Supervisor, Patient Registration

SAC Health • San Bernardino, CA

14d • $27 - $35 • Onsite

About The Position

Under the direction of the Manager, Patient Access, the Supervisor oversees Patient Services Representatives and provides general supervision and direction to Patient Registration staff in Outpatient Registration. The role helps ensure prompt patient service and oversees patient flow, check-in, records availability, insurance verification, financial qualifications for discount programs, and resolution of patient issues. The Supervisor also assists with the day-to-day operation of the Front Business Office and plans, organizes, and delivers training for new and established employees while keeping current with policies and procedures.

The position is based at the SBC Clinic in San Bernardino, California. The schedule is five days per week, eight hours per day: Monday through Thursday, 8:00 a.m.–5:00 p.m. with a one-hour break, and Friday, 8:00 a.m.–4:30 p.m. with a 30-minute break. Travel to other SAC Health clinics may be necessary.

SAC Health describes its work as culturally responsive, exceptional, patient-centered, whole-person care delivered through a team-based approach. It is a Federally Qualified Health Center with 11 locations and 44 specialties, and participates in NHSC and NCLRP loan forgiveness programs.

Requirements

• High school diploma or equivalent.
• At least 2 years of healthcare experience in patient access or a call-center environment in a lead role.
• Obtain EPIC certification for the module assigned to the position.
• Valid California driver's license and auto insurance; reliable vehicle required for travel to other clinics.
• Advanced telephone skills and computer competency.
• Ability to calculate figures and amounts, including discounts and percentages.
• Exceptional grammar skills.
• Intermediate experience with Microsoft Word, Excel, and PowerPoint.
• Strong, flexible work ethic and high attendance standards.
• Ability to set priorities and procedures for accomplishing work assignments.
• Ability to accept constructive criticism and offer feedback.
• Commitment to service excellence, professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
• Must be legally authorized to work in the United States on a full-time basis and must not now or in the future require employment visa sponsorship.

Nice To Haves

• Associate degree in Business Administration or Health Administration.
• Community clinic experience.
• Patient service or healthcare certifications, including Certified Patient Service Associate (CPSA), Certified Medical Office Assistant (CMAA), Certified Healthcare Access Associate (CHAA), Certified Professional in Healthcare Quality (CPHQ), or National Healthcareer Association Clinical Medical Assistant Certification Exam (NHA-CCMA).

Responsibilities

• Supervise daily operations of the Patient Service Representative team, including monitoring and editing time and attendance and administering counseling or discipline measures.
• Train new and existing PSR team members on workflow processes, system information, and system navigation.
• Mentor and lead team members toward department goals.
• Greet staff and patients by phone, in person, and through electronic communication according to SAC Health standards.
• Communicate positively and follow department guidelines and call standards.
• Assist with candidate interviews and new-hire onboarding.
• Identify learning and growth opportunities for team members to improve knowledge, competence, and performance.
• Receive, handle, and document escalations; manage challenging or sensitive customer scenarios and escalate when necessary.
• Determine appropriate programs or payer sources for patients based on criteria including services needed, age, and income.
• Interview patients requesting sliding-fee discounts, collect family-size and income information, and determine discounts using federal poverty guidelines and SAC Health's sliding-fee schedule.
• Schedule, cancel, and edit appointments for assigned departments, and verify insurance eligibility with payer sources when scheduling.
• Monitor team members' schedule adherence and work quality.
• Organize a safety plan with Patient Access staff and coordinate with facility leadership.
• Maintain knowledge of FQHC requirements, Uniform Data System information-gathering expectations, and Federal Poverty Level guidelines.
• Travel to other SAC Health clinics as necessary.
• Perform other duties listed in the official job description.

Benefits

• Industry-leading PTO accrual, accrued per pay period.
• Sick leave.
• Paid holidays.
• Paid jury duty and bereavement leave.
• SAC Health covers approximately 85% of team member health premium costs, depending on benefit plan selection.
• Retirement plan with up to 8% employer contribution.
• Continuing education and learning benefits.
• Annual mission trip.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED