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.

About the role

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 successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods, 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 and be readily available to provide team members with the tools and training needed to meet established service goals.

The supervisor will act as a single point of contact for initial communication with interdependent functions regarding the Call Center within Patient Access, 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.

Responsibilities

• Supervise a team of Patient Access Representatives to ensure all administrative and technical functions of the Patient Access Center are 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, including:
  • Assisting patients with identifying a provider and scheduling appointments appropriate to the care needed.
  • Offering prompt assistance to patients for a variety of services, including 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 providers.
• 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 a 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 and update policies and procedures for the department; apprise staff of changes.
• Communicate and operationalize vision; encourage a cooperative and customer-focused employee culture.
• Audit performance and provide education to frontline team members to maintain or exceed accuracy standards; communicate these efforts to quality and training teams.
• 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.
• Provide 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 a deep sense of accountability to the 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 developmental feedback and accountability related to practices including, but not limited to, equity.

Requirements

• 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.

Preferred Qualifications

• Bachelor’s degree strongly preferred in Health Care Administration or 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.
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions.
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn.
• Strong sense of accountability to equitable practices.
• Understanding of the impact of identity dynamics on organizational culture.
• Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards.

Pay

$25 - $38 an hour. CHN believes in fair and equitable pay. Actual salaries may vary within the range based on factors including, but not limited to, education, training, experience, professional achievement, and business need. Placement higher in the range is typically reserved for candidates with extensive, directly related experience and a demonstrated record of exceptional expertise.

Benefits

• Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire.
• Flexible Spending Accounts and Health Savings Account.
• Short-Term Disability and Basic Life & AD&D Insurance provided by CHN.
• Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost.
• Employee Assistance Program.
• Retirement Plan, 3% employer match after one year of service.
• Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays.