-in, create estimates, explain benefits and self-pay liabilities, and collect copays, previous balances, and other funds.
Process transactions accurately and promptly, handle cash, reconcile cash drawers, run end-of-day reports, and make bank deposits.
Coordinate and schedule complex follow-up care with providers and clinical schedulers, onsite or remotely.
Handle high volumes of inbound and outbound patient and customer calls and provide helpful solutions.
Plan, organize, and schedule staffing to accommodate expected daily volumes; communicate patient-flow issues to appropriate management staff.
Orient, train, evaluate, and monitor registration staff, including performance evaluations and competency assessments.
Initiate performance management processes to address ongoing performance concerns and provide staff feedback using performance metrics.
Monitor staff compliance with policies, procedures, initiatives, and established key performance indicators, including patient satisfaction, collections, accuracy, denials, and processing time.
Identify and recommend process changes and develop processes and tools to evaluate operations, trends, and improvement opportunities.
Manage and resolve work queues and serve as a liaison among internal departments to facilitate patient flow.
Maintain effective and collaborative working relationships with healthcare team members and support seamless clinic check-in and checkout.
Participate in projects, process improvement, strategic initiatives, technology implementation or optimization, and workflow or standards development.
Ensure internal controls are effective and employees are trained on applicable controls, University policies, and procedures.
Support patient- and family-centered care, service delivery, education, and orientation programs.
Safeguard University assets and adhere to University and unit-level policies and procedures.
Recognize, analyze, resolve, and de-escalate issues using sound judgment and critical thinking.