Supervisor ED Patient Access (2026-0700)

About the role

The Supervisor, ED Patient Access ensures the department meets patient and organizational expectations for access to care. This position supervises day-to-day access operations and staff responsible for ED registrations and patient intake processes, ensuring adherence to standardized procedures for accurate data collection, a positive patient experience, and effective coordination between clinical and Revenue Cycle teams.

The role involves evaluating and maintaining ED staff schedules to accommodate patient flow volumes, identifying quality and workflow improvement opportunities, providing orientation and training for new staff, and developing educational programs to support staff skill development. The Supervisor acts as a collaborator and subject matter expert, working professionally with all departments while maintaining a culturally sensitive and equitable approach.

Responsibilities

• Oversee and supervise registration processes to ensure accurate collection of patient information, maximizing reimbursement and eliminating billing/payment delays.
• Maintain confidentiality of all protected health information.
• Update and maintain staff procedure manuals, desk references, training programs, and quality assurance initiatives.
• Manage Kronos payroll timekeeping processes and departmental scheduling using KPIs and data to align staffing with target units of service.
• Communicate, report, and provide feedback on KPIs to staff and management.
• Establish and monitor performance standards to ensure staff meets departmental and organizational goals, identifying training needs.
• Coordinate and provide training and orientation for new staff.
• Participate in the hiring process, including interviews and candidate feedback.
• Train staff on root cause denial issues to prevent denials, increase upfront cash collections, and ensure correct reimbursement.
• Evaluate staff productivity and performance, reporting to the Manager for follow-up and potential performance improvement plans.
• Audit and provide feedback to registration staff regarding Quality Improvement measures.
• Develop and recommend systems and processes to enhance efficient Revenue Cycle operations.
• Collaborate with clinical and other departmental staff to research and resolve customer complaints.
• Manage Worker’s Compensation application processing, ensuring timely completion of accident forms and L&I requirements.
• Monitor and maintain work queue activity to ensure timely and accurate resolution.
• Oversee staff work queue activity to ensure tasks are completed promptly and accurately.
• Maintain effective relationships with Emergency Department clinical staff, Financial Access, Patient Financial Services, HIM, Patient Access, IT, and other hospital departments.
• Act as a resource for system, workflow, and process improvements between departments.
• Assist the Manager with annual staff evaluations by providing performance feedback.
• Provide coverage for team members during staff shortages or volume surges until stabilized.
• Assist with cash drawer reconciliation and daily deposits as needed.
• Identify and suggest process or quality improvement opportunities.
• Participate in departmental quality improvement initiatives and staff meetings.
• Order supplies as necessary.
• Attend internal and external leadership and education meetings.
• Ensure staff completes required education modules.
• Demonstrate cost containment awareness for the department.
• Monitor and report productivity and quality dashboards for registration, estimate creation, and point-of-service collections.
• Uphold Valley Medical Center’s Mission, Vision, and Values, including quality performance, compassion, respect, teamwork, community-centered awareness, and innovation.
• Perform additional projects and duties as assigned.

Requirements

• High School diploma or GED (required). Associate’s degree or Bachelor’s degree (preferred).
• Minimum one (1) year of experience as an Emergency Department lead or supervisor.
• Minimum two (2) years of EPIC experience in Patient Financial Services or Patient Access (required).
• Minimum three (3) years of experience overseeing Patient Access and Revenue Cycle processes in a complex billing environment, including supervisory experience (preferred).
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Visio, Outlook) and hospital/clinical/financial systems.
• EPIC subject matter expert in ADT/Prelude and Cadence (required).
• Knowledge of government and commercial health insurance programs, including Washington State health insurance companies (preferred).
• Understanding of State and Federal regulations such as EMTALA, HIPAA, and billing requirements.
• Excellent telephone, oral, and written communication skills in English.
• Proven analytical skills and problem-solving techniques.
• Ability to set priorities, produce accurate work, and process tasks in a timely manner.
• Knowledge of insurance verification, cash posting, and credit balance resolution.
• Adaptability and flexibility to function in a setting with frequent interruptions and change.
• Attention to detail and strong organizational skills.
• Experience in Patient Access revenue cycle management (e.g., payer plans, eligibility requirements, denial prevention).
• Ability to interact professionally with physicians, support staff, and the public.
• Decisive judgment under pressure, with discretion and independent action within prescribed limits.
• “Hands-on” knowledge of ED Patient Access functions, including registration, insurance carriers, customer service, and upfront cash collections.
• Proven leadership ability, including task prioritization and motivating team members.
• Capacity to manage stressful, fast-paced, and unpredictable environments.
• Ability to work independently with minimal direction and take initiative in problem-solving.
• Professional appearance and demeanor.

Schedule

Full-time, 1.0 FTE (40 hours per week).

• Evening shift: 5:00 PM – 1:30 AM.
• Day shift: 4:30 AM – 1:00 PM.
• On-call availability outside core business hours (24/7), shared with other Patient Access leaders (approximately once every 4 weeks).
• Expected to be on campus at the hospital at least 3 days per week, Monday through Friday during business hours.

Pay

Salary range: $29.99 – $43.48 per hour (DOE).