Job Posting Title:
Patient Access Supervisor, Access Center, UT Health Austin
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Hiring Department:
Dell Medical School
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Position Open To:
All Applicants
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Weekly Scheduled Hours:
40
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FLSA Status:
Exempt from FLSA
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Earliest Start Date:
Immediately
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Position Duration:
Expected to Continue
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Location:
AUSTIN, TX
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Job Details:
JOB SUMMARY
The Patient Access Supervisor manages day-to-day operations of designated Access Center functions within the healthcare system, which may include patient registration, scheduling, referral coordination, and health information management. Reporting to the Patient Access Manager, this position provides direct supervision of assigned staff such as Patient Access Representatives, Referral Coordinators, Health Information Specialists, Health Access Partners and Access Center Operators. This role works closely with team leads in each functional area and the Patient Access Manager to ensure efficient workflows, compliance, and exceptional customer service. Responsibilities include performance management, staff development, and operational oversight to ensure all patient interactions are handled professionally and accurately. The Patient Access Supervisor collaborates with clinical teams, IT, and administrative leadership to resolve issues and optimize processes.
ESSENTIAL JOB FUNCTIONS:
Supervise Daily Operations
- Oversees assigned functional areas within the Access Center.
- Acts as point person for operational needs and escalations.
- Monitors call queues and patient flow to maintain service levels.
- Coordinates with other supervisors and team leads to balance workload and coverage.
- Maintains accurate documentation of operational activities.
- Ensures adherence to policies and procedures across assigned teams.
Staff Leadership and Development
- Assigns tasks and monitors performance for assigned staff.
- Provides coaching, mentoring, and corrective action as needed.
- Develops training plans and ensures staff competency.
- Supports recruitment, onboarding, and orientation of new hires.
- Partners with team leads to identify skill gaps and implement development plans.
Scheduling and Workflow Coordination
- Manages provider schedule block requests following approval processes.
- Coordinates with IT to resolve technical issues impacting workflow.
- Adjusts staffing based on call volume and patient demand.
- Ensures timely completion of referrals and registration tasks.
- Communicates changes in processes or schedules promptly.
- Works closely with team leads to streamline workflows and reduce bottlenecks.
Quality Assurance and Compliance
- Conducts audits of registration accuracy and referral completion.
- Performs call monitoring and quality reviews monthly/quarterly.
- Ensures compliance with HIPAA and organizational standards.
- Investigates and resolves patient or provider complaints.
- Implements corrective actions for identified process gaps.
- Collaborates with Patient Access Manager on compliance initiatives.
Reporting and Process Improvement
- Prepares and distributes productivity and performance reports.
- Analyzes trends and recommends operational improvements.
- Participates in special projects and system upgrades.
- Collaborates with leadership on policy updates and best practices.
- Tracks and reports resolution of technical issues.
- Provides feedback to team leads and manager for continuous improvement.
MARGINAL OR PERIODIC FUNCTIONS:
- Assists with timekeeping for assigned staff.
- Represents department in cross-functional meetings or committees.
- Supports disaster recovery and downtime procedures.
- Participates in professional development and industry networking.
- Provides coverage during staffing shortages.
- Adheres to internal controls and reporting structure.
- Performs related duties as required.
KNOWLEDGE/SKILLS/ABILITIES
Directing Others
- Provides clear direction, sets priorities, and delegates effectively to achieve results.
- Communicates expectations and goals clearly to staff and team leads.
- Holds individuals accountable for performance and deadlines.
- Adjusts direction quickly when priorities change.
Decision Quality
- Makes sound decisions based on analysis, experience, and judgment.
- Evaluates options and selects solutions that balance efficiency and compliance.
- Considers patient impact and organizational standards before acting.
- Escalates issues appropriately when higher-level input is required.
Managing and Measuring Work
- Establishes clear objectives and monitors progress toward goals.
- Tracks KPIs and productivity metrics for assigned teams.
- Provides timely feedback and corrective action when performance falls short.
- Implements systems to measure and report operational success.
Customer Focus
- Prioritizes patient and provider satisfaction in all interactions.
- Responds promptly to patient complaints and resolves issues effectively.
- Ensures staff deliver courteous, empathetic service.
- Monitors feedback and implements improvements to enhance experience.
Process Management
- Designs and improves workflows for efficiency and compliance.
- Identifies bottlenecks and implements solutions to streamline operations.
- Standardizes procedures across functional areas for consistency.
- Collaborates with IT and leadership to optimize systems and tools.
Interpersonal Savvy
- Builds strong relationships and communicates effectively across teams.
- Partners with team leads and Patient Access Manager to align goals.
- Mediates conflicts and fosters collaboration among staff.
- Maintains professionalism in high-pressure situations.
EDUCATION & EXPERIENCE
MINIMUM QUALIFICATIONS:
- Requires a Bachelor's Degree in Healthcare Administration, Business, or a related field.
- 5 or more years of patient access or healthcare registration experience.
- Relevant education and experience may be substituted as appropriate.
PREFERRED QUALIFICATIONS:
- 7 years of patient access experience in a hospital or large clinic setting.
- Experience in a supervisory or leadership role, preferably in a multi-site or high-volume environment.
LICENSES, REGISTRATIONS OR CERTIFICATIONS
REQUIRED:
PREFERRED:
$53,500+ depending on qualifications
WORKING ENVIRONMENT/EQUIPMENT
Standard office equipment
Repetitive use of a keyboard
May be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others.
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Employment Eligibility:
Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
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Retirement Plan Eligibility:
The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
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Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
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Equal Opportunity Employer:
The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.
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Pay Transparency:
The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
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Employment Eligibility Verification:
If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
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E-Verify:
The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:
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E-Verify Poster (English and Spanish) [PDF]
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Right to Work Poster (English) [PDF]
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Right to Work Poster (Spanish) [PDF]
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Compliance:
Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.
