Patient Access Supervisor

Description

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. Share in our vision of being Eastern CT’s best choice for patient-centered healthcare! 

UCFS Hours of Operation: Open 8:00am - 7:00pm; Hours Vary By Day & Location

Expected Schedule: Full-Time, 40 hours/week 

Outline of Duties and Responsibilities:

• Provide direct supervision, coaching, mentoring, training, and day-to-day support to Customer Service Representatives to ensure exceptional service to patients, clients, and care team members.
• Monitor front-end workflows to ensure accurate and complete capture of patient demographic and insurance information in the EHR.
• Oversee pre-registration, registration, scheduling support, check-in, check-out, point-of-service collections, deposits, follow-up appointments, consents, required forms, and patient information updates.
• Support insurance verification and financial clearance workflows by ensuring staff follow established processes and escalate issues timely.
• Ensure all sliding fee scale applications are accurately processed and entered into the EMR system in accordance with established procedures.
• Manage patient work queues daily to ensure errors are reviewed and resolved prior to patient visits whenever possible.
• Serve as a front-line resource for Operations, Clinical teams, Revenue Cycle, and EMR team members by helping resolve patient access, scheduling, registration, and customer service issues.
• Collaborate with site managers and clinical leadership to support scheduling practices that promote access to care and a positive patient experience.
• Assist with implementation and streamlining of patient access workflows related to registration, insurance verification, customer service, and financial clearance.
• Ensure Customer Service Representatives follow relevant healthcare regulations, organizational policies, HIPAA requirements, and patient access procedures.
• Support onboarding, training, competency development, performance feedback, and routine personnel matters in collaboration with the Patient Access Manager.
• Track and monitor assigned patient access metrics, reports, work queues, and trends to identify opportunities for improvement and efficiency gains.
• Provide follow-up outreach to patients seeking UCFS services and support timely resolution of general inquiries.
• Promote a patient-centered, inclusive, collaborative, and participative team culture within Patient Access.
• Other duties as assigned by the Patient Access Manager. 

Why UCFS?

Our team is passionate about the services we provide and is committed to making a difference for our clients and community. At UCFS, a Federally Qualified Health Center, we specialize in integrated care which means having access to essential services to meet the complex needs of those we serve. We work collaboratively across programs at our agency to remove barriers and streamline access to services including behavioral health services, primary care, dental, case management and more. If you are committed to improving the health and well-being of our community, we encourage you to apply for this exciting opportunity.

Requirements

 Minimum Education and Experience

• Associate degree in health administration, business, or related field preferred
• 3 years of directly related experience in customer service, patient access, medical or behavioral health reception, registration, scheduling, insurance verification, revenue cycle, or similar healthcare setting.
• 1 year of supervisory, lead, or team coordination within healthcare RCM highly preferred.
• Equivalent combination of education and experience may be considered.
• FQHC experience highly preferred.

Minimum Certificates, Licenses, Registrations

• No certificates, licenses, and /or registrations are required for this position.

Minimum Skills and Abilities

• Working knowledge of front-end Revenue Cycle workflows including patient access, registration, scheduling, insurance verification, and point-of-service collections
• Proficiency in Microsoft Office Suite.
• Ability to travel to other UCFS Healthcare sites in Colchester, Griswold, Norwich, New London, and Plainfield as needed.
• Familiarity with electronic health record systems – EPIC preferred.
• Excellent communication, interpersonal, organizational, and problem-solving skills.
• Ability to lead, motivate, coach, and develop staff while maintaining accountability and positive working relationships.
• Ability to work collaboratively in cross-functional and multi-disciplinary teams.
• Ability to review reports, dashboards, work queues, or other operational data to monitor activity and identify trends.

UCFS Healthcare Offers a Competitive Benefits & Perks Package to Our Hardworking Team Which Can Include:

• Financial - Yearly Performance Merit Increases; Gain Share Program; Local & Online Discounts 
• Income Security - 401(k) Plan + 6% Employer Contributions; Employer Paid Life & Disability Insurance 
• Health & Wellness - Medical/Dental/Vision Insurance; Employee Assistance Program; Wellness Programs; Decompression Spaces 
• Time Off - Generous Paid Time Off Starting at 3 Weeks Vacation, 4 Floating Holidays, 10 Sick Days, 8 Federal Holidays
• Growth - Employee-Led Committees; NHSC Loan Repayment Opportunities; PSLF Eligibility; Career Path Ladders; Employer Paid Learning & Development Programs
• Fun - Appreciation, Education, and Team-Building Events

Automated Employment Decision Technology (AEDT) Notice (CT CART Act):

 To assist our recruiting team, this application process may use the algorithmic features of LinkedIn (Candidate Fit / Top Match), and Handshake (Talent List Sorting), as well as on other platforms we may use. We use these automated technologies specifically to prioritize incoming applications, sort applicant lists, and match candidate profiles based on how closely provided skills, job history, experience, abilities align with our job criteria.

While a human recruiter reviews candidates and makes all final hiring and interview decisions, these automated platform tools serve as a material factor in our initial screening pipeline. These systems process data from your submitted resume, application, and public platform profiles. For inquiries or questions regarding the use of this technology, please contact us at [email protected]

EEO Policy:

UCFS is strongly committed to a workplace environment that respects, appreciates and values employee differences and similarities.  By providing and supporting an enriching work culture, UCFS will continue to better serve our communities and provide quality patient, client, and resident care and services. UCFS is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, and genetic information or disability, as defined and required by applicable state and federal laws. Additionally, UCFS prohibits retaliation against an applicant or employee because they have engaged in protected activity under the statutes prohibiting discrimination in the workplace.