Patient Access Supervisor

Accountabilities:

• • Team leadership: Supervise and support Patient Access Representatives, managing daily priorities and ensuring administrative and technical functions are handled efficiently and effectively.
  • Patient support: Serve as a knowledgeable resource for team members and assist with complex patient inquiries, including provider selection, appointment scheduling, cancellations, rescheduling, service information, and financial assistance screening.
  • Escalation management: Address patient escalations promptly and guide issues through to resolution while maintaining a compassionate, patient-focused service experience.
  • Frontline operations: Support incoming and outgoing communications, coordinate messages with health centers and providers, and provide frontline assistance when needed.
  • Performance management: Monitor and report key service metrics such as call volumes, wait times, abandonment rates, productivity, accuracy, and other performance indicators.
  • Coaching and development: Work with managers to coach employees, identify performance gaps, provide constructive feedback, and ensure team members have the tools and training required to meet service standards.
  • Training and quality: Audit frontline performance, provide education, and collaborate with quality and training teams to strengthen onboarding and ongoing training programs.
  • Process improvement: Recommend and update policies, procedures, and departmental manuals, communicate changes to staff, and identify opportunities to improve scheduling and patient access processes.
  • Cross-functional collaboration: Maintain strong relationships with patients, staff, clinical teams, and affiliated organizations while representing the department in meetings and root-cause analysis initiatives.
  • Communication and coordination: Facilitate effective two-way communication between frontline representatives, Patient Access functions, leadership, and other interdependent teams.
  • Equity and inclusion: Promote equitable practices, build trust across cultural differences, and contribute to an inclusive workplace that recognizes the impact of structural and racial inequities on healthcare access.
  • Mission alignment: Maintain a strong commitment to health equity, community accountability, patient-centered service, and organizational service standards.

  Requirements:

  • Education: Associate degree or higher-level education, completed coursework in business or health services administration, or equivalent professional experience.
  • Healthcare experience: At least 2 years of experience in a healthcare contact center, patient access, pre-access, admissions, hospital business office, or physician practice environment.
  • Leadership experience: Previous supervisory or Team Lead experience, with the ability to coach, mentor, motivate, and hold team members accountable.
  • Patient service: Strong customer-service orientation and the ability to adapt communication and support approaches to different personalities and situations.
  • Operational skills: Ability to multitask, prioritize competing demands, manage time effectively, and remain composed in a high-volume environment.
  • Communication: Strong English-language proficiency and the ability to communicate clearly and directly with patients, employees, clinical teams, and leadership.
  • Performance management: Experience interpreting operational metrics, identifying performance weaknesses, and developing targeted approaches to improve productivity, accuracy, and service quality.
  • Equity mindset: Demonstrated commitment to advancing racial and social equity, with self-awareness, empathy, humility, and openness to feedback regarding identity and equitable practices.
  • Collaboration: Ability to build trust across cultural differences and work effectively with diverse teams and stakeholders.
  • Preferred education: Bachelor’s degree in Healthcare Administration or a related field is strongly preferred.
  • Preferred leadership experience: 2+ years of relevant experience at the leadership level is preferred.
  • Preferred technical experience: Familiarity with Epic EMR/EHR is an advantage.
  • Additional language skills: Working-level proficiency in a second language is preferred.

  Benefits:

  • Salary: $25–$38 per hour, with placement within the range based on factors such as education, training, experience, professional achievements, and business needs.
  • Medical, dental, and vision coverage for eligible full-time employees beginning on the date of hire.
  • Flexible Spending Accounts (FSA) and Health Savings Account (HSA).
  • Short-term disability and basic life and AD&D insurance provided by the employer.
  • Voluntary long-term disability and additional life and AD&D insurance options.
  • Employee Assistance Program (EAP).
  • Retirement plan with a 3% employer match after one year of service.
  • Accrual-based paid time off, Health Time Off (HTO), and 9 paid holidays.
  • Fully remote work environment within the United States.
  • Opportunity to contribute to patient access, healthcare equity, and inclusive service delivery.
  • Collaborative environment focused on professional development, accountability, and high-quality patient experiences.