Patient Access Supervisor

Current Employees

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About the role

The Patient Access Supervisor directly manages the day-to-day patient access and scheduling operations for the Contact Center at their assigned site. This role provides direct supervision to Patient Access Representatives and is accountable for performance across key quantitative and qualitative measures, including quality assurance, patient experience, call volumes, average speed to answer, and related service metrics.

This position manages patient access staff, assigns tasks based on the needs of the contact center, monitors new and established queues, provides training and education to patient access representatives and identifies issues that need to be addressed.

The Patient Access Supervisor uses data, reporting, and leadership judgment to identify performance trends, address operational challenges, and implement improvements that support timely access to care and service excellence. The Patient Access Supervisor conducts interviews, hires and counsels employees when needed and completes all direct report evaluations. This role partners closely with the Practice Manager and Regional Contact Center Manager to ensure consistent workflows, staff development, optimization, and a high-quality patient and family experience.

Key Responsibilities

Operational Leadership and Oversight

• Oversee daily patient access and scheduling operations for the assigned site Contact Center.
• Manage real-time workflows, staffing coverage, call volumes, and service levels to ensure patient and operational needs are met.
• Provide hands-on operational support during high-volume periods, staffing shortages, or urgent workflow needs as appropriate.
• Ensure accurate and timely scheduling, registration, and pre-registration activities in compliance with established policies and procedures.
• Manage performance and accuracy of scheduling across site scheduling in other facilities in their Market.

Performance Management and Quality Assurance

• Monitor, analyze, and report on key performance indicators (KPIs), including call volume, handle time, average speed to answer, quality assurance scores, and patient experience metrics.
• Maintain and review quality assurance data and performance dashboards related to scheduling and registration functions.
• Identify performance gaps, operational risks, and improvement opportunities; implement corrective actions and process enhancements in collaboration with leadership.

Staff Supervision, Coaching, and Development

• Directly supervise Contact Center staff, providing day-to-day guidance, coaching, and performance feedback.
• Foster a culture of accountability, teamwork, and service excellence through clear expectations and consistent leadership practices.
• Support onboarding, training, and ongoing development to ensure staff competency and adherence to performance standards.
• Manage the performance evaluations, coaching discussions, corrective action, and employee relations activities for their Contact Center site.

Collaboration and Continuous Improvement

• Partner with the Practice Manager and site leadership to ensure alignment between Contact Center operations and front-end clinic workflows.
• Collaborate with regional leaders and peer supervisors to support standardization, process improvement initiatives, and special projects.
• Contribute to continuous improvement efforts by identifying best practices and supporting change management initiatives.

Administrative and Resource Management

• Track staff attendance, ensure accurate timekeeping for payroll processing, and approve Kronos each pay period for their direct reports.
• Maintain appropriate staffing levels to support operational demands, including coverage for absences and workload fluctuations.
• Oversee inventory needs and ensure supplies are available to support Contact Center operations.
• Provide front desk support as needed in coordination with the Practice Manager.

Required Qualifications

• High School Diploma or equivalent (GED) required
• 3 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment required

Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.

• Ability to interpret operational and performance reports to drive decision-making.
• Working knowledge of patient access workflows, scheduling, registration, and pre-registration processes.Knowledge of HIPAA regulations and patient privacy requirements.
• Ability to manage schedules, staffing coverage, and timekeeping processes accurately
• Strong leadership presence with the ability to motivate, coach, and develop teams.
• Effective communication skills, both written and verbal, with staff, patients, families, and providers.
• Demonstrated critical thinking and problem-solving abilities in a fast-paced environment.
• Ability to manage competing priorities and adapt to changing operational demands.
• High level of professionalism, integrity, and accountability.
• Collaborative mindset with the ability to work effectively across departments and leadership levels.

Preferred Qualifications

• Associates degree or higher in a relevant field of study preferred
• 1 year of supervisory, lead, or management experience in patient access, scheduling, registration, or customer service in a healthcare environment preferred
• Knowledge of Epic and Contact Center/call management software preferred.

Compensation is determined based on years of relevant experience and departmental equity.