patient access operations supervisor

Position Title : Patient Access Operations Supervisor

Department: Business Office

Supervisor's Title : Revenue Cycle Manager

IHA #: XXXX

Position Summary

Under the strategic direction of the Revenue Cycle Manager and Chief Financial Officer, this position provides organization-wide authority for establishing, implementing, and enforcing Patient Access workflows, standards, and front-end communication processes across all departments and locations of Valor Health. This role holds operational decision-making authority related to Patient Access processes and access-related service recovery, while working collaboratively with department leaders and Patient Access Supervisors through dotted-line functional relationships to ensure consistent execution, compliance, and operational effectiveness.

The position provides direct supervision of Patient Access and Patient Support staff assigned to the Business Office, including management and mentorship of the Patient Access Team Lead. In addition, this role serves as the operational leader for Patient Support functions related to patient access, including establishing customer service standards, directing front-end communication workflows, and leading real-time service recovery for access-related issues.

This role maintains dotted-line functional oversight of Patient Access activities performed in other departments and locations, providing guidance, standard-setting, training direction, and process enforcement, while day-to-day staff management remains with the respective department supervisors.

This position is responsible for operational patient support and access-related service recovery, including workflow decisions and corrective actions related to Patient Access processes. It does not perform enterprise grievance analysis, patient safety investigations, or system-wide patient experience analytics, which remain the responsibility of the Quality Department.

Through direct supervision and dotted-line functional authority, this role ensures standardized Patient Access workflows, high-quality service delivery, regulatory compliance, and efficient front-end revenue cycle operations throughout Valor Health. When operational alignment cannot be achieved through collaboration, this role is authorized to make final determinations regarding Patient Access process and compliance standards.

Principal Functions and Responsibilities

1. Leadership & Operational Oversight
   
   
   
   1. Directs and coordinates daily activities and workflow for Patient Access and Patient Support functions, with direct supervisory responsibility limited to Business Office–based staff and functional oversight across the organization.
   2. Manages staffing schedules and ensures appropriate coverage for Business Office registration, scheduling, and patient support functions; collaborates with department leaders regarding access coverage needs in other areas.
   3. Establishes initial and ongoing training standards for Patient Access and Patient Support staff, ensuring consistent, professional service behaviors across all patient-facing access points.
   4. Demonstrates exceptional customer service and serves as a role model for communication, professionalism, and patient engagement.
   5. Serves as the escalation point for complex patient questions or concerns requiring a higher-level operational response.
2. Patient Support & Customer Service Functions
   
   
   
   1. Oversees Patient Support operations including call-handling workflows, phone etiquette standards, message routing, and front-end communication processes across Valor Health.
   2. Ensures callers receive timely, accurate information and are connected with appropriate departments or clinical teams.
   3. Oversees wayfinding and patient navigation services, ensuring patients, families, and visitors receive effective and compassionate assistance.
   4. Leads operational service recovery efforts related to patient access, registration, scheduling, communication, and navigation, ensuring timely resolution of front-end access concerns.
   5. Tracks and reports operational patient support and access-related service metrics (e.g., call response times, abandonment rates, access-related complaints).
   6. Collaborates with the Quality Department on enterprise patient experience reporting and improvement initiatives.
3. Registration, Scheduling & Intake Processes
   
   
   
   1. Maintains expert-level knowledge of patient scheduling, registration, intake processes, insurance benefits, eligibility verification, medical necessity requirements, and authorization workflows.
   2. Ensures admission and registration processes are timely, compliant, and completed in a professional manner.
   3. Demonstrates the ability to explain conditions of admission, patient rights and responsibilities, advanced directives, HIPAA and privacy practices, and billing and financial policies.
   4. Possesses high-level understanding of managed care contracts and payer requirements to support accurate communication with patients and operational decision-making.
   5. Ensures coordination of pre-registration, authorization, and required documentation prior to services.
   6. Assists with admitting patients for outpatient surgical and minor procedures as needed.
4. Patient Flow & Throughput Management
   
   
   
   1. Monitors patient flow across clinics and hospital entry points through coordination with department leaders, minimizing wait times and supporting timely movement of patients.
   2. Integrates Business Office workflows with clinical departments, ancillary services, and external partners to maintain accurate patient flow.
   3. Identifies bottlenecks and collaborates with leadership to implement workflow improvements.
5. Quality Assurance & Performance Monitoring
   
   
   
   1. Conducts routine reviews of Business Office staff work and performs functional audits of patient access processes organization-wide, including registration accuracy, eligibility verification, documentation completeness, and service quality.
   2. Runs and reviews KPIs such as insurance accuracy, POS collections, scheduling accuracy, call performance, and access-related service metrics.
   3. Uses audit findings to identify training needs, revise processes, and improve service and intake accuracy.
   4. Reviews access-related patient satisfaction feedback for operational improvement and partners with the Quality Department on trend analysis, root cause review, and system-level improvement initiatives.
   5. Participates in continuous quality improvement and continuous learning activities.
6. Policy, Compliance & Interdepartmental Collaboration
   
   
   
   1. Ensures compliance with CMS, CAH requirements, EMTALA, Idaho Patient Act, HIPAA, and Valor Health policies.
   2. Acts as a liaison between internal departments and external partners to streamline workflows and ensure efficient documentation and access processes.
   3. Participates in developing departmental goals, objectives, policies, and procedures related to patient access and patient support.
   4. Collaborates with the Revenue Cycle Manager, CFO, clinical leaders, and the Quality Department to improve revenue cycle performance, patient throughput, and access-related service outcomes.
   5. Refers formal grievances, patient safety concerns, and systemic patient experience issues to the Quality Department per established policy.
7. Technology, System Support & Implementation
   
   
   
   1. Assists in the evaluation, recommendation, and implementation of patient access and patient support technology solutions.
   2. Supports system upgrades, EMR transitions, and process redesign projects to improve operational efficiency and customer service.
   3. Ensures Business Office staff are trained and proficient in all relevant systems, tools, and communication platforms; supports training for other departments as workflows change.
8. Additional Duties
   
   
   
   1. Conducts and participates in department and interdepartmental meetings.
   2. Ensures compliance with all Valor Health policies and procedures.
   3. Performs other duties as assigned.

Position Qualifications/Requirements/Preferences:

1. Education:
   
   
   
   1. High school diploma or equivalent required.
   2. Associate degree in Business Management, Healthcare Administration, or related field preferred.
2. Experience:
   
   
   
   1. Minimum of three years recent experience in patient access, registration, scheduling, customer service, or revenue cycle required.
   2. Minimum of two years supervisory or lead experience preferred.
   3. Experience with EMR/EHR systems and scheduling platforms preferred.
3. Skills/Abilities:
   
   
   
   1. Excellent customer service and communication skills.
   2. Strong ability to coach, mentor, and develop staff.
   3. Strong knowledge of health insurance, Medicare/Medicaid, and managed care.
   4. Effective critical thinking and problem-solving skills.
   5. Ability to work under pressure, manage high workload, and prioritize tasks.
   6. Ability to adapt quickly to changing conditions and integrate new processes.
   7. Strong attention to detail, accuracy, and confidentiality.
   8. Proficient in Microsoft Office applications.

Physical Requirements

1. Extensive walking and standing.
2. Lifts, positions, pushes, and/or transfers patients as needed.
3. Lifting, reaching, hand-eye coordination, speaking, clear vision, motor skill and dexterity.