Supervisor, Patient Access – CAT

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

📋 Description

• Supervise the Patient Access team across one or more clinics

• Ensure that patients, families, caregivers, and referrals receive a warm welcome and exceptional support through outstanding customer service

• Assist clinicians while monitoring documentation, patient outcomes, and Net Promoter Scores (NPS)

• Uphold compliance and adherence to established workflow processes

• Manage daily documentation and ensure compliance with internal controls and HIPAA Privacy Regulations

• Evaluate clinical documentation to satisfy payer requirements

• Relay payer updates, issues, or potential concerns to the Area Manager of Patient Access

• Support standardized Work In Progress (WIP) management processes

• Build, lead, and maintain a high-performing administrative team

• Collaborate with Talent Acquisition to recruit qualified Patient Access Coordinators for staffing needs

• Train, coach, and develop team members; provide regular performance feedback and conduct annual reviews

• Cultivate a positive work environment that enhances employee satisfaction and improves patient experience

• Promote effective utilization of front office systems and technology, including new tools to optimize work processes

• Oversee and enforce consolidated workflows, reporting any issues to the Area Manager of Patient Access

• Ensure that Patient Access Coordinators provide exceptional patient experiences

• Travel to designated clinics up to 80% of the time

• Supervise and assess quality assurance programs

• Guarantee accurate collection and transmission of patient outcomes data to the outcomes team

• Explain the significance of patient outcomes to patients

• Monitor weekly, monthly, and annual NPS reports and align workflows with the empathy strategy

• Manage the resolution of NPS detractors and positive outcomes

• Analyze negative NPS resolutions, identify trends, and create and implement action plans

• Involve administrative staff in sharing patient feedback and formulating action plans

• Provide administrative support or coverage for Patient Access Coordinators during their absences, either onsite or remotely

• Manage special projects assigned by the Area Manager of Patient Access

• Participate in inventory processes as needed

⛳️ Requirements

• High school diploma or GED

• Minimum of 2 years of experience in hiring, supervising, training, and coaching others

• At least 2 years of administrative and/or customer/patient service experience

• Must possess, or be eligible for, a valid driver’s license and a driving record that meets the standards set forth in Hanger’s Motor Vehicle Safety Policy and Procedures

• An associate degree in healthcare management or a related field is preferred

• Supervisory or managerial experience in a multi-site setting is preferred

• Excellent customer service skills

• Strong verbal and written communication abilities

• Strong interpersonal skills and a highly collaborative approach

• Knowledge of patient care management

• Proficiency in selecting, managing, coaching, and developing staff

• Proven track record of addressing customer/patient/employee concerns

• Proficient in Windows-based office technologies (e.g., Word, Excel)

• Act with integrity at all times, remaining honest, transparent, and respectful in all interactions

• Keep the patient at the center of all activities, fostering lifelong trust

• Encourage open collaboration and constructive dialogue with colleagues

• Continuously innovate new solutions, adapting and responding to change

• Aim for superior outcomes and optimize work processes for exceptional results

🏝️ Benefits

• Competitive Compensation Packages

• 8 Paid National Holidays & 4 additional Floating Holidays

• PTO that encompasses Vacation and Sick time

• Medical, Dental, and Vision Benefits

• 401k Savings and Retirement Plan

• Paid Parental Bonding Leave for New Parents

• Flexible Work Schedules and Part-time Opportunities

• Generous Employee Referral Bonus Program

• Mentorship Programs for both Mentor and Mentee

• Student Loan Repayment Assistance based on location

• Relocation Assistance

• Opportunities for Regional & National travel as Chief Patient Officer/Chief Operations Officer/Chief of Staff

• Volunteering opportunities for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest