Patient Access Supervisor

POSITION DESCRIPTION

Position: Patient Access Supervisor

Department: Communications

Reports To: Clinic Director

FLSA Status: Exempt

SCOPE

The Patient Access Supervisor is responsible for providing leadership and oversight of the Patient Access function, with a primary focus on patient interactions. This role oversees operations including inbound and outbound patient communication, appointment scheduling, demographic data collection, and initiation of insurance verification. The Patient Access Supervisor ensures patients are guided efficiently and accurately through the access process, delivering a seamless, professional, and supportive experience for BGO patients while enabling effective coordination with providers and clinical teams.

The Patient Access Supervisor manages daily operations, supervises Patient Access staff, ensures appropriate staffing coverage, and drives performance through coaching, training, reporting, and continuous process improvement. This position serves as a key operational leader within the Communications department and ensures compliance with organizational policies, HIPAA, and healthcare regulatory standards.

KEY RESPONSIBILITIES & DUTIES

• Supervise, coach, and support Patient Access Coordinators and related communications staff.
• Provide clear direction, set performance expectations, and ensure accountability for quality, productivity, and service standards.
• Participate in hiring, onboarding, training, and ongoing development of Patient Access team members.
• Conduct performance evaluations, provide corrective coaching when needed, and recognize strong performance.
• Ensure appropriate staffing coverage, schedules, and workflow alignment based on clinic volume, provider schedules, and operational needs.
• Review, approve, and manage employee timesheets to ensure accuracy, compliance with payroll deadlines, and adherence to organizational timekeeping and attendance standards.

• Oversee front-end patient access functions including appointment scheduling, registration, insurance verification initiation, and patient communication.
• Ensure patients and visitors are greeted professionally, both in person and by phone, and that inquiries are handled accurately and efficiently.
• Monitor scheduling practices to optimize provider availability while maintaining a positive patient experience.
• Serve as a resource for complex scheduling, registration, or patient service issues.

• Act as a liaison between Patient Access, clinical teams, billing, and leadership to ensure seamless coordination of care.
• Promote a professional, friendly, and supportive environment for patients, families, and staff.
• Ensure staff consistently use approved scripting and service standards during patient interactions.

• Ensure accurate entry and maintenance of patient demographic and appointment data within the EMR/PMS.
• Monitor data accuracy to support clean billing claims and downstream revenue cycle processes.
• Review daily, weekly, and monthly reports related to scheduling efficiency, access metrics, call volume, and productivity.
• Identify trends, gaps, and opportunities for improvement and implement corrective action plans as needed.

• Ensure compliance with HIPAA, OSHA, and healthcare regulatory requirements.
• Serve as or support the HIPAA Privacy Officer function as assigned.
• Ensure clinical staff has timely and complete patient appointment information to support safe and effective care delivery.
• Enforce adherence to BGO policies, procedures, and standards of conduct.

• Support revenue integrity by ensuring accurate registration and communication at initial patient contact.
• Monitor and manage overtime usage, staffing efficiency, and resource utilization.
• Participate in process improvement initiatives focused on access, efficiency, and patient satisfaction.

• Perform other duties and special projects as assigned.

• High school diploma or equivalent required.
• Associate’s degree in business, healthcare administration, operations, or a related field preferred.
• Minimum of one year of supervisory or lead experience, preferably in a healthcare or patient access environment.
• Prior experience in a medical office or patient access role strongly preferred.

• Ability to motivate, coach, and hold staff accountable in a fast-paced healthcare environment.
• Strong delegation, conflict resolution, and performance management skills.
• Ability to support employee engagement and service excellence.

• Strong planning, problem-solving, and decision-making abilities.
• Ability to manage competing priorities and adapt to changing operational demands.

• Excellent verbal and interpersonal communication skills.
• Ability to interact professionally with patients who may be ill,…