Patient Access Supervisor (Front Desk)

We are seeking a Patient Access Supervisor to join our team!

Job purpose

The Patient Access Supervisor leads and manages a team of Patient Access Representatives, ensuring high performance, adherence to policies, and efficient operations in patient registration, scheduling, and insurance verification. This role is integral to maintaining exceptional patient access and service, optimizing workflows, and ensuring compliance with healthcare regulations.

Duties and responsibilities

• Reporting to the Practice Manager, the Patient Access Supervisor is tasked with achieving Fair Haven’s goals for patient satisfaction; enhancing access to health services and contributing to quality improvement initiatives. Typical duties include but are not limited to:

• Daily supervision of front desk staff including providing guidance, training, and support to enhance team performance.
• Manage daily operations including patient registration, scheduling, and insurance verification. Monitor/audit processes for accuracy, implement best practices, and oversee the patient communication process.
• Ensure adherence to HIPAA and other regulatory requirements while implementing policies to maintain data integrity and confidentiality.
• Monitor key performance indicators (KPIs), prepare performance reports, and implement process improvements.
• Identify training needs, develop ongoing training programs and conduct training sessions on new procedures and software updates.
• Determine operational workflows through assessments, reviews, and planning.
• Work closely with clinical and billing departments to coordinate patient care and billing.
• Collaborate with site-based leadership to enhance service delivery and patient satisfaction; ensure all staff deliver excellent customer service and culturally competent care and ensure timely response to patient inquiries and effective follow-up.
• Collaborate with leadership to address operational challenges.
• Address patient inquiries and concerns professionally. Ensure courteous, efficient service and improve access to health services. Manage patient complaints, including those requiring Spanish translation.
• Act as a “super user” for patient management software (Epic)
• Maintain staff schedules and facilitate monthly meetings

Qualifications

Associate degree and minimum of two years’ work experience in healthcare preferred; In lieu of a degree, 5 or more years of relevant experience may be substituted. Proven experience in a supervisory role within a healthcare setting is preferred. The selected candidate will have:

• Expertise in patient management software and scheduling systems (Epic).
• Oral and written proficiency in English and Spanish required.
• Strong critical thinking and problem-solving skills.

Work Environment

• Variable 8 hr. shifts between 7am-8pm, including weekends as needed

Direct reports

Front Desk Leads

Patient Access Representatives (Front Desk)

About Fair Haven Community Health Care 

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at over 143,000 office visits in 21 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifest