Supervisor Access Center

Access Center Supervisor

The Access Center Supervisor provides leadership and operational oversight for the Central Scheduling and Referral/Authorization teams within the Access Center. This role is instrumental in driving performance, improving workflows, delivering a high-quality patient and clinician experience, and the financial stability of the organization. The Supervisor is responsible for supervising day-to-day operations, developing staff, monitoring work queues, and ensuring that scheduling and referral/authorization functions are completed accurately and in a timely manner.

The supervisor will provide guidance, mentorship, and oversight to the team, ensuring high-quality services are delivered to both patients and clinicians. The Supervisor works collaboratively with internal departments and leadership to identify opportunities for operational improvement and implement best practices to meet key performance indicators and organizational goals.

Administrative Responsibilities:
Approve and monitor employee timecards, paid time off (PTO), and sick leave requests. Ensure the department is consistently staffed to meet operational needs by tracking team availability and coverage. Report any staffing issues or concerns to the management team promptly, ensuring appropriate action is taken to maintain workflow and productivity.

Team Leadership & Supervision:
Lead and manage day-to-day operations. Providing direction, training, and support to ensure the team meets departmental goals and objectives.

Workflow Management:
Oversee the submission of Notices of Admissions (NOA) to payers, securing surgical authorizations, verifying that all required authorizations are on file, and patient estimates are correctly finalized. Ensure the team is meeting timelines and handling tasks efficiently.

Compliance Monitoring:
Ensure that the team adheres to all federal regulations, including the No Surprises Act, and maintains compliance with payer policies and organizational guidelines.

Performance Evaluation & Reporting:
Regularly assess team performance, provide constructive feedback, and implement strategies to improve performance. Prepare reports on team productivity and compliance metrics for senior management.

Training & Development:
Conduct training sessions to ensure staff is up to date with scheduling processes (clinical and non-clinical), authorization processes, payer requirements, and regulatory changes. Foster continuous professional development within the team.

Collaboration & Communication:
Act as a liaison between the Referral and Authorization and Scheduling teams, clinicians, and insurance companies to resolve any issues or discrepancies related to scheduling and/or authorizations.

Problem Resolution:
Address complex issues related to scheduling and authorizations. Ensure effective resolution of escalated concerns from patients, clinicians, or payers.

Quality Control & Improvement:
Monitor team activities for accuracy, ensuring the proper workflows for scheduling and authorizations are followed. Identify opportunities for process improvement and implement best practices.

Education & Experience:

Associate degree required; bachelor's degree preferred. 5-7 years of experience in healthcare operations, including at least 2 years of supervisory or lead experience in scheduling, referrals, or authorization processing. Experience working with EPIC preferred.

Knowledge, Skills, & Abilities:
Strong leadership and team management skills. Ability to effectively listen and communicate to/with patients and staff at all levels of the organization. Must have excellent presentation, communication, organizational, analytical, and time management skills. Ability to review, analyze and explain insurance companies polices in relation to billing, referrals, and authorizations. Possesses strong planning and decision-making skills to effectively prioritize their work and adjust priorities based upon competing demands.

Possesses specialized level of knowledge and thorough understanding of the systems/applications/policies related to:
Microsoft 365 (formerly Microsoft Office), EHRs - specifically Epic, HIPAA, Medical and insurance terminology, Payer and/or Vendor portals.

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation's top specialty-trained doctors, hones renowned services and innovative programs, and engages in the important discussions people need to have about their health and end-of-life wishes.

Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.

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