Patient Access Supervisor

Position Title: Patient Access Supervisor

Department: Operations

Reports to: Sr. Director of Operations and Administrative Services

Position Summary 

The Patient Access and Empanelment Supervisor is responsible for overseeing the daily operations of the call center while supporting system-wide initiatives that enhance patient access, communication, and empanelment management. This position ensures that patients experience efficient, compassionate, and timely service through all communication channels. The role also supports data accuracy across IPA membership lists and empanelment activities, serving as a key link between the call center, clinical operations, and the PCMH committee.

Key Responsibilities

• Supervise daily call center operations, ensuring efficient handling of inbound and outbound calls, messaging, and patient scheduling.
• Monitor phone performance metrics, including call volumes, response times, and patient satisfaction, and identify opportunities for improvement.
• Oversee maintenance, structure, and optimization of the organization’s phone tree, AI tools, and automated communication systems.
• Collaborate with IT and Operations teams to improve patient access technologies, including chat features, messaging, callback systems, and automated responses.
• Develop and maintain workflows and training materials to ensure staff proficiency with evolving technology platforms.
• Support empanelment processes by scrubbing and validating IPA membership lists, monitoring attribution changes, and coordinating with panel management and quality teams.
• Generate reports on call center performance, access metrics, and empanelment status for leadership review.
• Partner with clinical and administrative leadership to align access workflows with patient care goals and regulatory compliance.
• Maintain compliance with HIPAA and all FQHC operational standards.
• Foster a supportive, team-centered environment that encourages professional growth and accountability among call center staff.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or related field preferred (or equivalent experience).
• 3–5 years of experience in a healthcare call center, patient access, or related operational setting.
• 1–2 years in a lead or supervisory capacity preferred.
• Familiarity with EHR systems, telephony, AI automation tools, and digital communication platforms.
• Experience working within an FQHC or managed care environment is highly desirable.
• Strong analytical and problem-solving skills with the ability to manage multiple priorities.
• Excellent communication, leadership, and collaboration abilities.
• Bilingual (English/Spanish) required – must demonstrate professional fluency in both written and verbal communication to effectively support diverse patient populations.

Salary : $68,640 - $73,000