Patient Access Supervisor (Front Desk) - Fair Haven Community Health Care

Fair Haven Community Health Care 

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at nearly 140,000 office visits in over 20 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For over 50 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a diverse and motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay.

The Patient Access Supervisor leads and manages a team of Patient Access Representatives, ensuring high performance, adherence to policies, and efficient operations in patient registration, scheduling, insurance verification, and financial counseling. This role is integral to maintaining exceptional patient service, optimizing workflows, and ensuring compliance with healthcare regulations.

Duties and responsibilities

• Reporting to the Director of Medical Operation, the Patient Access Supervisor is tasked with achieving Fair Haven’s goals for patient satisfaction; enhancing access to health services and contributing to quality improvement initiatives. Typical duties include but are not limited to:

• Daily supervision of front desk staff including providing guidance, training, and support to enhance team performance.
• Manage daily operations including patient registration, scheduling, insurance verification, and financial counseling. Monitor/audit processes for accuracy, implement best practices, and oversee the patient communication process.
• Ensure adherence to HIPAA and other regulatory requirements while implementing policies to maintain data integrity and confidentiality.
• Monitor key performance indicators (KPIs), prepare performance reports, and implement process improvements.
• Identify training needs, develop ongoing training programs and conduct training sessions on new procedures and software updates.
• Determine operational strategies through assessments, reviews, and planning.
• Work closely with clinical and billing departments to coordinate patient care and billing.
• Collaborate with site-based teams to enhance service delivery and patient satisfaction; ensure all staff deliver excellent customer service and culturally competent care and ensure timely response to patient inquiries and effective follow-up.
• Collaborate with leadership to address operational challenges.
• Address patient inquiries and concerns professionally. Ensure courteous, efficient service and improve access to health services. Manage patient complaints, including those requiring Spanish translation.
• Act as a “super user” for patient management software (Epic)
• Maintain staff schedules and facilitate monthly meetings

Qualifications

Associate degree and minimum of two years’ work experience in healthcare required; In lieu of a degree, 5 or more years of relevant experience may be substituted. Proven experience in a supervisory role within a healthcare setting is preferred. The selected candidate will have:

• Expertise in patient management software and scheduling systems (Epic).
• CAC certification (Certified Application Counselor) or willingness to obtain within 60 days of hire.
• Oral and written proficiency in English and Spanish required.
• Strong critical thinking and problem-solving skills.

Work Environment

• Variable 8 hr. shifts between 7am-8pm, including weekends as needed

Direct reports

• Frond Desk Leads
• Patient Access Representatives (Front Desk)

OSHA Status

Category III—Low Risk Position

Generally works in an office environment with no exposure to bloodborne pathogens

Physical requirements

Physical Demands: Requires walking, bending, sitting, standing, writing, reading, telephone use, data input into  computer, pulling medical records,  Mental Demands: Ability to cope with continual changing priorities under potentially stressful conditions. Manual Dexterity Required:  Ability to use a keyboard, telephone.  

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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