Patient Access Supervisor

Who We Are PACE by IIH is empowering senior participants to age at home with dignity through personalized, comprehensive care plans that deliver high-quality health and human services along with strong community support. Through an interdisciplinary and participant-centered model of care, PACE by IIH is committed to improving quality of life, promoting independence, and providing compassionate support tailored to the unique needs of each participant. Our team works collaboratively to deliver innovative, community-based healthcare solutions that allow seniors to remain safely and comfortably in their homes while receiving the care and services they need to thrive. 401(k) Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance Who We Are PACE by IIH is empowering senior participants to age at home with dignity through personalized, comprehensive care plans that deliver high-quality health and human services along with strong community support. Through an interdisciplinary and participant-centered model of care, PACE by IIH is committed to improving quality of life, promoting independence, and providing compassionate support tailored to the unique needs of each participant. Our team works collaboratively to deliver innovative, community-based healthcare solutions that allow seniors to remain safely and comfortably in their homes while receiving the care and services they need to thrive. Benefits 401(k) Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid sick time Paid time off Referral program Retirement plan Vision insurance Job Summary The Patient Access Supervisor, under the direction of the Operations Manager, assists with the day-to-day operational oversight, performance management, and workflow optimization of the Patient Access team, including Order Input, Referrals, Authorizations, Scheduling and Confirmations. This role assists in ensuring that productivity, quality, and turnaround time standards are consistently met while maintaining compliance with internal policies and requirements. The Patient Access Supervisor, provides direct leadership, coaching, and accountability for team members, serves as the first point of escalation for complex issues, and actively monitors and improves departmental performance. This position functions as both a hands-on operational resource and a frontline leader, supporting staff while driving efficiency, consistency, and high-quality patient access services. Travel to other Innovative Integrated Health locations on occasion is necessary for coverage needs and management oversight. Essential Job Functions Duties include, but are not limited to: Tracking daily operations of order input, authorizations, scheduling and confirmation workflows to ensure timely and accurate processing. Monitors team productivity, work queues, and turnaround times to ensure service level expectations are met. With the oversight of the Operations Manager, ensures Patient Access team is completing patient appointments, authorizations, and documentation are completed in accordance with physician guidelines and organizational policies. Coordinates workload distribution and staffing coverage to maintain operational efficiency across all sites. Provides input to Operations Manager regarding staff performance, addressing productivity or quality concerns, coaching, and real-time feedback to Patient Access staff. Monitors individual and team performance and assists in addressing productivity or quality concerns in a timely manner. Participates in and provides input for Patient Access Team performance evaluations. Supports disciplinary actions and performance improvement plans in collaboration with Operations Manager. Leads team huddles, meetings, and ongoing communication to reinforce workflow expectations and performance standards. Fosters a culture of accountability, professionalism, teamwork, and exceptional customer service. Serves as the first point of escalation for Patient Access leads regarding complex order input, scheduling authorization/referral, and confirmation issues. Resolves workflow barriers, issues, and coordination challenges in a timely manner. Identify and recommend processes to improve optimal operational workflow and efficiencies in Patient Access. Identifies workflow inefficiencies and supports process improvement initiatives to enhance productivity and service quality. Conducts quality reviews and audits to ensure accuracy of authorizations, scheduling, and documentation. Monitors daily, weekly, and monthly productivity and turnaround-time metrics and takes corrective action as needed. Ensures compliance with regulatory requirements, internal policies, and payer guidelines. Oversees training of new hires and ongoing trainings within the department. Provides mentoring to Patient Access Leads. Ensures staff maintain proficiency in systems, processes, and job functions. Reinforces standardized workflows and best practices across the team. Serves as a resource and subject matter expert for Patient Access functions. Oversight of timecard management by reviewing timecards, attendance tracking, and schedule management. Prepares reports, correspondence, and documentation as requested by management. If needed, communicates effectively with internal departments, providers, and external partners as directed. Assists in identifying departmental needs, including staffing, tools, and resources. General Responsibilities Demonstrates an understanding of and adherence to patient confidentiality regulations. Develops and maintains proficiency in the software and systems utilized in the department. Supports system implementations, upgrades, and workflow changes. Attends and participates in staff meetings, trainings, and assigned projects. Adheres to company policies, procedures, and attendance expectations. Performs all other related duties as assigned. Travel to other Innovative Integrated Health locations on occasion is necessary for coverage needs and management oversight. Position is required to be onsite Knowledge, Skills and Abilities Strong knowledge of patient access functions, including scheduling, referrals, and prior authorizations. Ability to lead, motivate, and manage staff in a fast-paced healthcare environment. Ability to monitor, analyze, and improve team performance using data and metrics. Effective leadership, coaching, and conflict resolution skills. Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. Excellent communication skills, both verbal and written. Proficient in Electronic Health Records (EHR) systems. Proficient in MS Office applications (Word, Excel, Access, PowerPoint, Teams, and Outlook). Ability to quickly learn departmental systems, policies, procedures, goals, and services. Strong attention to detail, accuracy, and problem-solving abilities. Ability to adapt to changing priorities and operational needs. Working Conditions and Physical Demands The working conditions and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to access all areas of the center throughout the workday. Ability to lift a minimum of 35 pounds occasionally, 15 pounds frequently, and 7 pounds constantly; required to obtain assistance of another employee when attempting to lift or transfer objects over 50 pounds. Requires constant hand grasp and finger dexterity; frequent sitting, standing, walking and repetitive leg and arm movements, occasional bending, reaching forward and overhead; squatting and kneeling. Ability to communicate verbally with an excellent comprehension of the English language. Work is generally performed in an indoor, well-lit, well-ventilated, heated, and air-conditioned environment. Experience Minimum of (3) three years of demonstrated successful experience in patient access, referrals, authorizations and/or scheduling within a healthcare or managed care environment in a lead or supervisory role with direct responsibility in managing multi-disciplinary staff and non-exempt employees. Demonstrated experience managing team performance, productivity, and workflow operations. Strong customer service and health insurance knowledge required. EMR/EHR and referral management system experience required. Minimum of one (1) year of documented experience working with a frail or elderly population. Education and Certification Associate’s degree in Healthcare Administration, Business Administration, or related field required (or equivalent combination of education and relevant work experience). Bachelor’s degree, strongly preferred.. Is medically cleared for communicable diseases and has all immunizations up-to-date before engaging in direct participant contact. Core Values CARE is central to what we do, prioritizing the well-being, dignity, and independence of our senior participants. COMPASSION in every interaction, ensuring kindness, empathy, and understanding guide our care. CULTURE that reflects the diverse backgrounds of those we serve and fosters a workplace where every team member feels supported, valued, and empowered to grow. COMMUNITY that fosters connection, belonging, and support for participants and their families. COMMITMENT to quality improvement, innovation, and delivering healthier outcomes. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. #J-18808-Ljbffr Innovative Integrated Health