Patient Experience Supervisor

Position Summary The Patient Experience Supervisor oversees the quality of front‑end clinic operations and ensures a high‑quality, efficient, and patient‑centered experience across all patient access functions. This role provides direct supervision and operational leadership for Patient Access Leads and serves as the primary liaison between clinic operations and revenue cycle functions related to patient access workflows. The supervisor develops, implements, standardizes, and monitors front‑end operational workflows including pre‑registration, scheduling, insurance verification, financial screening, and patient flow processes. The position improves patient satisfaction, optimizes provider schedules, supports revenue cycle integrity, and maintains operational consistency across clinic sites and service lines. In close collaboration with the Operations Director and Patient Financial Services Manager, the supervisor drives operational performance, staff development, workflow compliance, quality assurance, and patient access improvement initiatives through visibility, accountability, coaching, data‑driven decision making, and continuous process improvement. Essential Functions & Key Competencies This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. Leadership & Staff Supervision Provides direct supervision, guidance, and support to Patient Access Leads. Oversees staffing coverage, workflow assignments, and daily front‑end operations to ensure efficient patient access and patient flow. Conducts staff onboarding, orientation, training, coaching, performance evaluations, and disciplinary actions as appropriate. Establishes clear performance expectations and accountability measures for patient access staff. Develops and maintains standardized workflows, procedures, and operational expectations across patient access functions. Promotes a culture of teamwork, professionalism, accountability, customer service, and operational excellence. Serves as an escalation resource for complex patient access, scheduling, registration, or customer service issues. Supports employee engagement and staff development initiatives to improve retention, competency, and operational performance. Patient Access Operations Oversees front‑end operations including patient pre‑registration, appointment scheduling, insurance verification, financial screening, sliding fee eligibility, self‑payment upfront discount program, check‑in/check‑out processes, and call workflows. Ensures all registrations are completed accurately and fully prior to patient check‑in. Monitors operational workflows to ensure efficiency, compliance, and consistency across clinic locations and service lines. Collaborates with operational and clinical leadership to optimize provider scheduling templates, patient access capacity, and appointment utilization. Oversees front‑end workflow processes to minimize registration errors, authorization delays, scheduling gaps, and denied claims. Supports same‑day access initiatives and patient scheduling optimization strategies. Coordinates workflow improvements to reduce patient wait times and improve patient satisfaction. Partners with revenue cycle leadership to improve front‑end financial performance and registration accuracy. Training, Education & Workflow Standardization Develops and oversees standardized training programs for patient access staff. Ensures staff competency in scheduling workflows, pre‑registration accuracy, insurance eligibility, financial counseling, customer service standards, and EHR and scheduling systems. Collaborates with Patient Access Leads to provide ongoing coaching and workflow reinforcement. Maintains training materials, workflow documentation, and competency checklists. Identifies operational gaps and develops targeted retraining or corrective action plans. Leads workflow implementation and operational change management initiatives. Ensures consistency in patient access operations across departments and clinic sites. Patient Experience & Service Excellence Promotes a patient‑centered culture focused on service excellence and access to care. Monitors patient experience metrics and identifies opportunities for improvement. Assists with resolution of patient complaints, service recovery situations, and escalated concerns. Collaborates with clinic leadership and care teams to improve communication, coordination, and patient flow. Supports initiatives focused on reducing barriers to care and improving access for underserved populations. Reinforces organizational standards for professionalism, communication, and patient engagement. Revenue Cycle & Compliance Collaboration Maintains a strong working relationship with Revenue Cycle leadership to support front‑end revenue integrity initiatives. Monitors registration quality, insurance verification compliance, authorization completion, and financial screening accuracy. Collaborates on denial prevention initiatives related to front‑end operations. Supports implementation of payer workflow changes and regulatory requirements. Ensures compliance with HIPAA regulations, HRSA requirements, organizational policies and procedures, payer requirements, and patient confidentiality standards. Assists with audits, quality reviews, and operational compliance initiatives. Performance Monitoring & Continuous Improvement Monitors and reports on key operational and patient access KPIs including registration accuracy, scheduling utilization, insurance verification compliance, authorization completion rates, no‑show rates, patient wait times, call performance metrics, and patient satisfaction scores. Uses operational data to identify trends, gaps, and improvement opportunities. Leads front‑end process improvement initiatives to enhance operational efficiency and patient experience. Participates in organizational committees, operational meetings, and strategic initiatives as assigned. Assists with implementation of new technologies, patient access tools, and workflow enhancements. Performs other duties as assigned. Position Requirements Education/Experience Associate degree in healthcare administration, business administration, healthcare management, or related field required. Or a minimum five (5) years of experience in a healthcare leadership role focusing on patient access, registration, scheduling, front office operations, or related healthcare operations required. Experience working in a Federally Qualified Health Center (FQHC), ambulatory care, or multi‑specialty healthcare environment preferred. Experience with electronic health records (EHRs), scheduling systems, insurance verification tools, and front‑end revenue cycle processes required. Strong understanding of healthcare payer requirements, prior authorization workflows, and financial screening processes required. Language Skills Ability to effectively communicate with patients and employees from the organization. Ability to communicate in Spanish (oral and written) preferred. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. Sitting greater than 75% of the time. Walking and standing less than 25% of the time. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally bend and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Work Schedule Open availability to work a minimum of 40 hours during clinic operating hours. Clinics generally operate Monday – Thursday, 7 am – 7 pm, Friday, 7 am – 5 pm, and Saturday, 7 am – 3 pm. What We Offer As a full‑time employee, you will receive an impressive portfolio of benefits designed to help you maintain a comfortable lifestyle for you and your qualifying dependents, including Major Medical, Dental, Vision, Flexible Spending Account, Short‑term Disability, Long‑term Disability, Life Insurance, Employee Assistant Program, 403(b), Paid Time Off, including Holidays, and Qualifying employer for Public Service Loan Forgiveness (PSLF). Annual salary commensurate with experience. #J-18808-Ljbffr Pillar Health, a Division of KCHC