PSC Coordinator

Patient Access Supervisor

Lead a dedicated team that serves as the first point of contact for patients and visitors. As a Patient Access Supervisor, you'll oversee daily registration operations, mentor staff, improve workflows, and ensure every patient receives a seamless, compassionate, and efficient registration experience while maintaining the highest standards of accuracy, compliance, and customer service.

Essential Functions

• Lead and coordinate the daily operations of the Patient Service Center to ensure efficient, accurate, and patient-focused registration services.
• Supervise, coach, and support Patient Access staff by providing training, guidance, and ongoing performance feedback.
• Foster a positive, collaborative team environment focused on delivering exceptional customer service.
• Assist patients with registration questions, resolve complex issues, and manage escalated concerns with professionalism and empathy.
• Ensure patient demographic, insurance, and registration information is complete, accurate, and entered in accordance with hospital standards.
• Oversee insurance verification and authorization processes while supporting patients with insurance and billing-related questions.
• Monitor compliance with HIPAA, regulatory requirements, and organizational policies and procedures.
• Identify opportunities to improve workflows, reduce wait times, and enhance the overall patient registration experience.
• Partner with clinical, admissions, billing, and other departments to promote seamless communication and coordinated patient care.
• Track registration metrics, analyze operational data, and recommend process improvements to increase efficiency, quality, and team performance.
• Support staffing, scheduling, onboarding, and ongoing professional development initiatives as needed.

Qualifications

Education

Associate's Degree Healthcare Management required or Associate's Degree Related Field of Study required

Can this role accept experience in lieu of a degree?

Yes

Licenses and Credentials

Experience

Hospital registration or admissions experience 2-3 years required

Knowledge, Skills and Abilities

• Understanding of healthcare regulations, patient privacy laws (HIPAA), insurance verification processes, and electronic health records (EHR) systems.
• Strong organizational and interpersonal skills to coordinate activities, manage staff, and collaborate effectively with various stakeholders.
• Exceptional customer service skills with a focus on patient satisfaction and problem-solving abilities in resolving service-related issues.
• Memetic attention to detail in ensuring accurate and complete patient information and documentation.
• Excellent verbal and written communication skills to interact with patients, staff, and other healthcare professionals.

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Onsite

Work Location

789 Central Avenue

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$19.81 - $28.30/Hourly

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.