Supervisor, Patient Access

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values ofLoveandExcellenceand are passionate about delivering health, not just health care. Come join us at ChristianaCare!

ChristianaCare, with Hospitals in Wilmington and Newark, DE, as well as Elkton, MD, is one of the largest health care providers in the Mid-Atlantic Region. Named one of "America's Best Hospitals" by U.S. News & World Report, we have an excess of 1,100 beds between our hospitals and are committed to providing the best patient care in the region. We are proud to that Christiana Hospital, Wilmington Hospital, our Ambulatory Services, and HomeHealth have all received ANCC Magnet Recognition.

PRIMARY FUNCTION:

With oversight and support of their respective Manager, the Patient Access Supervisor is responsible for overseeing and coordinating the daily operations of the assigned Patient Access Department. This includes supervising staff involved in registration, insurance verification, financial clearance, patient check-in/check-out, or scheduling and authorization processes to ensure timely, efficient, and accurate service delivery. The role is focused on ensuring a seamless patient experience starting from the first point of contact. The position plays a key leadership role in promoting superior front-end collections and patient satisfaction by leading by example. The Patient Access Supervisor also acts as a resource for Patient Access staff, helping to resolve complex issues and ensuring compliance with policies, regulations, and service standards, while also demonstrating a proactive approach to streamline patient access processes and lead a team focused on service excellence and operational efficiency.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Staff Supervision and Leadership

• Supervise and provide guidance to Patient Access team members, including scheduling, training, performance evaluations, and conflict resolution.

• Lead and supervisor team members to ensure high standards of customer service, accuracy, and productivity.

• Conduct regular team huddles to communicate updates, goals, and expectations.

• Ability to lead by example effectively, fostering a positive, motivated, and productive work environment.

Operational Oversight

• Coordinate and monitor the Patient Access functions, including registration, insurance verification, authorizations, and financial clearance.

• Ensure Patient Access staff follow set processes to comply with regulatory standards, policies, and procedures.

• Identify areas for operational improvements to streamline processes and enhance efficiency.

• Possess the flexibility to adjust workflows and priorities in response to shifting department or organizational needs.

• Delegate work and responsibilities to staff to provide adequate and appropriate coverage of all registration processing areas to ensure that routine operational activities run smoothly.

Quality and Compliance

• Ensure accurate collection of patient information and timely entry into electronic health record systems and billing systems.

• Monitor and ensure adherence to privacy regulations (HIPAA) and patient safety standards. Acts as a role model to ensure patient/staff confidentiality, ensuring that information is discussed with or distributed to others, only as an "as need to know basis".

• Ensures that all departmental activities are conducted in a safe manner and in accordance with ChristianaCare, or governing agency, defined parameters.

• Conduct quality checks on registration accuracy and patient interactions to maintain high data integrity.

• Serves as the trainer for Training and Financial Refresher Classes and other introductory classes as required to meet institution, government and agency updates/changes.

• Contributes in the development of educational/training materials appropriate to registration related updates/needs/activities.

• Ensure appropriate administration of procedures is being followed to ensure the fiscal integrity of all accounts as relates to third party defined requirements. Includes, but is not limited to, accuracy of third-party eligibility and benefits information, precertification and billing address or other specific instructions.

Financial Accountability

• Support revenue cycle initiatives by driving front-end collections, including copays, coinsurances, and deductibles.

• Work with fellow departments to resolve issues impacting the Revenue Cycle, such as insurance verification accuracy or authorization challenges.

• Assist in tracking and achieving departmental revenue goals.

Patient Experience

• Promote a welcoming and respectful environment, resolving any patient concerns related to access or billing processes.

• Collaborate with Manager and other departments (e.g., billing, clinical, IT) to resolve issues impacting patient experience and access.

• Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Reporting and Analytics

• Compile and analyze department metrics as assigned, identifying trends and providing feedback to optimize Patient Access functions.

• In conjunction with Manager, monitor reports for Patient Access performance, wait times, and front-end collections.

DIRECTION/SUPERVISION OF OTHERS:

Patient Access staff as assigned.

DIRECTION/SUPERVISION RECEIVED:

Business Manager, Patient Access

EDUCATION AND EXPERIENCE REQUIREMENTS:

Associate's degree desirable.

Two to four years' experience in Patient Access or closely aligned Revenue Cycle Department.

Two years of supervisory/management responsibilities. Demonstrated thorough working knowledge of. industry-leading EMR, scheduling, registration and billing systems

An equivalent combination of education and experience may be substituted.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Knowledge of Hospital Information Systems, including charge, posting, cash reconciliation, billing, collections, and registration.

Knowledge of third-party reimbursement for both professional and technical services.

Ability to train employees in all patient type account registrations.

Ability to interact effectively.

Ability to handle conflict and maintain composure.

Ability to provide quality customer service.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/