Patient Access Supervisor

Job Summary

The Patient Access Supervisor, under the direction of the Operations Manager, assists with the day-to-day operational oversight, performance management, and workflow optimization of the Patient Access team, including Order Input, Referrals, Authorizations, Scheduling and Confirmations.

Essential Job Functions

• Tracking daily operations of order input, authorizations, scheduling and confirmation workflows to ensure timely and accurate processing.
• Maintains team productivity, work queues, and turnaround times to ensure service level expectations are met.
• Ensures Patient Access team is completing patient appointments, authorizations, and documentation are completed in accordance with physician guidelines and organizational policies.
• Collaborates with Operations Manager to coordinate workload distribution and staffing coverage to maintain operational efficiency across all sites.
• Provides input to Operations Manager regarding staff performance, addressing productivity or quality concerns, coaching, and real-time feedback to Patient Access staff.
• Monitors individual and team performance and assists in addressing productivity or quality concerns in a timely manner.
• Supports disciplinary actions and performance improvement plans in collaboration with Operations Manager.
• Leads team huddles, meetings, and ongoing communication to reinforce workflow expectations and performance standards.
• Fosters a culture of accountability, professionalism, teamwork, and exceptional customer service.
• Serves as the first point of escalation for Patient Access leads regarding complex order input, scheduling authorization/referral, and confirmation issues.
• Resolves workflow barriers, issues, and coordination challenges in a timely manner.
• Identifies and recommends processes to improve optimal operational workflow and efficiencies in Patient Access.
• Conducts quality reviews and audits to ensure accuracy of authorizations, scheduling, and documentation.
• Maintains compliance with regulatory requirements, internal policies, and payer guidelines.
• Oversees training of new hires and ongoing trainings within the department.
• Supports system implementations, upgrades, and workflow changes.
• Attends and participates in staff meetings, trainings, and assigned projects.
• Communicates effectively with internal departments, providers, and external partners as directed.
• Assists in identifying departmental needs, including staffing, tools, and resources.

Qualifications

• Minimum of (2) two years of demonstrated successful experience in managing a multi-disciplinary staff and non-exempt employees.
• Minimum of one (1) year of documented experience working with a frail or elderly population.
• High School Diploma or GED.
• Medical clearance for communicable diseases and all immunizations up-to-date before engaging in direct participant contact.

Experience

• Ability to access all areas of the center throughout the workday.
• Ability to lift a minimum of 35 pounds occasionally, 15 pounds frequently, and 7 pounds constantly; required to obtain assistance of another employee when attempting to lift or transfer objects over 50 pounds.
• Requires constant hand grasp and finger dexterity; frequent sitting, standing, walking and repetitive leg and arm movements, occasional bending, reaching forward and overhead; squatting and kneeling.
• Ability to communicate verbally with an excellent comprehension of the English language.

Travel

Travel to other Innovative Integrated Health locations on occasion is necessary for coverage needs and management oversight.