Supervisor, Patient Access

Your trusted partner in Health and Wellness, Summit Pacific is a vibrant and expanding public hospital district that operates a Critical Access Hospital with a Level IV trauma designation, three rural healthcare clinics, and a seven-day-a-week urgent care clinic. Our vision is “Through Summit Care, we will build the healthiest community in the Nation.” Our hospital offers:

• Critical Access Hospital
• 24/7 Emergency Department
• Level II Cardiac Center
• Level III Stroke Center
• Level IV Trauma Care

About the role

The Patient Access Specialist Supervisor is a functional expert for all aspects of Patient Access and serves as a resource to Summit Pacific Medical Center (SPMC) for procedural, technical, and workflow concerns or issues. This role ensures patients are accurately scheduled and registered for clinic and hospital services while supporting their entire care experience, including financial liability, through excellent quality and compassionate customer service. The supervisor collaborates with the Patient Access Manager to develop and execute action plans to resolve issues and trends.

Responsibilities

• Leads the development, implementation, ongoing assessment, and improvement of Patient Access programs, patient-care protocols, standards of care, policies, and procedures. Monitors outcomes, identifies opportunities/gaps, and initiates enhancements or corrections.
• Disseminates new or revised policies, procedures, and initiatives. Develops best practices by partnering with other departments to examine data and identify trends for optimal patient flow and quality customer service.
• Schedules and registers patients into applicable software systems while ensuring data integrity, including patient identification, insurance, and benefit verification. Assists in final determination of pre-service clearances.
• Reviews and approves time cards to ensure accurate employee time recording per SPMC policies. Manages Patient Access work queue assignments and tasks.
• Identifies training opportunities by auditing employee accuracy data. Develops and delivers initial and ongoing training for Patient Access staff, including insurance and payer education.
• Performs Patient Access employee reviews per SPMC policies. Provides coaching, corrective actions, or process improvement plans based on performance reviews. Mentors and fosters staff growth.
• Verifies acquisitions of referrals and pre-authorizations for applicable services.
• Operates a multi-line telephone system to receive, route, and respond to incoming calls in a timely, professional manner. Manages and reports phone-related activities, including call volumes, wait times, and abandoned calls.
• Performs point-of-service collections for patient financial responsibility, including co-payments, co-insurances, and statement balances. Generates payment receipts and reconciles daily cash drawers.
• Assists with patient inquiries, requests, and concerns. Manages and completes patient survey results, UORs, and Action Cue events.
• Accurately processes incoming, outgoing, and inter-office mail.
• Performs all functions according to established policies, procedures, regulatory, and accreditation requirements, as well as applicable professional standards. Consistently demonstrates SPMC values by providing excellent, compassionate customer service.
• Performs special projects and other related duties as assigned.

Leadership Responsibilities

• Adapts to changes in the work environment: Asks clarifying questions and provides constructive input respectfully. Demonstrates flexibility.
• Builds and maintains working relationships: Maintains effective relationships with supervisors, co-workers, and across the organization.
• Creates positive experiences: Consistently meets SPMC service standards. Anticipates needs and responds proactively.
• Demonstrates ongoing learning & development: Participates in training and assists in training others.
• Exhibits effective work skills: Performs duties with quality, accuracy, and timeliness. Demonstrates initiative and prioritizes tasks effectively.
• Facilitates Teamwork: Actively engages in team activities, supports new members, and promotes a positive work environment.
• Fosters an environment of trust: Treats others with courtesy and respect. Redirects unproductive behavior.
• Supports SPMC mission, vision, and values: Contributes to strategic planning and executes tactics.

Requirements

• Two years of supervisory experience.
• High school diploma or GED required; Associate’s Degree preferred.
• Five years of Healthcare Patient Access experience preferred.
• Knowledge of healthcare revenue cycle and medical terminology preferred.
• Basic Life Support (BLS) certification encouraged.

Skills

• Comprehensive knowledge of Patient Access processes and tasks.
• Ability to thrive in a fast-paced setting while providing exceptional customer service.
• Proficiency in insurance verification processes via electronic and telephone systems.
• Strong leadership, facilitation, delegation, and coaching skills.
• Proficient in Microsoft Office products and ability to learn electronic medical records systems.
• Professional written and verbal communication skills, with sensitivity to emotional and mental health needs.
• Ability to maintain accurate documentation and records.
• Strong independent judgment, problem-solving, organization, and prioritization skills.
• Ability to remain calm and professional during high-volume or stressful times.
• Basic mathematics skills and knowledge of payment processing functions.
• Ability to work collaboratively and serve as a positive role model.

Physical Requirements

• Lifting: 10-35 lbs (seldom, 1–10% of the time); >35 lbs (seldom, 1–10% of the time).
• Carrying: 10-35 lbs (seldom, 1–10% of the time); >35 lbs (seldom, 1–10% of the time).
• Pushing/Pulling: 0-35 lbs (seldom, 1–10% of the time).
• Sitting: Constant (over 70% of the time).
• Standing: Occasional (10-30% of the time).
• Walking: Occasional (10-30% of the time).
• Bending/Stooping: Seldom (1–10% of the time).
• Crouching: Seldom (1–10% of the time).
• Exposure to Bloodborne Pathogens (BBP): Seldom (1–10% of the time).
• Vision, Hearing, Speech: Within normal range with or without corrective devices.

Full-time position (1.0 FTE).

Pay

$29.49 - $43.69 per hour (depending on experience).

Benefits

• Competitive compensation.
• Medical, prescription, dental (including orthodontia), and vision coverage.
• Healthcare FSA and daycare FSA.
• Subsidized daycare benefit.
• Life insurance and accidental death and dismemberment (AD&D) coverage.
• Short- and long-term disability.
• Generous employer 403b match contributions for retirement; 457 retirement account for additional funds.
• Employee Assistance Program (EAP).
• Tuition reimbursement.
• Smoking cessation assistance.
• Employee Wellness Program.
• Employee committees (e.g., Spirit Team).
• On-site gym and instructor-led fitness classes (Yoga, Kettlebells, Bootcamps).
• Walking trails on-site.

About the Location

Summit Pacific is a nonprofit public hospital district serving east Grays Harbor County, Washington. The area offers a small-town lifestyle with proximity to urban amenities and year-round recreational activities, including:

• Hiking/walking trails (on-site and nearby, including Quinault Rainforest).
• Kayaking with scenic views.
• Nature viewing (whale watching, state parks, Olympic Game Farm).
• Fishing and hunting (including guided tours).
• Museums, wineries, arcades, rentable mopeds, and surfing (lessons available).
• Nearby colleges, including Grays Harbor College.