Patient Access Supervisor

Salary range: $30.55 to $46.74 per hour

Would you like to have a career that makes a daily difference in people’s lives? Do you want to be part of a caring, respectful, diverse community? If you answered yes to these questions, keep reading!

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care.

Position Summary:

The Patient Access Supervisor position is responsible for managing day to day operations by providing support and performance management to their teams to deliver exceptional patient experiences, achieve department and organizational goals, while creating an environment that retains and develops employees. The Patient Access supervisor directly supports Patient Access Leads and Representatives and supports the Contact Center Manager.

Compensation is dependent on skills and experience.

Your contribution to the team includes:

• Responsible for providing exceptional full cycle employee, and potential employee experience including recruiting, hiring, onboarding, talent development, and performance management
• Responsible for building and maintaining an equitable and engaging work environment for employees by providing consistent coaching, counseling, recognition, and development opportunities for staff
• Responsible for documenting and maintaining accurate personnel files regarding staff performance, conduct, and time management
• Establishes priorities and guidelines for maintaining and improving standard work of daily operations and keeps leadership informed of potential opportunities by recommending and/or implementing solutions
• Facilities communication with staff about policy/procedure/process changes by developing and distributing necessary material to ensure effective change management and adherence to change
• Accountable for overseeing quality management of day to day operations of the department by performing daily, weekly and monthly reporting on key performance indicators and audits of core processes to ensure adherence and provide regular feedback to staff
• Demonstrate ability to perform all responsibilities of Patient Access Representative and Patient Access Leads at established performance levels
• Monitoring day to day operations, and quality metrics using quality monitoring software, staff dashboards and adherence alerts
• Foster an environment of continuous improvement in quality management, schedule adherence, after call surveys using the HealthPoint Lean Management System and Five9 contact center software
• Acts as a point of contact between the contact center and clinics to disseminate information to the contact center team with the clinic requirement needs on a day-to-day basis.
• Develop and maintain systems for managing information, supporting staff, improving quality, recognizing employees and process improvement
• Develop call reports, dashboards, quality monitoring forms, and schedules for their team
• Other Duties as assigned
• Attend and participate in supervisor meetings, organizational committees and task force activities as required.
• Maintain good attendance, is punctual and work full scheduled shift as a condition of employment.
• Demonstrate respectful, professional, appropriate behavior and leadership that supports a team-oriented environment.
• Demonstrate a commitment to the mission, core values and goals of HealthPoint and its healthcare delivery including the ability to integrate values of integrity, wisdom, creativity, cooperation, responsibility and respect into appropriate programs and services.

Must have’s you’ll need to be successful:  

• Ability to communicate with a diverse patient population is an essential skill. Ability to read and interpret technical and other complex documents.
• Ability to define problems, establish facts and draw valid conclusions. Ability to interpret and analyze extensive variety of situations. Demonstrate the ability for constructive thinking and offer alternatives to short and long-term solutions. Ability to present information in one-on-one and small group situations
• Demonstrated ability to be a self-starter, motivated, work independently and ability to follow through.
• Intermediate operating knowledge of computers including Excel, Word, and Outlook required as well as other related scheduling software.

If you k