Supervisor Patient Access Rmc

Provides day-to-day operational leadership and oversight of assigned Patient Access and PBX functions across the organization, ensuring efficient operations, appropriate staffing, registration and insurance accuracy, effective communication services, and a consistent patient experience. This position supports the Patient Access Manager in maintaining standardized workflows, monitoring departmental performance, developing staff, and ensuring compliance with organizational policies and regulatory requirements. The Supervisor serves as a resource and escalation point for staff, patients, providers, and operational partners while promoting collaboration, continuous improvement, and customer service excellence.

Associate's degree in Healthcare Administration, Business Administration, Healthcare Management, or related field, or equivalent relevant experience

Minimum of three (3) years of experience in healthcare Patient Access, patient registration, insurance verification, financial clearance, revenue cycle, or a related healthcare setting. Relevant education in healthcare administration, revenue cycle, business, or a related field may be considered in lieu of experience on a year-for-year basis.

Minimum of two (2) years of experience in a lead, supervisory, or other demonstrated leadership role.

Demonstrated knowledge of patient registration, insurance verification, revenue cycle processes, and healthcare customer service.

Strong leadership, communication, interpersonal, problem-solving, and organizational skills.

Ability to effectively manage competing priorities, resolve operational issues, coach employees, and work collaboratively across departments.

Proficiency with computer applications, electronic health records, reporting tools, and healthcare information systems necessary to perform assigned responsibilities.

Experience with Epic or another integrated electronic health record and patient accounting system.

Certified Healthcare Access Associate (CHAA) or Certified Healthcare Access Manager (CHAM) through the National Association of Healthcare Access Management (NAHAM).

Associate's or bachelor's degree in healthcare administration, business administration, healthcare management, or a related field.

• Provides day-to-day leadership and operational oversight of assigned Patient Access and PBX functions, ensuring effective workflows, appropriate coverage, and consistent service delivery.
• Supervises, coaches, and develops staff through ongoing feedback, performance management, recognition, accountability, and completion of employee evaluations.
• Monitors Patient Access and PBX quality, service, and performance measures and ensures identified errors, trends, and performance concerns are appropriately addressed.
• Coordinates staffing and scheduling based on patient volumes, call and operational demands, service needs, and established productivity and budget expectations.
• Supports recruitment, onboarding, orientation, training, and ongoing competency development of Patient Access and PBX staff.
• Ensures staff consistently follow established workflows, policies, procedures, regulatory requirements, and customer service standards.
• Serves as an escalation resource for complex patient, staff, provider, communication, and operational concerns, resolving issues within scope and escalating appropriately when needed.
• Monitors departmental performance and key performance indicators and partners with the Patient Access Manager to identify and implement improvements in quality, efficiency, financial performance, communication services, and patient experience.
• Collaborates with Revenue Cycle, clinical departments, Information Technology, and other operational partners to resolve issues and support effective coordination of patient services and organizational communication needs.
• Participates in departmental and organizational initiatives and performs other related duties as assigned.
• Performs other related duties as assigned.