The Patient Access Supervisor directly manages the day-to-day patient access and scheduling operations for the Contact Center at their assigned site. This role provides direct supervision to Patient Access Representatives and is accountable for performance across key quantitative and qualitative measures, including quality assurance, patient experience, call volumes, average speed to answer, and related service metrics. This position manages patient access staff, assigns tasks based on the needs of the contact center, monitors new and established queues, provides training and education to patient access representatives and identifies issues that need to be addressed.
The Patient Access Supervisor uses data, reporting, and leadership judgment to identify performance trends, address operational challenges, and implement improvements that support timely access to care and service excellence. The Patient Access Supervisor conducts interviews, hires and counsels employees when needed and completes all direct report evaluations. This role partners closely with the Practice Manager and Regional Contact Center Manager to ensure consistent workflows, staff development, optimization, and a high-quality patient and family experience.
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Oversee daily patient access and scheduling operations for the assigned site Contact Center.
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Manage real-time workflows, staffing coverage, call volumes, and service levels to ensure patient and operational needs are met.
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Provide hands-on operational support during high-volume periods, staffing shortages, or urgent workflow needs as appropriate.
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Ensure accurate and timely scheduling, registration, and pre-registration activities in compliance with established policies and procedures.
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Manage performance and accuracy of scheduling across site scheduling in other facilities in their Market.
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Monitor, analyze, and report on key performance indicators (KPIs), including call volume, handle time, average speed to answer, quality assurance scores, and patient experience metrics.
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Maintain and review quality assurance data and performance dashboards related to scheduling and registration functions.
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Identify performance gaps, operational risks, and improvement opportunities; implement corrective actions and process enhancements in collaboration with leadership.
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Utilize data-driven insights to recommend operational improvements that support service excellence and efficiency.
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Directly supervise Contact Center staff, providing day-to-day guidance, coaching, and performance feedback.
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Foster a culture of accountability, teamwork, and service excellence through clear expectations and consistent leadership practices.
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Support onboarding, training, and ongoing development to ensure staff competency and adherence to performance standards.
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Partner with the Practice Manager and site leadership to ensure alignment between Contact Center operations and front-end clinic workflows.
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Collaborate with regional leaders and peer supervisors to support standardization, process improvement initiatives, and special projects.
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Contribute to continuous improvement efforts by identifying best practices and supporting change management initiatives.
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Track staff attendance, ensure accurate timekeeping for payroll processing, and approve Kronos each pay period for their direct reports.
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Maintain appropriate staffing levels to support operational demands, including coverage for absences and workload fluctuations.
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Oversee inventory needs and ensure supplies are available to support Contact Center operations.
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Provide front desk support as needed in coordination with the Practice Manager.
Required:
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High School Diploma / GED
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3+ years experience in patient access, scheduling, registration, or customer service in a healthcare environment field
Preferred:
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Associates degree or higher in relevent field of study
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1 year of supervisory, lead, or management experience in patient access, scheduling, registration, or customer service in a healthcare environment preferred
