Access Services Supervisor

Albany-Medical-Center; Town of New Scotland (NY); On-site; USD 59,000 - 89,000; Full time

Job summary

Albany Medical Center is seeking an Emergency Department Access Service Supervisor to oversee daily ED operations, staffing, and patient throughput in a high-volume setting.

The role requires coordinating scheduling, onboarding, and regulatory compliance, with responsibility for onboarding, leave tracking, and ensuring timely bedside registration while maintaining a safe and inclusive environment.

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
• Strong proficiency in spreadsheet/EXCEL

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.
• 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.
• Onboarding and Orientation of new staff ensuring acclimation to the ED environment.
• Assist in performance reviews with goal of development and succession planning.
• Coordinate unscheduled system outages and manage patient volume manually when needed.
• Ensure EMTALA compliance and timely registration with regulatory forms.
• Maintain a safe and inclusive environment; manage in real-time workflow audits and update training materials.

Skills

Effective communication

Motivational leadership

Decision-making

Conflict Resolution

Time Management

Mentorship

Emotional Intelligence

Accountability

Technical Proficiency

Problem Solving

Education

Associate's Degree

Bachelor's Degree

Tools

Excel

Job description

Department/Unit:Admitting OperationsWork Shift:ED DIFF_DAY (United States of America)Salary Range:$59,066.00 - $88,599.00The 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 patientsAdministrative on-call for employee issues; scheduling issues; call outRequired to work front line or assist due to volume of patientsMultiple priorities with uncertain patient volumes and administrative tasks required to meet deadlinesManaging operational training schedules for new hires and managing staff burn out of the learning partner responsibilityResponsible to coordinate unscheduled system outages which results in managing patient volume manually via paper and white boardsExposed to death of pediatric and adult patientsExposed to multiple traumas of patients including but not limited to loss of limb, self-inflicted gunshot woundsAs 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 ResponsibilitiesOversight 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 captureMust be able to multi-task in a high stress environment with mission critical expectationsEnsure 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 warrantedAssists in yearly or as needed performance reviews with goal of development and succession planningEnsures appropriate coverage of patient facing areas including scheduling assigning self if situation warrantsEnsure compliance with EMTALA regulationsAssess request for time off while ensuring appropriate coverageSupport a positive environment, free of intolerance, harassment and behaviors not supporting an inclusive environmentEnsure audit of workflows in real time - assuring standardization and accuracy of registration – update Training Manual as neededEnsure patients requiring inpatient or observation stay have regulatory forms completed, prior to transfer to inpatient or observation unitEnsure timely completion of annual evaluationsEnsure a safe environment for staff and patients; escalating issues to Security as warranted.Functional CompetenciesEffective communication, oral and writtenMotivational leadership; team buildingDecision-makingConflict ResolutionTime ManagementGuidance Support – mentorshipSocial and Emotional IntelligenceAccountabilityTechnical ProficiencyProblem SolvingQualificationsAssociate's Degree - requiredBachelor's Degree - preferred3 – 5 years Hospital Billing and/or Registration experience or 5 -7 years’ experience absent an associate degree - requiredEmergency Department experience - preferredStrong knowledge of Billing and Registration regulatory requirements - requiredSupervisory experience; Demonstrated Leadership success - requiredUnderstanding of revenue cycle best practice principles – Inpatient and Outpatient servicesAbility to supervise in a highly stressful environment in a dynamically changing department with high patient acuityAbility to analyze; trend and track revenue cycle issues impeding ability to bill a clean claim; receive no denialExcellent proficiency in spreadsheet/EXCELStrong customer focus with eye on the optimal patient experience.Knowledge Information Technology integration concepts; identification of system issuesPolicy and Procedure development; Training Resource development of the adult learnerAbility to ‘think on feet’ for solution to operational issues impacting patient flowOrganized, methodical and strong time management skillDemonstrated success of managing a high-functioning team; and maintaining a strong positive cultureUnderstanding of Federal, State, EMTALA, Joint Commission, Medicare and Medicaid regulationsExcellent verbal and written skills with strong presentation skillEquivalent combination of relevant education and experience may be substituted as appropriate.Physical DemandsStanding - FrequentlyWalking - FrequentlySitting - FrequentlyPushing - OccasionallyPulling - OccasionallyKneeling - RarelyFeeling - FrequentlyTalking - FrequentlyHearing - FrequentlyRepetitive Motions - FrequentlyWorking ConditionsNoise - FrequentlyHazards - RarelyThank 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.