Patient Access Supervisor

Supervise a team of Patient Access Representatives to ensure all administrative and technical functions of the Patient Access Center are being handled efficiently and effectively 

Serve as the knowledge expert and information resource for team members 

Maintain competence and use critical thinking skills to promptly resolve patient inquiries that include: 

Reproductive health care and abortion services 

Providing price estimates for scheduled and unscheduled services  

Screening for financial assistance programs 

Booking, canceling, and rescheduling appointments  

Addressing patient escalations and effectively seeing them through to resolution  

Relaying patient communications to provider 

Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospective 

Reach service goals through targeted approach; report performance weaknesses; record data, evaluate performance, and assess opportunities for improvement 

Maintain strong communication and working relationships with patients, staff, and clinical teams 

Recommend policies and procedures for the department. Update current policy and procedure manuals as required. Apprise staff of changes. 

Monitor and report key metrics 

Communicate and operationalize vision; encourage cooperative and customer-focused employee culture 

Audit performance and provide education to frontline team members to maintain or exceed accuracy standards and communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts 

Work collaboratively with affiliates on issues related to appointment scheduling 

Represent the department in meetings and on committees for root cause analysis related to scheduling issues 

Work with managers to provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals 

Provides training to Patient Access Representatives, as needed 

Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community 

Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems 

Work and build trust across cultural differences 

Manage and mentor a culturally diverse team, including creating and sustaining an organizational culture that fosters inclusiveness and equity 

Provide positive and development feedback and accountability related to practices including, but not limited to, equity 

Associate degree and/or higher-level education, completed coursework in business or health services administration, or equivalent experience 

Two years or more experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office 

Prior supervisory or Team Lead experience  

Customer focus and adaptability to different personality types 

Ability to multi-task, set priorities, and manage time effectively 

English language proficiency 

Demonstrated dedication to Planned Parenthood’s mission, vision, and values