Supervisor Patient Access / Access Center - Full time

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities. A Brief Overview The Patient Access Supervisor leads and oversees a dynamic team responsible for delivering high-quality patient registration, scheduling, and customer service across various departments, including the Emergency Department (ED), Inpatient units, and Radiology. This working supervisor role provides on-call and coverage support, ensures operational excellence, and fosters collaboration with leaders across the organization. Core responsibilities include coaching, on-the-job training, and people/performance management to maintain efficient workflows and an exceptional patient experience.  Essential Functions

• Leadership and Team Management  
  • Supervise and mentor Patient Access Specialists and Specialists II, ensuring they have the resources and support to excel in their roles. 
  • Oversee staffing schedules, timecards, and attendance records to ensure adequate coverage across shifts.  
  • Provide regular coaching, feedback, and performance evaluations for training team to promote professional growth and high performance 
  • Implement corrective actions or improvement plans when necessary to maintain high performance and engagement.   
  • Foster a collaborative and supportive work environment, encouraging teamwork and continuous improvement. 
• Operational Excellence   
  • Develop, implement, and maintain standardized policies, procedures, and workflows for the accurate completion of registration, scheduling, and financial clearance processes.
  • Continuously assess and improve the registration processes ensuring efficiency and accuracy across all service areas.
  • Collaborate with various department leaders to implement process improvements and new initiatives. 
  • Monitor team performance to meet key performance indicators (KPIs), including customer service standards, registration accuracy, and operational efficiency. 
  • Ensure compliance with hospital policies, procedures, and HIPAA regulations in all training activities. 
• Training, Development, and Support 
  • Coordinate onboarding and training for new hires, ensuring they are well-prepared for their roles.  
  • Serve as an on-the-job trainer for direct reports, offering hands-on guidance and support during real-time operations. 
  • Support and execute ongoing communications to keep the team updated on system changes, policies, and best practices.  
  • Act as a mentor and resource for team members, providing guidance on technical or procedural challenges. 
  • Prioritize daily work activities and coordinate team efforts to meet authorization deadlines, ensuring efficient resource allocation and staff assignments.
  • Provide direct support to the team during peak times or staffing shortages, acting as a hands-on working supervisor. 
  • Act as the primary escalation point for complex patient concerns or issues, ensuring prompt resolution. 
• On-Call Responsibilities 
  • Be available for on-call support, ensuring that coverage is maintained, and urgent needs are addressed. 
• Customer Service Excellence 
  • Promote and uphold the organization’s customer service standards, ensuring a welcoming and supportive environment for patients and families. 
  • Address and resolve patient concerns regarding scheduling, registration, and service availability. 
• Regular attendance at work is an essential function of the job.
• Perform physical requirements as described in the Physical Requirements section

Education Qualifications

• High School Diploma High school diploma or equivalent required Required
• Bachelor's Degree Bachelor’s degree in healthcare administration, business, or a related field. Preferred

Experience Qualifications

• Minimum of 1 year of experience in patient registration, front desk operations, or customer service within a healthcare setting, or equivalent leadership experience required.
• At least 1 year of supervisory or team lead experience preferred. 
• Proficiency in electronic health record (EHR) systems and registration platforms.   Preferred and

Skills and Abilities

• Strong problem-solving, organizational, and communication skills. 
• Computer knowledge/ skills
• Proven ability to lead, mentor, and manage a team in a fast-paced healthcare environment.
• Excellent communication and interpersonal skills, with a patient-centered approach. 
• Excellent organizational and time-management skills, with the ability to prioritize multiple tasks effectively.  Ability to multi-task
• Excellent problem-solving and decision-making skills to address challenges in a dynamic environment. 
• High level of professionalism, confidentiality, and accountability.  
• Technical proficiency to assist staff and troubleshoot issues with digital tools and systems 

Licenses and Certifications

• Full-time role with variable shifts, including evenings, weekends, and holidays, as necessary.  
• On-call responsibilities to support team and departmental needs.  
• Primarily on-site in patient-facing and administrative areas. 

Children’s is the very best for kids and the very best for your career! At Children’s, we put YOU first so together, we can improve the life of every child!