Supervisor Emergency Department Patient Access

Full-time, 40 hours/week

Monday-Friday 8a-4:30p (may vary depending on departmental needs)

Onsite

Summary:

The Supervisor, Emergency Department Patient Access is responsible for the day-to-day leadership, operations, and performance of the Emergency Department Registration teams at Akron Children's Hospital's Akron Campus and the Rocky River Emergency Department. This position requires regular travel between both locations to ensure operational consistency, staff engagement, quality outcomes, and adherence to organizational standards.

The Supervisor oversees all aspects of Emergency Department Patient Access operations, including staff leadership, registration accuracy, insurance verification, workflow management, regulatory compliance, customer service, and Epic registration processes. This role partners closely with Emergency Department leadership and the Director of Patient Access to support patient throughput, optimize registration workflows, improve operational performance, and ensure an exceptional patient and family experience.

Responsibilities:

• Direct day-to-day Emergency Department Registration operations at the Akron Campus and Rocky River Emergency Department, ensuring efficient, patient-centered service and consistent workflow, policy, and service expectations across sites.
• Travel routinely between both campuses to provide leadership presence, operational oversight, staff coaching, and alignment of registration practices and service standards.
• Supervise, coach, mentor, and evaluate assigned Patient Access staff while fostering accountability, teamwork, professional growth, and a culture of service excellence.
• Collaborate with the Director of Patient Access on departmental policies, operational initiatives, staffing strategies, quality improvement efforts, and performance monitoring.
• Manage staffing, scheduling, attendance, productivity, workflow distribution, and departmental performance to ensure appropriate coverage and efficient operations across both Emergency Departments.
• Coordinate onboarding, orientation, continuing education, workflow updates, and competency validation with Patient Access Trainers to maintain staff proficiency and compliance with organizational standards.
• Oversee Epic registration work queues, registration edits, reporting tools, departmental schedules, and electronic registration processes to maintain data integrity and operational efficiency.
• Ensure compliance with EMTALA, HIPAA, Joint Commission standards, CMS regulations, payer requirements, hospital policies, and all applicable regulatory requirements governing Emergency Department registration.
• Monitor registration quality, including accurate patient identification, demographic collection, insurance verification, consent completion, financial clearance, and documentation standards.
• Collaborate with Emergency Department physicians, nursing leadership, Revenue Cycle, Financial Counseling, Information Technology, ancillary departments, and operational leaders to improve patient throughput and resolve operational issues.
• Monitor key performance indicators, quality metrics, customer service outcomes, registration accuracy, productivity, and employee performance; implement corrective action and process improvements as needed.
• Provide peer supervisory coverage, support after-hours or holiday operations as needed, participate in departmental and organizational initiatives, and perform other duties as assigned.

Other information:

Technical Expertise

• Supervisory experience in Patient Access, Emergency Department Registration, or a comparable hospital-based healthcare environment is required.
• Thorough knowledge of Emergency Department registration workflows, insurance verification, revenue cycle processes, payer requirements, and regulatory compliance.
• Advanced knowledge of Epic registration applications, work queues, reporting tools, and registration workflows.
• Ability to lead and support teams across multiple campuses while maintaining operational consistency.
• Strong leadership, communication, conflict resolution, organizational, analytical, and decision-making skills.
• Ability to work independently and effectively in a fast-paced, high-volume healthcare environment.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.

Education and Experience

• Education: High school diploma or equivalent required. Bachelor's degree in healthcare administration, Business Administration, or a related field preferred.
• Licensure: None
• Certification: None
• Years of relevant experience: Minimum of five (5) years of progressively responsible Patient Access or healthcare registration experience required.
• Years of supervisory experience: Minium three (3) years of supervisory experience required; supervisory experience may be waived for candidates with ten (10) years of progressive Patient Access leadership experience.

Full Time

FTE: 1.000000

Status: Onsite