Patient Access Operations Lead

UCFS Healthcare; Norwich (CT); On-site; USD 60,000 - 64,000; Full time

Benefits offered by this job

401(k) plan with employer contribution

Employer paid life & disability

Health, dental, vision insurance

Paid time off and holidays

Learning & development opportunities

Job summary

UCFS Healthcare in Norwich, CT is seeking a full-time Patient Access Supervisor to lead Customer Service Representatives, oversee patient access workflows, and ensure accurate data capture in the EHR. You will collaborate with Operations, Clinical teams, Revenue Cycle, and EMR teams to resolve access issues and improve scheduling efficiency.

Requirements include an associate degree, 3 years in related healthcare roles, and 1 year of supervisory experience, with FQHC experience highly preferred.

Qualifications

• Associate degree in health administration, business, or related field preferred.
• 3 years of directly related experience in customer service, patient access, medical or behavioral health reception, registration, scheduling, insurance verification, revenue cycle, or similar healthcare setting.
• 1 year of supervisory, lead, or team coordination within healthcare revenue cycle management highly preferred.
• Equivalent combination of education and experience may be considered.
• FQHC experience highly preferred.

Responsibilities

• Provide direct supervision, coaching, mentoring, training, and day-to-day support to Customer Service Representatives to ensure exceptional service to patients, clients, and care team members.
• Monitor front-end workflows to ensure accurate and complete capture of patient demographic and insurance information in the EHR.
• Oversee pre-registration, registration, scheduling support, check-in, check-out, point-of-service collections, deposits, follow-up appointments, consents, required forms, and patient information updates.
• Support insurance verification and financial clearance workflows by ensuring staff follow established processes and elevate issues timely.
• Ensure all sliding fee scale applications are accurately processed and entered into the EMR system in accordance with established procedures.
• Manage patient work queues daily to ensure errors are reviewed and resolved prior to patient visits whenever possible.
• Serve as a front-line resource for Operations, Clinical teams, Revenue Cycle, and EMR team members by helping resolve patient access, scheduling, registration, and customer service issues.
• Collaborate with site managers and clinical leadership to support scheduling practices that promote access to care and a positive patient experience.
• Assist with implementation and streamlining of patient access workflows related to registration, insurance verification, customer service, and financial clearance.
• Ensure Customer Service Representatives follow relevant healthcare regulations, organizational policies, HIPAA requirements, and patient access procedures.
• Support onboarding, training, competency development, performance feedback, and routine personnel matters in collaboration with the Patient Access Manager.
• Track and monitor assigned patient access metrics, reports, work queues, and trends to identify opportunities for improvement and efficiency gains.
• Provide follow-up outreach to patients seeking UCFS services and support timely resolution of general inquiries.
• Promote a patient-centered, inclusive, collaborative, and participative team culture within Patient Access.
• Other duties as assigned by the Patient Access Manager.

Skills

Staff leadership

HIPAA compliance

Patient access workflows

EPIC familiarity

MS Office

Data analysis

Education

Associate degree in health administration or related field

Tools

EPIC EHR

Job description

UCFS Healthcare in Norwich, CT is seeking a full-time Patient Access Supervisor to lead Customer Service Representatives, oversee patient access workflows, and ensure accurate data capture in the EHR. You will collaborate with Operations, Clinical teams, Revenue Cycle, and EMR teams to resolve access issues and improve scheduling efficiency.

Requirements include an associate degree, 3 years in related healthcare roles, and 1 year of supervisory experience, with FQHC experience highly preferred.