Patient Access / Call Center Supervisor

Patient Access Representative (PAR) Supervisor

The Patient Access Representative (PAR) Supervisor serves as a key leader within front office operations and is often one of the first impressions of Proliance. This role is responsible for supervising the daily activities of the Patient Access team while ensuring a high level of patient satisfaction and operational efficiency.

The PAR Supervisor provides leadership, training, and development to Patient Access Representatives, while also supporting leadership in the overall supervision of the department. The role requires advanced knowledge of patient access workflows, including scheduling, registration, insurance verification, and patient flow management.

Location: Proliance Puget Sound Orthopaedics (Tacoma)

Schedule: Monday - Friday, 8:00am - 4:30pm

Key Duties and Responsibilities:

• Demonstrates a working knowledge of the Patient Access team's key duties and responsibilities, including scheduling, registration, insurance verification, and patient intake processes
• Ensure high-quality customer service across all patient access touchpoints, including phone-based interactions and electronic communications
• Manage the daily activities of front-end patient access operations, supporting efficient scheduling, registration, and documentation workflows aligned to revenue cycle needs
• Demonstrates and applies knowledge of regulatory requirements, payer guidelines, and patient access standards to ensure team compliance
• Maintain adherence to organizational policies, including risk management, confidentiality (HIPAA), and financial clearance practices
• Demonstrate advanced knowledge and use of practice management (PM) and electronic medical record (EMR) systems and ensure effective team utilization
• Interview, hire, onboard, and provide ongoing performance management, coaching, and feedback for Patient Access staff
• Establish and manage staff schedules, monitor timekeeping and attendance, and ensure appropriate coverage based on call volume and operational demand
• May perform Patient Access Representative duties as needed to support service levels and maintain timely patient access
• Train, educate, and develop Patient Access staff to support functional knowledge, cross-training, and consistent performance
• Monitor and evaluate workflows across scheduling, preregistration, and patient intake functions to improve efficiency and patient access outcomes
• Lead employees with accountability of expectations through coaching, mentoring, and performance management practices
• May perform audits of scheduling, registration, and documentation quality to ensure accuracy and provide feedback to staff
• Successfully manage and prioritize multiple tasks in a high-volume, call center-based environment
• Coordinate activities across departments and care centers to ensure timely patient access and a positive patient experience
• Assist with problem resolution, process improvement efforts, and departmental initiatives as directed by leadership

Education/Experience:

• High School diploma or the equivalent required
• (Preferred) Associates or Bachelor's degree or equivalent Lead experience (or proven experience as an exemplary PAR trainer/mentor) of the PAR function or equivalent customer-facing leadership experience

• 2-3 years relevant experience in public contact, preferably in a medical office environment
• Minimum 3 years front office, medical reception, or direct customer service experience
• Demonstrated knowledge of medical insurance, benefits, prior authorizations, and payer requirements strongly preferred.
• Practice Management and Electronic Medical Record experience

Knowledge, Skills and Abilities:

• Strong leadership and coaching skills
• Excellent customer service and communication
• Ability to manage multiple priorities
• Strong organizational and problem-solving skills
• Ability to adapt to change and work collaboratively

Work Environment/Physical Demands:

The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.

Work may be performed in an office and clinical environment. Requires corrected vision and hearing to normal range. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is required to sit for long periods of time, stand and walk, bend and stretch. Use of telephone and computer is required. Manual dexterity required for use of computer keyboard. Occasionally lifts and carries items weighing up to 40 pounds. May requires working under stressful conditions or working irregular hours.

Comments:

This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.