Patient Access Supervisor (Full Time)

Description

White Rock Medical Center is a community-based hospital located near the historic White Rock Lake community, that serves the Dallas, Garland, Mesquite and surrounding areas. We specialize in a wide range of services including comprehensive medical/surgical care, bariatric, cardiology, outpatient and emergency medicine.

Our mission is to deliver exceptional healthcare with compassion and excellence.

White Rock Medical Center is seeking compassionate, care-minded individuals to join our company and make a difference. As a member of the White Rock Medical Center team, you can advance your skills while working in a supportive and patient focused environment.

Apply today!

Why join White Rock Medical Center?

• Competitive salary and benefits
• Employee programs and events.
• Paid Time Off and 7 Company Holidays.
• Employer paid life insurance.
• Additional voluntary benefits such as STD, LTD, etc.
  
  

Job Summary

The Patient Access Supervisor is responsible for direct supervision of White Rock Medical Center’s Patient Registration. This hands-on, working leadership role includes supporting frontline registration functions, providing shift coverage when needed, monitoring key performance metrics, and ensuring high-quality patient service and data accuracy. This position also plays a key role in staff training and development and serves as a liaison between front-end access and back-end financial processes.

Essential Functions

• Ensure the accuracy and completeness of all daily patient registrations across all areas.
• Provide and model exceptional customer service to patients and visitors, promoting a culture of empathy, respect, and accountability.
• Monitor and manage departmental metrics including, but not limited to: Registration accuracy rate, time to complete registration, Point-of-Service collections performance, insurance verification rate and patient wait times
• Maintain appropriate staffing levels and shift coverage for all Patient Access areas, including evenings and weekends as needed.
• Serve as a working supervisor by participating in registration duties during peak hours, high-volume times, or staffing shortages.
• Lead ongoing staff education and training, including onboarding, cross-training, and periodic competency validation.
• Offer coaching and performance feedback to team members to support professional growth and goal achievement.
• Guide and support front-end collection activities to meet departmental and hospital revenue goals.
• Ensure appropriate utilization of technology and systems, including scheduling tools, registration software, and eligibility verification platforms.
• Collaborate with leadership to set measurable departmental goals and ensure performance benchmarks are met or exceeded.
• Proactively resolve operational issues, patient concerns, and workflow challenges in real-time.
• Escalate significant concerns to the Manager of Patient Access or Director of Patient Financial Services, especially those impacting patient satisfaction, access to care, reimbursement, or compliance.
• Ensure adherence to regulatory guidelines, including EMTALA and HIPAA, and support internal audits and quality improvement initiatives.
  
  

Behavioral Standards

• Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service; Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
  
  

Communication/Knowledge

• Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.
  
  

Collaboration/Teamwork

• Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.
  
  

Requirements

Experience:

• Minimum four (4) years of experience in patient access, registration, financial counseling, or central scheduling.
• Supervisory or team lead experience preferred.
• Familiarity with hospital registration software and revenue cycle systems (e.g., Meditech, Epic, Cerner, GoRev) is a plus.
• Willingness to work flexible hours, including evenings and weekends, as a working manager to ensure department coverage and service continuity.
  
  

Education

• H.S. Diploma or associate’s degree.
  
  

Licensure/Certifications

• BLS and ACLS from AHA preferred.