Access Services Supervisor

Albany Medical Center; New Leeds; On-site; GBP 43,000 - 65,000; Full time

Job summary

Albany Medical Center seeks an Emergency Department Access Service Supervisor to oversee daily ED operations, staffing, onboarding, and regulatory compliance. The role focuses on patient throughput, accurate registration, and timely performance reviews.

The ideal candidate will have 3–5 years in hospital billing/registration, strong Excel skills, and supervisory experience in a high-stress environment. This on-site role requires commitment to EMTALA and patient safety.

Qualifications

• Associate's degree required; Bachelor’s degree preferred.
• 3–5 years hospital billing/registration experience, or 5–7 years’ experience without an associate degree.
• Emergency Department experience preferred; strong knowledge of billing and registration regulations.

Responsibilities

• Oversight of daily ED operations ensuring patient throughput.
• Schedule staffing coverage and manage leave approvals.
• Onboard new staff and conduct performance reviews.
• Ensure EMTALA compliance and accurate registration.
• Coordinate responses to system outages and high patient volume.

Skills

Effective communication

Leadership

Decision making

Time management

Problem solving

Staff supervision

Billing & registration knowledge

Excel

Education

Associate's Degree

Bachelor's Degree preferred

Tools

Kronos

Billing software

Job description

Department/Unit:

Admitting Operations

Work Shift:

ED DIFF_DAY (United States of America)

Salary Range:

$59,066.00 - $88,599.00

The Emergency Department Access Service Supervisor is responsible for oversight of daily operations of respective unit, including scheduling for appropriate coverage, break and meal breaks. Onboarding and Orientation of new staff ensuring the staff member is acclimating to the Emergency Department environment. Approval of personal leave or combined leave time and tracking of FMLA, sign-off of Kronos weekly. Monitoring of lateness and unscheduled absences and escalating performance issues to manager. Understanding of an accurate and expeditious registration; facilitation of patient throughput and point of service collection is critical, including the regulatory requirements driving expectation.

The Supervisor in the Emergency Department must understand the environment and be able to execute at a high level despite patient flow:

• Operational stress due to acuity and volume of patients
• Administrative on-call for employee issues; scheduling issues; call out
• Required to work front line or assist due to volume of patients
• Multiple priorities with uncertain patient volumes and administrative tasks required to meet deadlines
• Managing operational training schedules for new hires and managing staff burn out of the learning partner responsibility
• Responsible to coordinate unscheduled system outages which results in managing patient volume manually via paper and white boards
• Exposed to death of pediatric and adult patients
• Exposed to multiple traumas of patients including but not limited to loss of limb, self-inflicted gunshot wounds

As the Emergency Department is a 24x7x365 Operation, the Supervisor may need to make 'on the spot' managerial decisions regarding employee issues. While this is not a primary responsibility, the Supervisory and Manager coverage may dictate that need.

Essential Duties And Responsibilities

• Oversight of daily operation in the Emergency Department assuring coverage to support efficient patient throughput; and assurance of key performance indicators as indicated by Emergency Department and Access Leadership includes but not limited to door to triage; door to full registration; Chest pain – door to EKG; pharmacy capture
• Must be able to multi-task in a high stress environment with mission critical expectations
• Ensure 90% or higher of bedside full registration is completed within 45 minutes of arrival.
• Responsible to support manager in for all human resource management including interview, hire, counseling, coaching for improvement and termination, as expected and warranted
• Assists in yearly or as needed performance reviews with goal of development and succession planning
• Ensures appropriate coverage of patient facing areas including scheduling assigning self if situation warrants
• Ensure compliance with EMTALA regulations
• Assess request for time off while ensuring appropriate coverage
• Support a positive environment, free of intolerance, harassment and behaviors not supporting an inclusive environment
• Ensure audit of workflows in real time - assuring standardization and accuracy of registration – update Training Manual as needed
• Ensure patients requiring inpatient or observation stay have regulatory forms completed, prior to transfer to inpatient or observation unit
• Ensure timely completion of annual evaluations
• Ensure a safe environment for staff and patients; escalating issues to Security as warranted.

Functional Competencies

• Effective communication, oral and written
• Motivational leadership; team building
• Decision-making
• Conflict Resolution
• Time Management
• Guidance Support – mentorship
• Social and Emotional Intelligence
• Accountability
• Technical Proficiency
• Problem Solving

Qualifications

• Associate's Degree - required
• Bachelor's Degree - preferred
• 3 – 5 years Hospital Billing and/or Registration experience or 5 -7 years’ experience absent an associate degree - required
• Emergency Department experience - preferred
• Strong knowledge of Billing and Registration regulatory requirements - required
• Supervisory experience; Demonstrated Leadership success - required
• Understanding of revenue cycle best practice principles – Inpatient and Outpatient services
• Ability to supervise in a highly stressful environment in a dynamically changing department with high patient acuity
• Ability to analyze; trend and track revenue cycle issues impeding ability to bill a clean claim; receive no denial
• Excellent proficiency in spreadsheet/EXCEL
• Strong customer focus with eye on the optimal patient experience.
• Knowledge Information Technology integration concepts; identification of system issues
• Policy and Procedure development; Training Resource development of the adult learner
• Ability to ‘think on feet’ for solution to operational issues impacting patient flow
• Organized, methodical and strong time management skill
• Demonstrated success of managing a high-functioning team; and maintaining a strong positive culture
• Understanding of Federal, State, EMTALA, Joint Commission, Medicare and Medicaid regulations
• Excellent verbal and written skills with strong presentation skill

Equivalent combination of relevant education and experience may be substituted as appropriate.

Physical Demands

• Standing - Frequently
• Walking - Frequently
• Sitting - Frequently
• Pushing - Occasionally
• Pulling - Occasionally
• Kneeling - Rarely
• Feeling - Frequently
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently

Working Conditions

• Noise - Frequently
• Hazards - Rarely

Thank you for your interest in Albany Medical Center!

Albany Medical Center is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:
Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Thank you for your interest in Albany Med Health System!

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:
Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.