Patient Access Supervisor

Position Summary:

Supervise daily Patient Access activities in a hospital environment.

Provide guidance, mentoring, and training to new and existing Patient Access staff.

Support proper handling of patient accounts and aid in resolving escalated issues.

Key Responsibilities:

Provide daily support, mentoring, and training for new hires and experienced Patient Access Representatives.

Assist with short- and long-range planning for registration areas including Admitting, Centralized Scheduling, Emergency Department, and on- or off-site clinics.

Maintain a high level of customer service at all times and help staff resolve patient or account issues.

Enforce departmental policies, procedures, practices, and work rules in alignment with hospital and corporate guidelines.

Assist in developing and implementing new policies and procedures as needed.

Monitor daily activity and ensure the completion of performance and metric reports, including financial clearance and related reports.

Perform special reporting and project work as assigned.

Perform all Patient Access functions when needed to support operations.

Act as part of the management team to ensure operational goals and performance targets are met.

Supervisory Responsibilities:

Supervise Patient Access Representatives (PA Rep I–IV).

Participate in interviewing, hiring, training, and onboarding staff.

Plan, assign, and direct daily work for the Patient Access team.

Conduct performance appraisals and provide feedback and coaching.

Reward and discipline employees in accordance with policies and applicable laws.

Address employee complaints and resolve workplace problems.

Knowledge, Skills, and Abilities:

Excellent interpersonal skills with the ability to interact effectively with patients, staff, and leadership.

Strong organizational skills with the ability to manage multiple tasks and priorities.

Demonstrated leadership abilities in a healthcare or patient access setting.

Thorough knowledge of healthcare information systems and patient registration systems.

Clear understanding of Revenue Cycle Management and relevant regulatory agencies.

Strong verbal and written communication skills with the ability to convey detailed information clearly.

Ability to analyze and interpret operational metrics and performance reports.

Education and Experience:

High School Diploma or equivalent required.

College degree preferred.

Two- or four-year degree in Business, Accounting, Medical Administration, or a related field preferred.

Four or more years of experience in a medical facility, health insurance, or related healthcare environment.

Five or more years of Patient Access experience preferred.

Two or more years in a supervisory or lead role preferred.

Work Conditions:

Must be able to work in a sitting position for extended periods.

Work is performed in a hospital environment.

Must be available to work hours and days as needed based on departmental and system demands.

Must be available for on-call coverage as needed.