Supv Patient Access

About the Role

The Ambulatory Patient Access Supervisor reports to the Ambulatory Patient Access Manager and is responsible for supervising patient access activities, including integrated and seamless scheduling, pre-registration, and registration of patients for future services. This role organizes and directs the non-clinical operations of the ambulatory call center and referral departments, ensuring smooth and efficient operations within Brown University Health's Quality Priorities to deliver high-quality care and excellent customer service.

Employees are expected to role model the organization’s values of Compassion, Accountability, Respect, and Excellence, as well as demonstrate core Success Factors: Instill Trust and Value Differences, Patient and Community Focus, and Collaboration. Leaders in this role are also expected to exhibit aptitude in Ensure Accountability, Build Effective Teams, Drive Vision and Purpose, and Optimize Work Processes.

Responsibilities

• Supervises assigned staff, including interviewing prospective employees, recommending selections, scheduling, training, assigning work, assessing performance, and recommending salary adjustments.
• Counsels employees and recommends corrective action as needed.
• Prepares daily work schedules to ensure adequate coverage and adjusts as necessary due to staff shortages.
• Recommends changes to staffing levels as appropriate.
• Assists in creating employee performance graphs and ensures staff is properly trained in all functions, including customer relations and patient confidentiality.
• Collaborates with the Ambulatory Patient Access Manager and other leaders to enhance patient safety and reduce adverse outcomes or client dissatisfaction.
• Promotes teamwork among supervisors and staff, encouraging participation in problem-solving and decision-making.
• Monitors effectiveness of practice operations, recommends changes for approval, and implements approved changes.
• Assists in creating and updating policies as needed.
• Ensures the appropriateness and timeliness of practice activities, including scheduling, template build, insurance documentation, referrals, verifications, and authorizations.
• Oversees the maintenance and repair of division equipment and requests service as appropriate.
• Investigates reasons for delays and informs relevant parties of causes.
• Distributes inventories appropriately and ensures proper storage.
• Ensures all activities meet or exceed customer expectations.
• Develops and maintains relationships with internal and external stakeholders, including practice staff, patients, families, vendors, and others within and outside Brown University Health.
• Demonstrates understanding of job description, performance expectations, and competency assessment plan.
• Participates in or leads quality improvement teams as necessary.
• Actively participates in practice-related meetings and prepares materials as requested.
• Oversees the referral process and assists with quality control issues or concerns.
• May perform the work of staff on an as-needed basis to ensure smooth operations.
• Performs other assigned duties.

Requirements

• Bachelor’s degree in business or a related field, or any combination of education and experience that provides the required knowledge, skills, and abilities.
• Thorough knowledge of outpatient care services, referral processes, and insurance verification.
• Highly developed skills using personal computer tools, including healthcare information systems, word processing, spreadsheets, and presentation applications.
• Strong managerial skills, including coaching and mentoring.

Qualifications

• Five years of overall experience, including comprehensive experience with outpatient services, customer service, and the registration process, preferably in a large and complex healthcare organization.
• At least three years of previous supervisory experience.

Work Environment

Work is performed in a typical medical office setting, requiring extensive sitting, standing, and walking.

Supervisory Responsibility

Supervisory responsibility for up to 40 FTEs.

Pay

Pay Range: $53,060.80 - $87,547.20

Schedule

Work Type: Monday through Friday, 8:30 AM - 5:00 PM (8 hours daily).