Supervisor, Patient Access (69712)

About the Role

The Patient Access Supervisor supervises Patient Access Specialists under the direction of the Patient Access Manager. This position coordinates staff schedules, coaches individual staff members on performance and customer service excellence, and ensures productivity standards are met. The supervisor leads team development, facilitates training, and supports the health center’s quality improvement and productivity goals.

Character Core Traits

• Availability – Making my schedule and priorities secondary to the needs of those I serve.
• Dependability – Fulfilling what I consented to do, even if it means unexpected sacrifice.
• Initiative – Recognizing and doing what needs to be done before I am asked to do it.
• Enthusiasm – Expressing my joy in each task as I give it my best effort.
• Patience – Accepting a difficult situation without giving a deadline to remove it.
• Punctuality – Showing esteem for others by doing the right thing at the right time.

Responsibilities

• Maintains open communication between the management team, providers, and call center support staff to troubleshoot situations.
• Provides feedback to the Call Center Manager and meets/exceeds Patient Access performance measures.
• Follows and trains staff on EPIC “best practice” documentation standards.
• Listens to call recordings weekly to provide feedback and coaching on telephone and customer service skills.
• Coordinates call center staff schedules and daily assignments, ensuring alignment with call volume.
• Reviews, verifies, and approves staff timecards in accordance with policy.
• Reviews key reports daily to assess opportunities for improving service capability and performance.
• Conducts weekly 1:1 meetings with staff for coaching, performance reviews, and addressing attendance or tardiness issues.
• Participates in weekend rotations and drop-ins to ensure performance expectations are met.
• Leads team huddles and facilitates meetings in the Call Center Manager’s absence.
• Serves as the first point of contact for investigating patient concerns in cooperation with Compliance, Safety, or the Call Center Manager.
• Monitors office equipment and notifies appropriate staff of issues.
• Directs and controls the functional operation of the department while supporting Variety Care policies and procedures.
• Fosters an atmosphere that promotes quality service, active listening, and personal responsibility for outcomes.
• Supports Variety Care’s accreditation as a Patient-Centered Medical Home and commitment to safe, effective, and equitable care.
• Provides leadership to achieve the “Triple Aim” of healthcare reform: improving care experience, health outcomes, and reducing costs.
• Troubleshoots day-to-day work-related or staffing issues and provides backup for support staff.
• Performs other duties as assigned.

Essential Functions

• Ability to speak clearly with patients and staff on phone calls.
• Requires sitting or standing for extended periods.
• Extensive use of a computer and keyboarding.
• Occasional lifting of up to 10 lbs.

Requirements

• A high school diploma or GED.
• Three (3) years of related experience.
• Legible handwriting and basic mathematical skills.
• Basic computer skills and ability to learn electronic health records software.
• Ability to maintain confidentiality of patient and staff information.
• Effective communication with individuals at various levels, including in sensitive situations.
• Ability to organize and prioritize tasks in a multifaceted, sometimes stressful environment.
• Professionalism, integrity, responsibility, and dependability.

Preferred Qualifications

• Associate degree or two (2) years of supervisory or leadership experience.
• Previous experience working in a call center setting.
• Bilingual (English/Spanish).