Ambulatory Patient Access Supervisor

GENERAL SUMMARY:

Assists in the leadership and oversight of Patient Access operations, including registration, scheduling, financial counseling, switchboard functions (as applicable), and other patient access activities. Supports daily operations, staff development, customer service excellence, regulatory compliance, workflow standardization, and performance improvement initiatives. Collaborates with clinical, and revenue cycle leaders to ensure accurate patient access processes, optimal resource utilization, operational efficiency, and an exceptional patient experience. Promotes a collaborative, respectful work environment and supports organizational goals through effective leadership and continuous improvement.

PRINCIPAL JOB FUNCTIONS:

• 1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
• 2. Assists in overseeing and managing day-to-day Patient Access operations including registration, scheduling, reception, financial counseling/financial clearance, switchboard functions (where assigned), and other assigned patient access activities.
• 3. Provides day-to-day leadership and operational support to Patient Access staff by assisting front line staff as needed with tasks, serving as a resource, coordinating schedules, workload assignments, cross-training activities, workflow coverage plans, and role-specific responsibilities, including Medical Office Coordinator (MOC) functions where applicable.
• 4. Participates in the recruitment, onboarding, training, coaching, mentoring, retention, competency assessment, performance evaluation, and professional development of Patient Access staff while fostering employee engagement, accountability, teamwork, and recognition.
• 5. Collaborates with clinical departments, revenue cycle leaders, Information Technology, Health Information Management, ancillary departments, and other stakeholders to support efficient patient access operations, workflow optimization, and system functionality
• 6. Ensures Patient Access staff consistently deliver excellent customer service and promptly investigates and resolves patient, provider, staff, and customer concerns.
• 7. Establishes, monitors, standardizes, and continuously improves Patient Access workflows and processes to identify errors, promote compliance with organizational standards, implement best practices, and improve operational efficiency and service excellence.
• 8. Ensures provider schedules, templates, and appointment resources are current and accurately maintained in accordance with organizational standards.
• 9. Performs internal quality reviews related to patient registration and monitors productivity, staffing resources, operational expenses, budget performance, and key performance indicators through data collection, analysis, reporting, and trend identification to support operational decision-making.
• 10. Participates in performance improvement initiatives and supports organizational efforts to enhance patient access operations and the patient experience.
• 11. Ensures compliance with federal, state, regulatory, accreditation, and organizational requirements, including HIPAA, Medicare, OSHA, Corporate Compliance, and Advanced Healthcare Directives.
• 12. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
• 13. Participates in meetings, committees and department projects as assigned.
• 14. Performs other related projects and duties as assigned.

EDUCATION AND EXPERIENCE:

Associate's degree or in lieu of degree, a minimum of five (5) years of equivalent Business, Healthcare or Academia experience required. Minimum of two (2) years of experience in healthcare patient access experience required, including registration, admissions, scheduling, or patient financial services. Previous leadership, supervisory, lead, or team coordinator experience preferred.