Operations Supervisor - Patient Access

Scenic Bluffs is currently hiring for a full-time Operations Supervisor - Patient Access who is responsible for leading the daily work, workflow, and front-line staff for assigned patient access and support services. The supervisor directly leads Community Health Workers, Patient Access Coordinators (Help Team), and Outreach & Enrollment Specialists who help patients overcome barriers to care, connect with community resources, obtain prescription assistance, address social drivers of health, and enroll in or maintain health coverage.

The Operations Supervisor - Patient Access turns organizational priorities into the daily work of the Patient Access team, coaches and develops staff, monitors day-to-day team performance, resolves routine operational issues, and escalates broader resource, policy, or cross-departmental issues to the appropriate leader. The supervisor works closely with Operations Directors and clinical teams to ensure patients experiencing financial, social, coverage, transportation, medication, or other barriers are identified, connected with appropriate resources, and supported in accessing and completing needed care.

Daily Operations & Front-Line Leadership

• Lead the daily work of Community Health Workers, Patient Access Coordinators/Help Team staff, and Outreach & Enrollment Specialists.
• Coordinate daily staffing, coverage, schedules, work queues, caseloads, assignments, and follow-up so patients receive timely and reliable assistance.
• Adjust daily assignments and workflow in response to patient needs, staffing changes, referral volume, enrollment deadlines, community needs, and organizational priorities.
• Monitor front-line productivity, timeliness, accuracy, documentation, attendance, service standards, and adherence to established workflows and expectations.
• Supervise, coach, train, develop, and evaluate assigned staff; address performance or conduct concerns promptly and in coordination with Human Resources and appropriate leadership as needed.
• Support recruitment, onboarding, orientation, cross-training, and ongoing development of assigned team members.

Patient Access, Navigation & Barrier Resolution

• Ensure patients experiencing barriers to care receive timely, coordinated assistance from the appropriate Patient Access team member.
• Oversee daily workflows for prescription assistance programs, Medicaid and Marketplace enrollment and renewals, social drivers of health screening and follow-up, community resource navigation, transportation needs, and other barriers to care.
• Establish reliable referral, follow-up, and handoff processes so requests for assistance are tracked and patients are connected to appropriate internal or external resources.
• Monitor team caseloads and service measures, including referrals received and completed, outreach attempts, patient connections to resources, prescription assistance activity, social-needs follow-up, coverage applications and renewals, timeliness, and documentation.
• Conduct routine quality reviews of documentation, referral follow-up, enrollment work, patient assistance activities, and other assigned processes; coach staff and correct daily workflow issues.
• Build effective working relationships with clinical teams, pharmacy, revenue cycle, behavioral health, community organizations, social-service agencies, payers, and other partners needed to resolve patient barriers.
• Promote a patient-centered, no-wrong-door approach in which staff help patients navigate to the appropriate internal or external resource.

Access Improvement Support

• Review relevant access information as directed by Operations Directors and help identify patient-level barriers, recurring themes, or opportunities where the Patient Access team can support organizational efforts to improve fill rates, reduce no-shows, and improve access to care.
• Implement assigned patient outreach, navigation, reminder, barrier-resolution, or follow-up strategies developed in collaboration with Operations Directors and other leaders to support access improvement.
• Identify recurring patient barriers and communicate themes, risks, and improvement opportunities to Operations Directors and other appropriate leaders to inform broader access-improvement efforts.
• Use operational data, direct observation, patient feedback, and staff input to identify daily workflow problems within assigned Patient Access services and recommend or implement improvements within assigned authority.

Coordination, Compliance & Daily Support

• Support day-to-day use of the EHR, referral tools, eligibility systems, community resource platforms, reporting tools, and other technologies used by assigned teams.
• Ensure assigned staff follow organizational policies and applicable requirements, including HIPAA, Medicaid and Marketplace enrollment requirements, payer rules, grant or program requirements, and documentation standards applicable to assigned services.
• Serve as a day-to-day operational resource for assigned staff and coordinate questions with the appropriate operational, clinical, finance, pharmacy, outreach, compliance, or support leader.
• Maintain working knowledge of Medicaid eligibility and renewal processes, Marketplace enrollment, prescription assistance resources, community resources, social drivers of health, and other requirements affecting assigned patient access and support services.
• Perform or assist with front-line duties when necessary to maintain continuity of assigned services and patient support; promote the organization's mission, vision, and values; support implementation of leadership decisions and special projects; and perform other duties as assigned.

Qualifications

The individual must demonstrate strong organizational, communication, coaching, and problem-solving skills and the ability to lead front-line staff providing patient assistance, community resource navigation, outreach, and enrollment services. The role requires sound judgment, attention to detail, comfort managing competing daily priorities and caseloads, and the ability to recognize when an issue can be resolved within the supervisor role and when it should be escalated. The individual must maintain confidentiality, establish effective working relationships with patients and community partners, and demonstrate reliable follow-through. A valid driver’s license, insurability, and reliable transportation are required.

Education and/or Experience

Associate degree or equivalent combination of education and relevant experience required; bachelor’s degree in business administration, healthcare administration, public health, human services, social services, or a related field preferred. Experience in healthcare, community health, patient assistance, social services, outreach and enrollment, Medicaid eligibility, or related work is strongly preferred. Supervisory or lead-worker experience and a demonstrated commitment to structured orientation, coaching, and ongoing staff development are required.