Patient Access Supervisor

The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States. CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization. The Patient Access Supervisor is responsible for daily operations and specific administrative functions within the Clinical Health Network for Transformation (CHN) Call Center team in Patient Access. This includes the responsibility for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center, day-to-day support of staff, working messages to/from health centers, and managing incoming and outgoing phone calls. The supervisor will assist with frontline service delivery. The supervisor will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the supervisor will act as a single point of contact for initial communication with interdependent functions regarding the Call Center within Patient Access. As such, they are responsible for facilitating bidirectional communication between frontline staff, other Patient Access Center functions, and leadership. As a leader, the supervisor encourages a patient focused, cost-effective, and high-quality environment for all front-line interactions. The Patient Access Supervisor reports directly to the Patient Access Manager.

Essential Functions

• • Supervise a team of Patient Access Representatives to ensure all administrative and technical functions of the Patient Access Center are being handled efficiently and effectively

  • Serve as the knowledge expert and information resource for team members

  • Maintain competence and use critical thinking skills to promptly resolve patient inquiries that include:

• • Assisting patients with identifying a provider and scheduling appointments appropriate to the care needed
  • Offering prompt assistance to patients for a variety of services that are not limited to

• Reproductive health care and abortion services

• Providing price estimates for scheduled and unscheduled services

• Screening for financial assistance programs

• Booking, canceling, and rescheduling appointments

• Addressing patient escalations and effectively seeing them through to resolution

• Relaying patient communications to provider

• Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospective

• Reach service goals through targeted approach; report performance weaknesses; record data, evaluate performance, and assess opportunities for improvement

• Maintain strong communication and working relationships with patients, staff, and clinical teams

• Recommend policies and procedures for the department. Update current policy and procedure manuals as required. Apprise staff of changes.

• Monitor and report key metrics

• Communicate and operationalize vision; encourage cooperative and customer-focused employee culture

• Audit performance and provide education to frontline team members to maintain or exceed accuracy standards and communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts

• Work collaboratively with affiliates on issues related to appointment scheduling

• Represent the department in meetings and on committees for root cause analysis related to scheduling issues

• Work with managers to provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals

• Provides training to Patient Access Representatives, as needed

• Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community

• Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems

• Work and build trust across cultural differences

• Manage and mentor a culturally diverse team, including creating and sustaining an organizational culture that fosters inclusiveness and equity

• Provide positive and development feedback and accountability related to practices including, but not limited to, equity

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.

Qualifications and Experience (Required)

• • Associate degree and/or higher-level education, completed coursework in business or health services administration, or equivalent experience

  • Two years or more experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office

  • Prior supervisory or Team Lead experience

  • Customer focus and adaptability to different personality types

  • Ability to multi-task, set priorities, and manage time effectively

  • English language proficiency

  • Demonstrated dedication to Planned Parenthood’s mission, vision, and values

Qualifications and Experience (Preferred )

• • Bachelor’s degree strongly preferred in Health Care Administration, or in a related field

  • 2+ years of relevant experience at the leadership level

  • Experience with EPIC EMR/EHR

  • Working-level secondary language proficiency

Key Requirements

• Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society