Supervisor, Revenue Cycle Access - Emergency Department

University Hospitals•Cleveland, OH

2d•Onsite

About The Position

The Supervisor, Revenue Cycle Access leads Emergency Department Patient Access operations at UH Cleveland Medical Center, a Level I Trauma Center. The role oversees the 5:00 PM to 5:00 AM team seven days a week within a 24/7 department, while balancing staff management, interviews, meetings, and other leadership responsibilities. The supervisor must be available for concerns, questions, and urgent escalations, which may include mass casualty events or high-profile incidents. The supervisor leads a team responsible for patient registration, insurance verification, authorizations, financial counseling, and revenue cycle operations in a fast-paced Emergency Department. The role supports patients, families, staff, physicians, and clinical teams, with responsibility for patient experience, regulatory compliance, revenue integrity, and operational performance. The position also oversees staff development and contributes to system enhancements and process improvements. The position requires high school equivalent/GED education and at least three years of progressive healthcare revenue cycle operations experience. A bachelor's degree and two years of lead experience involving staff training, workflow evaluation, and staff engagement are preferred. The role requires dependability in a 24/7/365 department, willingness to travel to other enterprise sites, and possible overtime. Travel is listed as 10%25.

Requirements

High school equivalent or GED.
At least 3 years of progressive experience in healthcare revenue cycle operations.
Experience utilizing multiple complex software solutions.
Up-to-date knowledge of and ability to use applicable hospital systems.
Understanding of compliant front-end processes, including regulatory and payer requirements.
Dependability to work in a 24/7/365 department.
Willingness to travel to other sites and locations throughout the enterprise, including possible overtime.
Strong client service, communication, and relationship-building skills.
Ability to perform in a fast-paced, stressful environment such as the Emergency Department.
Ability to work independently and as a team member in a fast-paced environment.
Strong written and verbal communication skills.
Professional demeanor.
Detail-oriented and organized, with analytical and problem-solving ability.
Ability to use PCs, Microsoft Office suite, and general office equipment such as printers, copy machines, multi-line phones, and fax machines.

Nice To Haves

Bachelor's degree.
At least 2 years of lead experience, including training, evaluating workflow, and engaging staff members.

Responsibilities

Supervise daily registration, pre-registration, insurance verification, authorization, patient estimate, and point-of-service collection activities.
Lead and support frontline teams in providing customer service to patients and families in urgent and stressful situations.
Ensure accurate and timely patient identification, demographic collection, insurance verification, and documentation.
Monitor and improve registration quality, productivity, and performance metrics across assigned areas.
Partner with Emergency Department clinical teams, physicians, case management, finance, and revenue cycle leaders to support patient access and financial clearance.
Drive denial prevention through eligibility verification, authorization management, and medical necessity review.
Oversee patient financial counseling, including estimates, payment options, and payment plan discussions.
Use reporting tools, dashboards, and work queues to identify trends, resolve issues, and improve workflow efficiency.
Lead process improvement initiatives to enhance patient access, operational performance, and patient experience.
Ensure compliance with federal, state, payer, and organizational policies and regulations.
Serve as a subject matter expert in eligibility, authorizations, registration quality, and revenue cycle best practices.
Manage staffing, scheduling, payroll approvals, and departmental workflow to ensure coverage in a 24/7 Emergency Department.
Foster accountability, teamwork, engagement, and continuous improvement.
Participate in audits, regulatory reviews, and organizational initiatives affecting Patient Access operations.
Coach, mentor, and develop Patient Access staff.
Hire, onboard, train, and evaluate team members.
Conduct performance reviews and provide ongoing feedback and recognition.
Ensure team members have the tools, resources, and education needed to meet departmental goals.
Monitor compliance with required training, certifications, and organizational standards.
Support employee engagement initiatives and foster a positive, collaborative work environment.
Maintain staff readiness for emergency management procedures, patient tracking, and safety protocols.
Collaborate with IT teams, vendors, and operational leaders on system enhancements and process improvements.
Participate in system testing, upgrades, workflow redesign, and implementation activities.
Identify opportunities to use technology to improve efficiency, accuracy, and patient experience.
Train staff on new processes, tools, and system enhancements.
Perform other duties as assigned.
Adhere to University Hospitals policies, procedures, and compliance standards.
Maintain patient confidentiality and security of Protected Health Information (PHI).
Support organizational goals and departmental initiatives that promote excellence in patient care and service.