Supervisor Patient Access Quality

Job Title: Patient Access Supervisor (Quality-Focused)  Department: Patient Access

Reports to: Director, Patient Access FLSA Status: Non-Exempt (Hourly)

Job Summary:

The Patient Access Supervisor is responsible for overseeing daily operations of patient registration, scheduling, insurance verification, and front-end revenue cycle functions. This role ensures high-quality, accurate, and compliant patient access processes that support optimal patient experience, regulatory adherence, and financial performance.

The Supervisor leads staff to achieve excellence in data integrity, customer service, and throughput while promoting a culture of accountability and continuous quality improvement.

Additionally, this role supports departmental and organizational needs by performing additional duties as assigned by leadership.

Duties/Responsibilities:

1. Quality & Compliance Oversight

• Monitor and enforce adherence to regulatory standards including Centers for Medicare & Medicaid Services, and Health Insurance Portability and Accountability Act.
• Conduct routine quality audits on registrations (e.g., demographic accuracy, insurance verification, authorization capture).
• Ensure compliance with medical necessity, consent, and financial disclosure requirements.
• Develop and track quality KPIs such as: 
  • Registration accuracy rate
  • Insurance verification rate
  • Authorization/pre-certification compliance
  • Point-of-service (POS) collections accuracy
• Identify trends and implement corrective action plans.

2. Operational Leadership

• Supervise daily workflows across Patient Access areas (ED, inpatient, outpatient, scheduling, precert).
• Ensure appropriate staffing coverage and productivity standards are met.
• Manage patient flow to minimize wait times and improve throughput.
• Collaborate with clinical departments to align registration processes with care delivery.

3. Staff Development & Performance Management

• Recruit, train, and mentor Patient Access staff.
• Conduct performance evaluations with a focus on quality metrics and service excellence.
• Provide ongoing coaching for accuracy, compliance, and patient engagement.
• Lead regular staff meetings focused on quality improvement and updates.

4. Patient Experience & Service Excellence

• Promote a culture of service aligned with hospital patient experience goals.
• Address patient concerns related to registration, billing, or access issues.
• Ensure staff maintain professionalism, empathy, and confidentiality.

5. Revenue Cycle Support

• Ensure front-end processes support clean claims and reduce denials.
• Oversee insurance eligibility verification, and authorization processes.
• Monitor and improve POS collections.
• Partner with Revenue Cycle, and UM teams to reduce rework and denials.

6. Reporting & Performance Monitoring

• Analyze operational and quality reports to identify gaps and opportunities.
• Maintain dashboards for key quality and productivity indicators.

7. Process Improvement

• Lead and participate in process improvement initiatives.
• Standardize workflows to reduce variation and errors.
• Implement best practices in patient access and registration accuracy.

Required Skills/Abilities: 

• Strong knowledge of patient access systems, insurance verification, and regulatory requirements.
• Familiarity with electronic health record (EHR) systems (e.g., Epic Systems, Cerner, Meditech).
• Understanding of revenue cycle processes and denial prevention strategies.
• Excellent analytical, problem-solving, and organizational skills.
• Strong interpersonal and communication skills.

Education and Experience:

• Bachelor’s degree in healthcare administration, business, or related field preferred (or equivalent experience).
• 3–5 years of Patient Access or healthcare registration experience.
• 1–2 years of supervisory or leadership experience preferred.

Work Environment

• Fast-paced hospital setting
• Requires flexibility to support multiple shifts, including weekends/holidays as needed.

Leadership Competencies

• Accountability for quality outcomes
• Data-driven decision-making
• Staff engagement and development
• Continuous improvement mindset
• Strong collaboration across departments

Effective Date: 4/27/2026

Revision Date(s): NA