Operations Supervisor, Patient Access Services / Connections

experiencedAlliedHealth; Indianapolis (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

Eskenazi Health is seeking an Operations Supervisor for Patient Access Services – Connections in Indianapolis. The role oversees 24-hour operations, staff engagement, scheduling, referrals, and departmental performance to ensure efficient, patient-centered access and timely insurance verification.

The position requires a bachelor’s degree with experience in Patient Access or Revenue Cycle Services, plus relevant certifications.

Qualifications

• Requires bachelor’s degree (B.S.) with two years of progressively responsible experience in Patient Access or Revenue Cycle Services.
• HBI certification as a Patient Access Specialist and Indiana Navigator Certification required at hire or must be obtained within the probationary period
• HBI Revenue Cycle Leadership Certification required at hire or must be obtained within one year
• Contact Center Experience Preferred.

Responsibilities

• Performs all KRONOS payroll functions on time and ensures accurate timecards for all Connections’ staffing.
• Prepares, monitors, and adheres to the annual departmental operating budget and implements expense reductions as needed.
• Provides business direction to procedures, policies, and workflows to meet goals.
• Assumes responsibility for escalated departmental complaints with full investigation and action plan.
• Monitors and improves scheduling, patient referrals, and process improvements across the department.
• Interfaces with Information Services/Telecommunication and outside vendors to troubleshoot system issues.
• Acts as information liaison between Connections and Eskenazi Health and external entities.
• Coordinates staffing, hiring, performance evaluations, and staff development.

Education

Bachelor’s degree (B.S.)

Associate degree (A.S.)

Job description

26845

Operations Supervisor, Patient Access Services / Connections

We asked Dawn, CEO - Eskenazi Health Center:
Q
What do you enjoy most about your role with Eskenazi Health Primary Care and working with the community?
Hear from our team! Employee Q&A
We asked Christia , Chief Human Resources Officer:
Q
Why Eskenazi Health?
Hear from our team! Employee Q&A

Date: Oct 5, 2026

Location: Indianapolis, IN, US, 46202

Organization: HHC

Division: Eskenazi Health

Sub-Division: Hospital

Req ID: 26845

Schedule: Full Time

Shift: Days

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.

Job Role Summary

The Operations Supervisor, Patient Access Services – Connection, has 24-hour accountability with collaboration of the Operations Manager, Patient Access Services - Connections, for the overall management and direction of all Connections’ platforms and departmental operations (departmental operations include, but are not limited to, clinical services, quality and regulatory readiness, financial and operational management, and the management/engagement of staff to achieve organizational goals). In collaboration with the Connections’ Manager, the Supervisor also serves a primary role of the facilitation and development of the department and all subsidiaries. Secondarily, the Supervisor is responsible for ensuring that service delivery and integrated care is managed in an efficient and methodical manner, which supports cost savings while holding the needs of the patient population at a high priority. This position ensures efficient, effective, and standardized operations in scheduling, patient referrals, process management and improvement, quality performance, customer-centric focus, human resource management, and demographics collection including insurance capture and verification. This position develops and manages timelines, leads project planning, and coordinates deliverables in collaboration with external partners, while fostering a supportive environment for all staff. This position reports to the Operations Manager, Patient Access Services, Connections under leadership of the Revenue Cycle Director, Patient Access Services – Pre-Services.

Essential Job Functions

• Performs all necessary KRONOS payroll functions on time and ensures accurate timecards for all Connections’ staffing and acts as a secondary owner (behind Connections’ Manager)
• Contributes, prepares, and monitors the annual departmental operating budget, adherence to budget compliance, and implements direct expense reductions as necessary. This includes, but is not limited to, analyzing changes in production and developing action plans as required
• Provides business direction and constructive input to all aspects of departmental procedures, policies, and workflows used in practice to ensure adherence to departmental and organizational goals
• Assumes responsibility and ownership of escalated departmental related complaints associated with customer service accompanied by a full investigation and action plan if needed
• Active participant in Eskenazi Health interdisciplinary committees, task forces, and projects as required
• Monitors the success and efficiency of the Connections’ hospital activation and transfer system platform and ensures consistent collaboration among all associated stakeholders
• Interfaces with Eskenazi Health’s Information Services and Telecommunication departments and/or outside vendors to troubleshoot/resolve system and software problems
• Serves as a primary information liaison between Connections and internal Eskenazi Health departments, external hospitals, insurance companies, physician offices, and other entities (as applicable)
• Assumes responsibility and ownership of escalated departmental related complaints associated with customer service accompanied by a full investigation and action plan if needed
• Works in conjunction with the Care Transitions analyst team to create and implement procedures that will streamline departmental processes while communicating any changes to departmental staff
• Orders and maintains inventory of all departmental supplies
• Participates in the process of interviewing and performs independent hiring of new staff: works with leadership and/or Human Resources to hire, terminate, conduct performance evaluations, train, orient, implement disciplinary action.
• Maintains adequate levels of staffing and assures equitable scheduling of assigned employees in accordance with the approved staffing patterns and policies of the department
• Creates, maintains, and oversees staff schedules and manages the time off (PTO) process for areas of responsibility; schedules are to reflect at least 30 days in the future (or next two pay periods)
• Monitors productivity and proactively works to reduce departmental overtime hours utilized and increase departmental efficiency
• Meets with staff individually to discuss performance, accountability, and professional development plans
• Provides daily staffing updates to leadership and departmental staff members to ensure proper staff counts for the workday; task must be completed the first hour of Supervisor shift start
• Daily monitoring of departmental key performance indicators, departmental call data, individual staff daily metrics (this job function extends to weekly and monthly departmental data)
• Updates and maintains all departmental huddle boards and communicates performance statuses to all departmental staff
• Ensures that all EPIC work queues related to Connections’ departmental functions are monitored and cleared within the guidelines established by the department.
• Ensures accurate collection of demographic information, including insurance capture and verification.

Job Requirements

• Requires bachelor’s degree (B.S.) with two years of progressively responsible experience in Patient Access or Revenue Cycle Services experience OR associate degree (A.S.) with three years of progressively responsible experience of three years in Patient Access or Revenue Cycle Services experience
• HBI certification as a Patient Access Specialist and Indiana Navigator Certification required at hire or must be obtained within the probationary period
• HBI Revenue Cycle Leadership Certification required at hire or must be obtained within one year
• Contact Center Experience Preferred.

Accredited by The Joint Commission and named as one of Indiana’s best employers by Forbes magazine for two consecutive years and the top hospital in the state for community benefit by the Lown Institute, Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana and Sandra Eskenazi Mental Health Center, the first community mental health center in Indiana, just to name a few.