What are the responsibilities and job description for the Supervisor - Patient Access position at Great River Health?
Minimum Hiring Wage:
From $55,931.20 a year
Job Details:
Scheduled Hours: Monday - Friday from 8:00am - 4:30pm
Job Description:
A Brief Overview
The Patient Access Supervisor provides daily supervision, leadership, and strategic direction for Patient Access functions across Great River Health. This role ensures accurate and timely preregistration, registration, scheduling, and prior authorizations, including demographic review, insurance coverage verification, and benefit eligibility for hospital and clinic services. The Supervisor collaborates with the Patient Access Manager and Director to oversee work flow, staffing, and operations for areas such as scheduling, registration, financial clearance, point-of-service collections, and customer service. This position also supervises prior authorization teams, working closely with clinical and revenue cycle teams to ensure the seamless delivery of patient care. The Supervisor is responsible for staff training, day-to-day operations and staffing, work flow optimization, compliance with organizational policies and regulations, and maintaining a patient-centered environment that aligns with organizational goals.
What you will do
The Patient Access Supervisor provides daily supervision, leadership, and strategic direction for Patient Access functions across Great River Health. This role ensures accurate and timely preregistration, registration, scheduling, and prior authorizations, including demographic review, insurance coverage verification, and benefit eligibility for hospital and clinic services. The Supervisor collaborates with the Patient Access Manager and Director to oversee work flow, staffing, and operations for areas such as scheduling, registration, financial clearance, point-of-service collections, and customer service. This position also supervises prior authorization teams, working closely with clinical and revenue cycle teams to ensure the seamless delivery of patient care. The Supervisor is responsible for staff training, day-to-day operations and staffing, work flow optimization, compliance with organizational policies and regulations, and maintaining a patient-centered environment that aligns with organizational goals.
What you will do
- Supervise the Patient Access team and collaborates with departments across GRH to ensure timely, accurate scheduling, registration, and point of service collections, and financial clearance functions: pre-registration, verification of insurance(s) and benefit coverage, prior authorizations, patient liability education/collection and appropriate referral for financial counseling.
- Oversee daily workflows and assign duties to meet operational goals and ensure patient and customer satisfaction.
- Coordinate prior authorization activities with clinical departments and physician offices to ensure timely service delivery to ancillary departments, nursing units and throughout Revenue Cycle.
- Manage staffing schedules to ensure adequate coverage based on workload, space, and hours of operation. Hire, train, and orient new employees while ensuring ongoing professional development and competency for all staff.
- Works collaboratively with Revenue Cycle and Clinic leadership to provide patients with estimations of out-of-pocket liabilities, conduct pre-service collections in a patient-friendly manner and facilitate access to Financial Counseling resources. Provides guidance and manages staff activities related to pre-service collection efforts. Facilitate pre-service collections and provide patients with accurate estimations of out-of-pocket liabilities.
- In coordination with prior authorization teams, communicates with physicians and clinic staff to obtain insurance and clinical information required to complete timely prior authorization of services. Notifies Patient Access Manager and Director of delays and/or missing information that may impact clinical service delivery.
- Develop and implement performance standards to monitor productivity and quality metrics within the department.
- Ensure accurate preregistration, insurance verification, and benefit eligibility for scheduled and unscheduled patients and monitor the accuracy of registration records to ensure compliance with federal, state, and payer-specific requirements.
- Conduct regular audits of Patient Access staff to assess departmental performance and provide feedback. Monitor and evaluate staff performance, providing coaching, feedback, and actionable plans for improvement as needed.
- Ensure patients and customers receive friendly and attentive service, maintaining a positive and supportive environment.
- Work with the Revenue Cycle team to address registration-related pre-bill edits and resolve denials.
- Stay informed on changes in regulations, insurance requirements, and healthcare policies to ensure compliance.
- Provide training and education programs for staff on scheduling, registration, and prior authorization processes. Oversee multiple projects simultaneously, ensuring timely completion and successful implementation of process improvements.
- Serve as a technical expert in scheduling and registration systems, maximizing system capabilities.
- Has in-depth knowledge of scheduling and registration strategies to meet the requirements of patients, clinical offices, and ancillary services. Assists with the development and implementation of training and education programs to address needs of the functional areas of responsibility and as mandated by regulatory, accrediting, licensing, and department standard operating procedures.
- Assist in implementing projects related to information systems, informatics, and application optimization for Patient Access.
- Develop workflows and system configurations to support efficient operations and patient care. Communicate effectively with clinical departments and leadership to align operations with organizational goals.
- Evaluate employee performance and recommend personnel actions such as action plans, disciplinary actions, and terminations. Facilitate monthly staff meetings for all departments included in Patient Access.
- Collaborate with third-party vendors and assess partnerships to optimize operational efficiency.
- Serve as a back-up for staff during shortages, ensuring seamless department functionality.
Qualifications:
Qualifications
- Associate’s Degree (AA) Associate degree in Business, Finance or Healthcare related field. Preferred
- 1-3 years Experience in core Patient Access functions (scheduling, registration, insurance verification) in either hospital and/or physician clinic setting. Required
- Extensive knowledge of and experience using Excel, Word, and Power Point. Required
- Customer service experience. Required
- Patient Access leadership experience. Preferred
- Leadership and Team Management: Demonstrated ability to lead, coach, and mentor a diverse team to achieve departmental goals and foster a positive work environment.
- Strategic Thinking: Ability to align daily operations with the organization’s strategic objectives, identifying opportunities for process improvement and efficiency.
- Conflict Resolution: Skilled in addressing and resolving conflicts among staff or with patients to maintain a professional and supportive atmosphere.
- Decision-Making: Strong critical thinking skills to analyze situations, make sound decisions, and implement solutions under pressure.
- Performance Monitoring: Ability to set measurable goals, monitor staff performance, and provide constructive feedback to drive continuous improvement.
- Technological Proficiency: Advanced understanding of electronic medical records (EMR), patient registration systems, and scheduling software to support operational excellence.
- Communication Skills: Excellent verbal and written communication skills to effectively convey expectations, updates, and organizational changes to staff, leadership teams and have the ability to interact professionally with patients, staff, and healthcare providers.
- Customer Service Focus: Commitment to promoting a culture of patient-centered care by setting high standards for customer service across the department.
- Organizational Skills: Exceptional organizational and time management skills, with the ability to prioritize and handle multiple tasks in a fast-paced environment.
- Attention to Detail: High level of accuracy and attention to detail when handling patient information.
- Problem-Solving: Ability to identify and resolve issues related to prior authorizations and clinical documentation efficiently.
- Interpersonal Skills: Ability to work collaboratively as part of a healthcare team and maintain a professional and courteous demeanor.
- Regulatory Knowledge: Familiarity with HIPAA regulations and other healthcare privacy and security requirements.
- Insurance Knowledge: Understanding of insurance verification processes and obtaining prior authorizations.
- Adaptability: Capacity to respond to changes in regulations, technology, or organizational needs with flexibility and a positive attitude.
- Computer Proficiency: Competence with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and general computer skills.
- Multitasking: Ability to manage a high volume of requests and administrative tasks simultaneously.
- Emotional Intelligence: Strong interpersonal skills to navigate challenging situations with empathy, professionalism, and a focus on positive outcomes.
- Work Ethic: Reliable, punctual, and committed to maintaining a high standard of work.
- Collaboration: Proven ability to work cross-functionally with other departments, such as Revenue Cycle, clinical teams, and IT, to ensure seamless operations.
- Staff Development: Expertise in identifying training needs, developing educational programs, and fostering professional growth among team members.
- Project Management: Strong organizational skills to oversee multiple initiatives simultaneously, ensuring timely completion of departmental projects.
- Compliance Knowledge: Comprehensive understanding of healthcare regulations, payer policies, and applicable laws to ensure departmental adherence and mitigate risk.
- Time Management: Skilled in prioritizing tasks, managing competing demands, and ensuring the department meets tight deadlines.
- Change Management: Ability to lead staff through organizational changes, ensuring smooth transitions and maintaining morale.
- Financial Acumen: Knowledge of revenue cycle processes and financial policies to support accurate billing and financial clearance activities.
- Crisis Management: Ability to respond effectively to emergencies or unexpected challenges, maintaining calm and decisive leadership under pressure.
Benefits:
We are excited to offer an aggressive compensation and benefits package for qualifying positions, which includes:
- Competitive base pay
- Matching retirement programs
- Health, Dental and Vision plans
- Health Savings and Flexible Spending Accounts
- Employee discounts including car rental, cell-phone plans
- Employer-paid, Long-Term Disability, Life, and AD&D
- Paid time off (PTO)
- Education Assistance Program
- Employee Assistance Program
- Employee Referral Bonus Program
- Discounted cafeteria meals
- Paid Parental Leave
- Employee Service Recognition program
- Voluntary plans including: Life, AD&D, Short-Term Disability, Critical Illness, Accident, Insurance, and Hospital Indemnity
Great River Health and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
Salary : $55,931
