Patient Access & Scheduling Leader

Shriners Children's; Spokane (WA); On-site; USD 55,000 - 83,000; Full time

Job summary

Shriners Children’s Spokane is seeking a Patient Access Supervisor to oversee the day-to-day patient access and scheduling in the on-site Contact Center. This role directly manages Patient Access Representatives and is accountable for quality, service levels, and timely access to care.

You will supervise workflows, monitor KPIs, coach staff, manage timekeeping and payroll, and collaborate with Practice Manager and regional leaders to standardize processes and improve patient experience.

Qualifications

• High School Diploma or GED required.
• 3 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment.
• Proficiency in Word, Excel, and Outlook.

Responsibilities

• Oversee daily patient access and scheduling operations for the assigned site Contact Center.
• Manage real-time workflows, staffing coverage, call volumes, and service levels.
• Provide hands-on operational support during high-volume periods or staffing shortages.
• Ensure accurate scheduling, registration, and pre-registration activities in compliance with policies.
• Monitor KPIs including call volume, handle time, and patient experience metrics.
• Directly supervise Contact Center staff and provide coaching and performance feedback.
• Support onboarding, training, and staff development.
• Manage timekeeping and payroll processes for direct reports.

Skills

Leadership

Communication

Critical thinking

Problem solving

Time management

Attention to detail

Team coaching

Collaboration

Education

Associates degree or higher

Tools

Epic

Call management software

Job description

Shriners Children’s Spokane is seeking a Patient Access Supervisor to oversee the day-to-day patient access and scheduling in the on-site Contact Center. This role directly manages Patient Access Representatives and is accountable for quality, service levels, and timely access to care.

You will supervise workflows, monitor KPIs, coach staff, manage timekeeping and payroll, and collaborate with Practice Manager and regional leaders to standardize processes and improve patient experience.