Supervisor Patient Access

Job Summary
The Supervisor of Patient Access is responsible for leading and coordinating assigned Patient Access functions to ensure the delivery of efficient, accurate, and patient-centered services. This role supports organizational goals related to patient satisfaction, regulatory compliance, revenue cycle performance, operational effectiveness, and service excellence. As a working supervisor, the position provides leadership, guidance, and operational support to staff while fostering a culture of accountability, collaboration, continuous improvement, and exceptional customer service. The Supervisor works closely with the Patient Access Manager and other organizational leaders to support departmental priorities, drive operational consistency, and align Patient Access services with organizational objectives. This position supports a department that operates twenty-four (24) hours per day, seven (7) days per week and requires flexibility to meet operational needs while ensuring effective leadership, communication, and oversight across areas of responsibility.

Leadership and Operations

• Provides direct supervision and operational oversight for assigned staff.
• Participates in employee selection, onboarding, development, performance management, and corrective action processes.
• Promotes accountability, teamwork, and service excellence.
• Functions as a working supervisor by balancing leadership responsibilities with direct participation in departmental operations.
• Maintains proficiency in Patient Access functions and provides operational support as needed.
• Maintains flexibility to support staffing, operational needs, and leadership coverage across all shifts, including evenings, nights, weekends, and holidays.
• Responds to staffing shortages, high-volume periods, operational disruptions, and other situations requiring leadership intervention.

Patient Access Operations

• Oversees Emergency Department Admitting, Central Admissions, and assigned Patient Access functions.
• Ensures accurate, timely, and compliant registration and admission processes, including adherence to applicable regulatory requirements.
• Collaborates with leaders and departments to support patient flow and operational effectiveness.

Revenue Cycle, Quality, and Performance Improvement

• Supports front-end revenue cycle processes, including demographic and insurance accuracy, financial clearance, authorization activities, and denial prevention efforts.
• Monitors quality, productivity, and key performance indicators; conducts audits; and implements process improvements to enhance operational performance and service delivery.

Additional Responsibilities

• May assume oversight of additional Patient Access functions and related services as assigned.

Required: High School Degree or GED equivalent. HFMA's Certified Revenue Cycle Representative Certification upon hire or to be obtained within 12 months of hire, or equivalents.

Preferred: Associates or Bachelors Degree. Proven knowledge of medical terminology, other relevant professional certifications.

Required: 3 to 5 years’ experience in Patient Financial Services management: pre-services, scheduling, patient access, health information management, patient accounting, case management, patient assistance, personnel management. Knowledge of budgeting cost estimating, and fiscal management principles and procedures.

Preferred: Knowledge and understanding of hospital and clinic business office and Patient Financial Services procedures, health information systems, and processes.

Ability to perform administrative and operational duties associated with Patient Access services in a healthcare environment. Ability to move throughout the facility and work at a computer workstation for extended periods.

Direct Reports: All assigned Patient Access staff

Reports to: Patient Access Manager

• Steps up to conflicts, seeing them as opportunities

• Negotiates tough agreements and settle disputes equitably

• Finds common ground and gains cooperation

• Uses logic and methods to solve problems with effective solutions

• Can see hidden problems

• Looks beyond the obvious and doesn't stop at the first answers

• Is committed to continuous improvement through empowerment and management by data

• Creates a learning environment leading to the most efficient and effective work processes

• Allocates resources necessary to reach goals

• Creates strong morale and spirit within the team; creates a feeling of belonging

• Defines success in terms of the whole team

• Establishes clear directions

• Sets "ambitious" but realistic goals

• Distributes the workload appropriately

• Take a broad perspective to understanding how things work

• Able to see the connections, interdependencies, and relationships between departments, strategy, people, and processes