Patient Access Supervisor

MISSION

Kheir’s mission is to increase and provide access to culturally and linguistically-sensitive quality primary healthcare and human services support to the underserved and uninsured residents of Southern California.

POSITION SUMMARY

The Patient Access Supervisor provides leadership and oversight and assists front office and patient access operations across the organization, including reception, scheduling, call center services, patient satisfaction initiatives, and patient grievance management. The supervisor ensures efficient patient flow, timely access to care, UDS accuracy and adherence across registration teams and a high-quality patient experience across all service lines including medical, dental, behavioral health, and specialty services.

The Patient Access Supervisor is responsible for supervising front office and call center staff, optimizing scheduling workflows, maintaining patient access standards, and implementing customer service strategies that promote patient retention and satisfaction. The role also oversees the intake, investigation, and resolution of patient complaints and grievances in coordination with clinic leadership and quality teams.

The supervisor works collaboratively with clinical leadership, operations, and patient services departments to ensure patient access goals, operational efficiency, and compliance with regulatory requirements are achieved. The Patient Access Supervisor reports to the Clinic Manager.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Supervise and coordinate the daily operations of front office and call center staff, including patient registration, appointment scheduling, insurance verification, check-in/check-out processes, and patient flow coordination.

• Monitor and ensure efficient patient access by optimizing scheduling workflows, appointment templates, and provider utilization to support clinic productivity and patient visit goals.

• Monitor and reconcile daily payment collections, ensuring accurate balancing of cash, credit card, and electronic payments and proper documentation in the electronic health record and billing systems.

• Ensure adherence to the organization’s Sliding Fee Scale (SFS) program, including proper application of discounts, verification of eligibility documentation, and compliance with HRSA and organizational requirements.

• Ensure accurate collection and maintenance of patient demographic, insurance, and eligibility information while maintaining compliance with all regulatory and organizational standards.

• Provide leadership, training, and ongoing support to front office and call center staff to promote high levels of customer service, operational efficiency, and accountability.

• Monitor call center performance including call volume, hold times, abandonment rates, and message routing to ensure timely patient response and service quality.

• Work collaboratively with clinic leadership and providers to address operational barriers that impact patient access, scheduling availability, and clinic workflow efficiency.

• Monitor and ensure collection of patient satisfaction data and patient experience feedback to identify opportunities for service improvement and implement strategies to enhance patient engagement and retention.

• Receive, document, investigate, and respond to patient complaints and grievances in accordance with organizational policies and regulatory guidelines, ensuring timely resolution and appropriate documentation.

• Collaborate with clinical leadership, quality teams, and management to resolve patient concerns and implement service recovery when necessary.

• Track and analyze trends in patient complaints, access challenges, and scheduling issues in order to identify opportunities for operational improvement.

• Recruit, train, mentor, and evaluate front office and call center staff while promoting professional development and strong team performance.

• Conduct staff performance evaluations and implement corrective action plans when necessary in accordance with HR policies and procedures.

• Develop and implement workflows, procedures, and training programs that improve patient access, operational efficiency, and patient satisfaction.

• Collect operational data and prepare reports related to scheduling efficiency, patient access metrics, and patient satisfaction outcomes to support leadership decision-making.

• Participate in organizational quality improvement initiatives focused on improving patient experience, access to care, and operational effectiveness.

• Maintain compliance with HIPAA, OSHA, HRSA, and other applicable federal, state, and organizational regulations while ensuring confidentiality of patient information. Collaborate with clinic leadership and administrative departments to support organizational initiatives, operational goals, and strategic priorities.

• Assist Director of Patient Services as assigned, on various projects related to patient services and/or clinical services.

• Lead by example to supervisees, promoting the Kheir culture and mission.

• Collaborate with senior management team to achieve goals.

• Other duties as assigned. Some work on evenings and weekends.

POSITION REQUIREMENTS

• Bachelor’s degree in Healthcare Administration, Public Health, Business Administration, or related field preferred.

• Minimum of 3–5 years of experience in a healthcare setting, preferably within an FQHC or community health center environment.

• 2 years of supervisory or leadership experience overseeing front office, patient access, or call center operations preferred.

• Knowledge of healthcare scheduling systems and electronic health record (EHR) platforms.

• Experience working with Medi-Cal, Covered California, and managed care health plans preferred.

• Demonstrated ability to improve patient experience, service recovery processes, and patient access workflows.

• Strong leadership, organizational, and problem-solving skills with the ability to manage multiple priorities in a fast-paced healthcare environment.

• Excellent interpersonal, written, and verbal communication skills.

• Proficiency in Microsoft Office including Word, Excel, PowerPoint, and Outlook.

• Bilingual Korean or Spanish preferred.

• California Driver's license, proof of insurance and daily access to a reliable vehicle

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Kheir Clinic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kheir Clinic complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Kheir Clinic will consider for employment all qualified Applicants, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Please note that this job description is subject to change to meet the needs of Kheir Clinic.