Patient Access Supervisor

Shriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we provide excellence in patient care, embrace multi-disciplinary education, and research with global impact. We foster a learning environment that values evidence-based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for children and their families. With 20+ hospitals, outpatient clinics, ambulatory care centers, and outreach locations across the globe, we provide excellent care to children up to age 18 regardless of their family’s ability to pay or insurance status.

About the role

The Patient Access Supervisor directly manages the day-to-day patient access and scheduling operations for the Contact Center at their assigned site. This role provides direct supervision to Patient Access Representatives and is accountable for performance across key quantitative and qualitative measures, including quality assurance, patient experience, call volumes, average speed to answer, and related service metrics. This position is on-site in Spokane.

Responsibilities

• Oversee daily patient access and scheduling operations for the assigned site Contact Center.
• Manage real-time workflows, staffing coverage, call volumes, and service levels to ensure patient and operational needs are met.
• Provide hands-on operational support during high-volume periods, staffing shortages, or urgent workflow needs as appropriate.
• Ensure accurate and timely scheduling, registration, and pre-registration activities in compliance with established policies and procedures.
• Manage performance and accuracy of scheduling across site scheduling in other facilities in their Market.
• Monitor, analyze, and report on key performance indicators (KPIs), including call volume, handle time, average speed to answer, quality assurance scores, and patient experience metrics.
• Maintain and review quality assurance data and performance dashboards related to scheduling and registration functions.
• Identify performance gaps, operational risks, and improvement opportunities; implement corrective actions and process enhancements in collaboration with leadership.
• Utilize data-driven insights to recommend operational improvements that support service excellence and efficiency.
• Directly supervise Contact Center staff, providing day-to-day guidance, coaching, and performance feedback.
• Foster a culture of accountability, teamwork, and service excellence through clear expectations and consistent leadership practices.
• Support onboarding, training, and ongoing development to ensure staff competency and adherence to performance standards.
• Manage the performance evaluations, coaching discussions, corrective action, and employee relations activities for their Contact Center site.
• Partner with the Practice Manager and site leadership to ensure alignment between Contact Center operations and front-end clinic workflows.
• Collaborate with regional leaders and peer supervisors to support standardization, process improvement initiatives, and special projects.
• Contribute to continuous improvement efforts by identifying best practices and supporting change management initiatives.
• Track staff attendance, ensure accurate timekeeping for payroll processing, and approve Kronos each pay period for their direct reports.
• Maintain appropriate staffing levels to support operational demands, including coverage for absences and workload fluctuations.
• Oversee inventory needs and ensure supplies are available to support Contact Center operations.
• Provide front desk support as needed in coordination with the Practice Manager.

Requirements

• High School Diploma or equivalent (GED) required.
• 3 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to interpret operational and performance reports to drive decision-making.
• Working knowledge of patient access workflows, scheduling, registration, and pre-registration processes.
• Knowledge of HIPAA regulations and patient privacy requirements.
• Ability to manage schedules, staffing coverage, and timekeeping processes accurately.
• Strong leadership presence with the ability to motivate, coach, and develop teams.
• Effective communication skills, both written and verbal, with staff, patients, families, and providers.
• Demonstrated critical thinking and problem-solving abilities in a fast-paced environment.
• Ability to manage competing priorities and adapt to changing operational demands.
• High level of professionalism, integrity, and accountability.
• Collaborative mindset with the ability to work effectively across departments and leadership levels.

Preferred Qualifications

• Associates degree or higher in a relevant field of study.
• 1 year of supervisory, lead, or management experience in patient access, scheduling, registration, or customer service in a healthcare environment.
• Knowledge of Epic and Contact Center/call management software preferred.

Pay

The pay range for this position is $55,286.40 - $82,908.80. Compensation is determined based on years of relevant experience and departmental equity.