Head of Services - Support and Managed

Lead daily patient access operations that support accurate registration, efficient patient flow, and a positive patient experience. As the Patient Access Services Supervisor, you will oversee admitting, registration, insurance verification, authorizations, financial counseling, and account resolution activities across inpatient, outpatient, and emergency settings.

This role supervises staff performance, supports compliance with regulatory and departmental standards, and partners with clinical and operational teams to resolve access issues and improve workflows.

Supervise daily patient access functions across inpatient, outpatient, and emergency settings, ensuring accurate registration, insurance verification, authorizations, financial counseling, and required documentation.

Assign and monitor staff schedules to maintain coverage across registration points, including Admissions, the Emergency Department, and specialty areas.

Coach staff on admissions workflows, point‑of‑service collections, bed reservations, consent forms, Medicare notices, Patient Rights, Advance Directives, and financial screening processes.

Monitor staff productivity, quality, registration accuracy, and service standards through direct observation, real‑time coaching, and performance feedback.

Support point‑of‑service collection goals by tracking potential versus actual collections and implementing strategies to improve performance.

Work patient and account work queues, assign follow‑up items, and ensure timely resolution of registration errors, incomplete documentation, and account issues.

Manage staffing, payroll, non‑productive time, supplies, equipment, and operational readiness to support daily department needs.

Lead staff development, new hire orientation, competency training, performance evaluations, corrective actions, and team communication.

Collaborate with clinical teams, physician offices, referring facilities, Patient Business Services, Managed Care, IT, Medical Records, and other partners to resolve patient access barriers and improve operations.

31.51 to $62.64 hourly

Bachelor's degree in a related field and/or equivalent experience or training.

3 or more years of experience in patient access, registration, or healthcare operations.

Solid and effective ability to read, write, and speak English.

Demonstrated supervisory skills in daily operations, staff performance, scheduling, coaching, and staff development.

Solid knowledge of admissions, registration, insurance verification, financial counseling, payer requirements, third‑party billing practices, and medical terminology.

Working knowledge of Medicare, Medi‑Cal, commercial insurance guidelines, regulatory requirements, departmental policies, safety standards, and labor agreements.

Proficiency with electronic health records and registration systems.

Ability to analyze workflows, resolve operational issues, manage resources, prioritize competing demands, and exercise sound judgment under pressure.

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.

#