Access Services Supv

100 Albany Med Health System; City of Albany (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

100 Albany Med Health System is looking for an operational leader to oversee the Emergency Department Access Service. The ideal candidate will manage daily operations, improve patient throughput, and conduct employee coaching. An Associate’s Degree is essential, with a preference for a Bachelor’s. The role demands strong organizational and leadership skills to maintain performance metrics in a fast-paced environment.

Candidates should bring 3-5 years of hospital experience and knowledge of billing and registration practices. Effective communication skills are a must.

Qualifications

• 3-5 years of hospital billing and/or registration experience.
• Strong knowledge of billing, registration regulatory requirements.
• Supervisory experience with demonstrated leadership success.

Responsibilities

• Oversees daily operations of the Emergency Department Access Service.
• Ensures accurate and expeditious registration.
• Tracks FMLA and monitors employee performance issues.

Skills

Effective communication

Motivational leadership

Problem solving

Time management

Customer focus

Education

Associate’s Degree

Bachelor’s Degree

Tools

Spreadsheets/Excel

Job description

Key Responsibilities

Oversees daily operations of the Emergency Department Access Service unit, including scheduling, break and meal time coordination, onboarding and orientation of new staff, approval of personal leave, and sign‑off on Kronos weekly. Tracks FMLA, monitors lateness and unplanned absences, and escalates performance issues to the manager.

Ensures accurate and expeditious registration, facilitates patient throughput, and ensures point‑of‑service collection while maintaining key performance indicators such as door‑to‑triage, door‑to‑full registration, chest‑pain door‑to‑EKG, and pharmacy capture.

Manages operational training schedules, addresses staff burnout, supports unscheduled system outages by managing volume manually, and takes on front‑line duties due to patient volume.

Provides 24×7 coverage decisions for employee issues, assists the manager in decision‑making, employee counseling, coaching, and performance reviews, and handles safety issues or escalation to security when warranted.

Monitors compliance with EMTALA regulations, ensures a positive inclusive environment free of harassment, audits workflows in real time, updates training manuals, and ensures regulatory forms for inpatient or observation transfer completion. Ensures timely annual evaluations.

Operational Environment

• Operational stress due to acuity and volume of patients
• Administrative on‑call for employee and scheduling issues, call outs
• 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 addressing staff burnout
• Managing unscheduled system outages by manually handling patient volume via paper and whiteboards
• Exposure to death of pediatric and adult patients
• Exposure to multiple traumas, including loss of limb and self‑inflicted gunshot wounds

Functional Competencies

• Effective communication, oral and written
• Motivational leadership and team building
• Decision‑making and conflict resolution
• Time management and mentoring support
• Social and emotional intelligence
• Accountability, technical proficiency, and problem solving

Qualifications

• Associate’s Degree required; Bachelor’s preferred
• 3–5 years of hospital billing and/or registration experience (5–7 years if no associate degree) and Emergency Department experience preferred
• Strong knowledge of billing, registration regulatory requirements, and revenue‑cycle best practices for inpatient and outpatient services
• Supervisory experience with demonstrated leadership success
• Proficiency in spreadsheets/Excel
• Customer focus with an emphasis on optimal patient experience
• Knowledge of IT integration concepts and system issue identification
• Policy and procedure development and adult learner training resource development
• Strong verbal and written communication with presentation skills

Physical Demands

Standing frequently, walking, sitting, pushing, pulling, kneeling, talking, hearing, repetitive motions, with noise exposure and occasional hazards.

Legal and Confidentiality

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including HIPAA‑protected health information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that access is based on a "need to know" and is the minimum necessary to perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed. Reasonable efforts are made to protect from unauthorized access or modification.

Equal Opportunity Employer

Albany Medical Center is an equal opportunity employer.