Patient Access Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct patient registration, verify insurance, schedule appointments, obtain prior authorizations, and perform front desk tasks as necessary.

• Provide coverage for team members during high volume periods, absences, or when gaps in coverage arise.

• Address and resolve escalated issues related to patient access, insurance, authorizations, and scheduling.

• Act as the operational authority on patient access workflows, payer requirements, and the expectations of clients and facilities.

• Enhance access workflows and ensure the accurate processing of patient accounts.

• Directly oversee Patient Access Concierges and Team Leads across two hospital locations.

• Offer mentoring, training, coaching, and performance evaluations.

• Collaborate with leadership and Human Resources regarding performance issues and corrective actions.

• Assign daily tasks and supervise time off, timekeeping, and adherence to schedules.

• Manage daily operations of patient access, including work queues, productivity, quality, and service metrics.

• Coordinate with medical staff, facility leaders, provider offices, clients, and other personnel.

• Update team members on processes, client information, payer changes, and departmental news.

• Highlight operational risks and resource requirements, providing recommended solutions.

• Engage in strategic planning activities.

• Prepare daily and monthly reports on productivity, quality, service, performance, and metrics.

• Utilize data analytics to evaluate care episodes and team performance, identify trends, and implement improvements.

• Lead or assist initiatives aimed at enhancing quality, efficiency, and the patient experience.

• Ensure compliance with policies, procedures, work rules, HIPAA regulations, No Surprises Act requirements, client specifications, payer guidelines, and organizational policies.

• Aid in the development and maintenance of standard operating procedures and provide staff training.

• Ensure documentation is complete, accurate, and submitted in a timely manner.

• Achieve or surpass productivity, quality, attendance, and service standards.

• Deliver exceptional customer service while demonstrating professionalism, accountability, and sound judgment.

• Start and complete projects and special requests with minimal oversight.

• Adapt to shifting operational priorities, client requirements, payer demands, and healthcare regulations.

• Perform additional duties as assigned.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• A minimum of 4 years’ experience in Healthcare Patient Access, Insurance Verification, Authorization, No Surprises Act, Scheduling, or Revenue Cycle Management is required.

• At least 1 year of leadership experience in a facility setting is essential.

• Previous experience working in a contact center and leading a contact center team is necessary.

• Proven ability to manage staff dealing with a high volume of customer inquiries.

• Advanced understanding of patient registration, insurance verification, prior authorizations, appointment scheduling, and related operational processes.

• Strong grasp of commercial insurance, Medicare, Medicaid, managed care plans, and payer authorization requirements.

• Familiarity with electronic medical record (EMR) systems like Epic or Cerner is preferred.

• Experience in utilizing data analytics to evaluate episodes of care and team performance.

• Excellent verbal and written communication skills, along with strong customer service and conflict resolution capabilities.

• Strong analytical and problem-solving skills.

• Proficiency in Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) and familiarity with web-based systems and healthcare applications is required.

• Ability to collaborate effectively and work well with others.

• Capacity to initiate and follow through on projects, prioritize competing responsibilities, and work independently with minimal supervision.

• Strong attention to detail and accuracy is essential.

• Ability to meet operational demands and special requests in a fast-paced remote environment.

• Reliable high-speed internet connection is required.

• A private, quiet, and focused workspace that ensures patient confidentiality is necessary.

• Availability outside of scheduled hours may be occasionally required based on business needs.

🏝️ Benefits

• Employer-sponsored Medical, Dental & Vision coverage.

• HSA Employer Contributions.

• Employer-paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans.

• Flexible Time Off Plan.

• Paid Holidays.

• Employee Referral Bonus.

• Remote work arrangement.

• Reliable high-speed internet and a private, quiet, and focused workspace.