Patient Access Supervisor (51665)

POSITION SUMMARY
The Patient Access Supervisor plays a vital role in supporting the Patient Access Manger by overseeing the daily operations of the Patient Access Department, including Upfront Registration, Emergency Department Registration, Urgent Care Registration, Centralized Scheduling, Rehabilitation Services, Surgical/Infusion/Wound Care Registration, and Outlying Clinic Registration. This position provides direct leadership to staff while ensuring efficient patient access workflows, exceptional customer service, regulatory compliance, and accurate registration practices. In addition to supervising daily operations, the Patient Access Supervisor is responsible for supporting key functions throughout the revenue cycle process by monitoring registration quality, insurance verification, authorization and referral workflows, denial management, point-of-service collections, and reimbursement initiatives. This role collaborates with clinical departments, billing teams, and third-party payers to identify and resolve barriers that may impact claim reimbursement, improve revenue cycle performance, and enhance the overall patient financial experience. Duties of the Patient Access Supervisor include, but are not limited to, the core functions outlined.

CORE FUNCTIONS
1. Assist the Patient Access Manager in planning, directing, and supervising the daily operations of the Patient Access Department while providing leadership, guidance, and support to staff.

2. Oversee the daily operations of Upfront Registration, Emergency Department Registration, Centralized Scheduling, Rehabilitation Services, Surgical/Infusion/Wound Care Registration, and Outlying Clinic Registration to ensure efficient workflows, exceptional customer service, and regulatory compliance.

3. Supervise, coach, mentor, and develop staff through performance evaluations, ongoing feedback, education, corrective action, and recognition to promote employee engagement and accountability.

4. Participate in recruitment, interviewing, hiring, onboarding, orientation, and training new employees while supporting employee retention and professional development.

5. Monitor departmental productivity, quality assurance, registration accuracy, and key performance indicators (KPIs), implementing workflow improvements and corrective action plans as needed.

6. Support front-end revenue cycle operations by ensuring accurate patient registration, insurance verification, benefit validation, authorization and referral management, point-of-service collections, and denial prevention to maximize reimbursement.

7. Review registration-related denials and reimbursement trends, identify root causes, provide staff coaching, and collaborate with Revenue Cycle, clinical departments, and third-party payers to improve claim outcomes and reduce preventable denials.

8. Assist with payroll administration by approving timecards, managing staff schedules, reviewing attendance, approving paid time off requests, and maintaining appropriate staffing levels while minimizing overtime.

9. Serve as the departmental leader in the absence of the Patient Access Manager and participate in an on-call rotation to provide operational support outside of normal business hours.

10. Participate in the department's mandatory on-call rotation and remain available to respond to staffing needs, operational issues, and Patient Access emergencies outside of normal business hours.

11. Resolve patient, provider, and staff concerns professionally while fostering teamwork, effective communication, and a positive patient experience.

12. Ensure compliance with federal and state regulations, HIPAA, EMTALA, CMS requirements, organizational policies, and Patient Access best practices.

13. Participate in departmental meetings, quality improvement initiatives, mandatory education, competency assessments, and other duties or special projects as assigned.