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Patient Access Supervisor

Supervise daily Patient Access activities in a hospital environment. Provide guidance, mentoring, and training to new and existing Patient Access staff. Support proper handling of patient accounts and aid in resolving escalated issues.

Job Locations: Little Rock, AR and Framingham, MA

Key Responsibilities

• Provide daily support, mentoring, and training for new hires and experienced Patient Access Representatives.
• Assist with short- and long-range planning for registration areas including Admitting, Centralized Scheduling, Emergency Department, and on- or off-site clinics.
• Maintain a high level of customer service at all times and help staff resolve patient or account issues.
• Enforce departmental policies, procedures, practices, and work rules in alignment with hospital and corporate guidelines.
• Assist in developing and implementing new policies and procedures as needed.
• Monitor daily activity and ensure the completion of performance and metric reports, including financial clearance and related reports.
• Perform special reporting and project work as assigned.
• Perform all Patient Access functions when needed to support operations.
• Act as part of the management team to ensure operational goals and performance targets are met.

Supervisory Responsibilities

• Supervise Patient Access Representatives (PA Rep IIV).
• Participate in interviewing, hiring, training, and onboarding staff.
• Plan, assign, and direct daily work for the Patient Access team.
• Conduct performance appraisals and provide feedback and coaching.
• Reward and discipline employees in accordance with policies and applicable laws.
• Address employee complaints and resolve workplace problems.

Knowledge, Skills, and Abilities

• Excellent interpersonal skills with the ability to interact effectively with patients, staff, and leadership.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Demonstrated leadership abilities in a healthcare or patient access setting.
• Thorough knowledge of healthcare information systems and patient registration systems.
• Clear understanding of Revenue Cycle Management and relevant regulatory agencies.
• Strong verbal and written communication skills with the ability to convey detailed information clearly.
• Ability to analyze and interpret operational metrics and performance reports.

Education and Experience

• High School Diploma or equivalent required.
• College degree preferred.
• Two- or four-year degree in Business, Accounting, Medical Administration, or a related field preferred.
• Four or more years of experience in a medical facility, health insurance, or related healthcare environment.
• Five or more years of Patient Access experience preferred.
• Two or more years in a supervisory or lead role preferred.

Work Conditions

• Must be able to work in a sitting position for extended periods.
• Work is performed in a hospital environment.
• Must be available to work hours and days as needed based on departmental and system demands.
• Must be available for on-call coverage as needed.