Supervisor Patient Access/Call Center

Department: Clinic Reception

Employment Status (Full Time Equivalent): Full-Time (1.0 FTE)- 80 hours per pay period

Benefit Status: Full-time

Benefits include

• Health, Dental, and Vision Insurance
• Employee Health Clinic (health ): Our health clinic provides office visits and prescription medications for little to no cost to Alomere Health employees and their dependents who are on a medical insurance plan
• Retirement Savings: (401(k)) - All eligible employees of Alomere Health are automatically enrolled. All eligible employees are able to contribute on a pre-tax and/or post-tax basis and Alomere Health matches up to 6% of employee's contributions.
• Please see more details about our benefits here: https://alomerehealth.com/careers/#benefits

Hours

• Monday thru Friday: General hours fall between 6:00 am-5:00 pm
• Weekend & Holiday rotation for on call team support between the hours of 7:00 am-3:00 pm

Position Objective

The Patient Access Supervisor is responsible for providing day-to-day leadership, guidance, and operational support to assigned Patient Access teams across the organization, including the Centralized Call Center. Serving as a key resource for staff, this position provides direction, answers questions, assists with issue resolution, and fosters a positive, collaborative, and productive work environment.

This position’s key responsibilities include coordinating staff schedules, overseeing timekeeping and payroll processes, and ensuring the daily operational needs of the Patient Access department are met. The Patient Access Supervisor is accountable for maintaining appropriate staffing levels, ensuring coverage across all service areas, and promoting efficient workflows that support organizational objectives and a positive patient experience.

This position is required to become a credentialed Epic Electronic Medical Record (EMR) trainer for Patient Access and plays a critical role in ensuring staff are properly trained and proficient in registration workflows, system utilization, and departmental processes.

The Patient Access Supervisor is responsible for recruiting, hiring, onboarding, training, coaching, and mentoring Patient Access Representatives and Call Center Agents. This role promotes employee engagement, professional development, accountability, and continuous improvement while ensuring exceptional customer service and a patient-centered experience.

Essential Responsibilities

The following description of responsibilities is not all-inclusive. Rather, it focuses on the major tasks associated with the role.

• Assist with the recruitment, interviewing, onboarding, and training of new department employees, while supporting the ongoing education, development, and competency of existing staff.
• Manage payroll processes for the Patient Access team, including timekeeping review, payroll submission, and monitoring departmental overtime.
• Coordinate staffing schedules in partnership with the Patient Access Scheduler to ensure appropriate coverage across all Patient Access functions throughout the organization.
• Review, approve, and track employee time-off requests while maintaining adequate staffing levels.
• Provide daily leadership, guidance, and operational support to the Patient Access team and Call Center staff.
• Assist in the planning, coordination, and facilitation of departmental meetings, training sessions, and staff education initiatives.
• Conduct regular one-on-one meetings with team members to provide coaching, feedback, and professional development support.
• Oversee and monitor key Patient Access work queues to ensure timely completion, accuracy, and adherence to departmental standards.
• Complete annual performance evaluations and support performance management activities throughout the year.
• Conduct registration quality audits and monitor staff performance to ensure compliance with organizational policies, procedures, and regulatory requirements.
• Evaluate departmental workflows, operational efficiency, and staff productivity, identifying opportunities for process improvement and optimization.
• Monitor and analyze key performance indicators (KPIs) for the Patient Access department and Call Center, including call volume, average handle time, registration quality, productivity, customer satisfaction scores, and service-level performance.
• Independently lead assigned projects from inception through implementation, collaborating with key stakeholders, facilitating change management activities, and working closely with departmental leadership to ensure successful project completion.
• Serve as a credentialed Epic trainer for Patient Access staff, providing system training, workflow education, and ongoing support to promote accurate and efficient use of the electronic medical record.
• Aid in on-boarding a new Cloud Based phone system, integrated with Epic.

Other Responsibilities

• Perform all other related duties assigned in a professional and responsive manner.
• Demonstrate the ability to use relevant equipment.
• Support, understand, and promote Alomere Health’s mission, vision, values, policies and procedures.
• Ability to meet the work schedule requirements with flexibility depending upon the needs of the department.
• Foster respectful working relationships with professional colleagues, patients, families, and general public regardless of age, gender, lifestyle, culture, beliefs, race, socioeconomic class, or ability

Required Qualifications

• High school graduate or equivalent

Preferred Qualifications

• Associate’s degree in medical administration
• Supervisory and Customer Service Experience
• Credentialed Trainer in the Epic System for Prelude, ADT, Grand Central, Cadence, or become credentialed within the 1st year of employment.
• Previous Call Center Experience -Experience with a Cloud based phone system a plus.

Knowledge, Skills and Abilities

• Strong communication and organizational skills
• Ability to pay careful attention to detail.
• Ability to coordinate and prioritize several tasks in moderate stressful situations.
• Proficiency in MS Office
• Maintain knowledge of operational functions of Patient Access duties, available to provide backup as needed.
• Demonstrate knowledge and application of established practices, protocols, and procedures of the position, department, and applicable professional standards.
• Develop and foster continuous learning for members of team.
• Promote a culture of safety and strong communication for patients and employees.

Union Position

No