Patient Access Site Supervisor

Scope Of Position

The Patient Access Site Supervisor reports to and supports the Patient Access Director. The incumbent must be able to navigate and understand the multiple systems used by the Patient Access staff, including insurance eligibility, ED Tracking System, and the ADT system used for registration and scheduling. This position is accountable for maintaining and managing appropriate staffing as identified by daily productivity reports with the assistance of the department supervisors and for providing the director with any potential issues that arise within the department or with ancillary areas.

The Site Supervisor works with the respective director to oversee policies and procedures pertaining to daily registration functions, making recommendations for efficiencies and improvements, and providing feedback and accountability to the registration staff and supervisors when needed. The Site Supervisor provides guidance as it pertains to timely and accurate completion of performance evaluations and reviewing and completing employee time recordings.

The site supervisor also assists staff with performance criteria, works with leadership in each area to ensure KPIs are met, and requires excellent communication/interpersonal skills to maintain cooperative relationships with patients, families, physicians, and staff, internal and external.

• Oversees work production in registration areas by determining appropriate staffing (as identified by labor production metrics), distributing and delegating tasks to appropriate staff, and following up to ensure that all responsibilities are fulfilled.
• Provides technical support to registration staff for specified areas (ER, Central Registration, Scheduling, Insurance Verification) by acting as a resource and responding to policy and procedure inquiries.
• Resolves staffing issues, posts schedules in a timely manner, grants/denies time off according to hospital and department policy, and maintains adequate staffing.
• With guidance from the Director, interviews potential candidates for vacant positions with department supervisors.
• Performs orientation and training of new employees to the specific policies and procedures, developing and revising training material as necessary.
• Performs chart audits routinely and provides employee feedback and retraining when needed.
• Performs all responsibilities of Registrar/Scheduler with the same expectations as outlined in performance evaluations.
• Accurately completes payroll for selected area, submits in a timely fashion, and makes corrections when applicable.
• Responds to inquiries from other departments (HIM, PFS, Care Management) promptly.
• Organizes and facilitates staff meetings at the discretion of the Director.
• Maintains office equipment and supplies for the Patient Access area.
• Initiates actions to meet department goals related to time of service collections determined by Waterbury Hospital benchmarks.

• Education/Certification: High School Diploma or GED equivalent required.
• Experience: At least 2 years working in Patient Access.
• 2 years of supervisory experience.
• Knowledge of different areas of Patient Access (e.g., ER, Outpatient, Inpatient, Pre-Registration, Scheduling, Authorizations).

• Reliable transportation to travel between multiple work sites; travel is required to perform essential duties.
• Microsoft Word and Excel knowledge preferred.
• Excellent written and verbal skills, with customer service expertise required.