Patient Access Supervisor

Clinical Health Network For Transformation (CHN); United States; On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health Care Coverage

Flexible Spending Accounts and Health

Short-Term Disability and Basic Life &

Employee Assistance Program

Retirement Plan with 3% employer match

Job summary

Clinical Health Network for Transformation (CHN) is seeking a Patient Access Supervisor to oversee the Call Center team within the Patient Access Center, directing daily operations, resolving inquiries, and coordinating with clinical staff to ensure timely, patient-centered service.

The role emphasizes leadership, training, performance monitoring, equity, and collaboration across affiliates and departments to improve access and scheduling efficiency in a mission-driven environment.

Qualifications

• Associate degree and/or higher-level education in business or health services administration or equivalent experience.
• Two years or more experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office.
• Demonstrated supervisory or team leadership experience.
• English language proficiency.

Responsibilities

• Supervise a team of Patient Access Representatives to ensure all administrative and technical functions are handled efficiently.
• Serve as the knowledge expert and information resource for team members.
• Maintain competence and use critical thinking to promptly resolve patient inquiries.
• Provide coaching and training to staff to meet accuracy standards and service goals.
• Foster an equity-centered, patient-focused environment and collaborate across departments and affiliates.

Skills

Supervisory experience

Team leadership

Communication

Customer focus

Time management

Education

Associate degree or higher in business/health services administration

Bachelor’s degree in Health Care Administration or related field

Tools

EPIC EMR/EHR

Job description

The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.

CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization.

The Patient Access Supervisor is responsible for daily operations and specific administrative functions within the Clinical Health Network for Transformation (CHN) Call Center team in Patient Access. This includes the responsibility for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center, day-to-day support of staff, working messages to/from health centers, and managing incoming and outgoing phone calls. The supervisor will assist with frontline service delivery. The supervisor will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the supervisor will act as a single point of contact for initial communication with interdependent functions regarding the Call Center within Patient Access. As such, they are responsible for facilitating bidirectional communication between frontline staff, other Patient Access Center functions, and leadership. As a leader, the supervisor encourages a patient focused, cost-effective, and high-quality environment for all front-line interactions. The Patient Access Supervisor reports directly to the Patient Access Manager.

Essential Functions

• Supervise a team of Patient Access Representatives to ensure all administrative and technical functions of the Patient Access Center are being handled efficiently and effectively
• Serve as the knowledge expert and information resource for team members
• Maintain competence and use critical thinking skills to promptly resolve patient inquiries that include:

• Assisting patients with identifying a provider and scheduling appointments appropriate to the care needed
• Offering prompt assistance to patients for a variety of services that are not limited to
• Reproductive health care and abortion services
• Providing price estimates for scheduled and unscheduled services
• Screening for financial assistance programs
• Booking, canceling, and rescheduling appointments
• Addressing patient escalations and effectively seeing them through to resolution
• Relaying patient communications to provider
• Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospective
• Reach service goals through targeted approach; report performance weaknesses; record data, evaluate performance, and assess opportunities for improvement
• Maintain strong communication and working relationships with patients, staff, and clinical teams
• Recommend policies and procedures for the department. Update current policy and procedure manuals as required. Apprise staff of changes.
• Monitor and report key metrics
• Communicate and operationalize vision; encourage cooperative and customer-focused employee culture
• Audit performance and provide education to frontline team members to maintain or exceed accuracy standards and communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts
• Work collaboratively with affiliates on issues related to appointment scheduling
• Represent the department in meetings and on committees for root cause analysis related to scheduling issues
• Work with managers to provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals
• Provides training to Patient Access Representatives, as needed
• Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
• Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
• Work and build trust across cultural differences
• Manage and mentor a culturally diverse team, including creating and sustaining an organizational culture that fosters inclusiveness and equity
• Provide positive and development feedback and accountability related to practices including, but not limited to, equity

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.

Qualifications And Experience (Required)

• Associate degree and/or higher-level education, completed coursework in business or health services administration, or equivalent experience
• Two years or more experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office
• Prior supervisory or Team Lead experience
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• English language proficiency
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values

Qualifications And Experience (Preferred)

• Bachelor’s degree strongly preferred in Health Care Administration, or in a related field
• 2+ years of relevant experience at the leadership level
• Experience with EPIC EMR/EHR
• Working-level secondary language proficiency

Key Requirements

• Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organizational culture
• Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards

$25 - $38 an hour

CHN believes in fair and equitable pay. Above is the pay range for this role. Please note that actual salaries may vary within the range, based on factors including, but not limited to, education, training, experience, professional achievement, and business need. Placement higher in the range is typically reserved for candidates with extensive, directly related experience and a demonstrated record of exceptional expertise.

CHN provides employees with a competitive benefits package; some highlights include the following:

• Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
• Flexible Spending Accounts and Health Savings Account
• Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
• Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
• Employee Assistance Program
• Retirement Plan, 3% employer match after one year of service
• Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays

Clinical Health Network for Transformation (CHN) is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial & social justice. We strongly encourage all persons to apply, including members from all racial and ethnic groups and members of the LGBTQIA+ community.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.