Patient Access Supervisor (Remote)

Overview Abax Health is a healthcare technology company dedicated to enhancing the patient's financial experience through data-driven engagement. Our platform and tech-enabled services enable hospitals and health systems to identify patients at financial risk, personalize outreach, and optimize patient access operations. By combining empathy with innovation, we empower providers to improve outcomes and drive operational performance. Mission & Vision Ensure that every patient receives the care they need, when they need it. To be the trusted source of patient access innovation increasing revenue and transforming patient access and financial clearance by reducing administrative burdens, uncovering untapped revenue, and improving the financial and clinical outcomes for patients and health systems across the United States. Location: United States | Remote Job Title: Patient Access Supervisor Summary The Patient Access Supervisor provides direct people leadership for patient access operations supporting two hospital facilities, with responsibility for patient registration, scheduling, insurance verification, prior authorization, and front desk activities. This role exists to keep access to care efficient, accurate, and patient centered while developing the team that delivers it. This is a working leadership role. You will own your team's results and also carry hands on work, stepping into registration, verification, authorization, and scheduling queues whenever volume, coverage gaps, or escalations call for it. Unlike the Patient Access Team Lead, this position carries formal supervisory authority, including performance feedback, time and attendance oversight, and corrective action in partnership with leadership and Human Resources. You will supervise Patient Access Concierges and Team Leads, delegate effectively, collaborate across organizational boundaries, and model the organization's core values in a results oriented, accountable way. Responsibilities Patient Access Operations and Coverage ● Perform patient registration, insurance verification, appointment scheduling, prior authorization, and front desk activities as needed to support operational demands. ● Fill in for team members when volume, call demand, absences, or coverage gaps require it, and adjust your own workload to protect service levels. ● Manage and resolve escalated patient access, insurance, authorization, and scheduling issues. ● Serve as an operational expert on patient access workflows, payer requirements, and client and facility expectations. ● Optimize access workflows and assist staff in resolving issues so patients move through registration and scheduling without unnecessary delay. ● Ensure patient accounts are processed accurately and in compliance with established procedures. Team Supervision and Development ● Directly supervise assigned Patient Access Concierges and Team Leads across both supported facilities. ● Provide daily support, mentoring, and training to new hires as well as existing Patient Access staff. ● Deliver real time coaching and regular performance feedback that reinforces workflows, quality standards, and productivity expectations. ● Partner with leadership and Human Resources to address performance concerns and administer corrective action when needed. ● Delegate daily tasks and assignments effectively, matching work to skill level and development needs. ● Verify and monitor time off requests, timekeeping, and schedule adherence to maintain appropriate staffing levels. ● Ensure team members comply with Abax policies and procedures. ● Promote teamwork, accountability, engagement, and a positive work environment through daily leadership and support. Operational Coordination and Partnership ● Oversee daily patient access operations at two hospital facilities, monitoring work queues and daily activity to support service level expectations. ● Serve as a liaison with medical staff, facility leadership, provider offices, clients, and other personnel. ● Collaborate effectively across organizational boundaries to resolve operational challenges and remove barriers for the team. ● Communicate process updates, client changes, payer changes, and departmental information to team members. ● Escalate operational risks and resource needs to leadership with recommended solutions. ● Participate in long term and short term strategic planning goals for the department. Performance Monitoring and Reporting ● Monitor and report daily and monthly productivity, quality, and service metrics for the team. ● Complete performance and metric reports accurately and on schedule. ● Monitor staffing productivity and quality, providing clear feedback to staff and to leadership. ● Use data analytics to assess episode of care and team performance, identify trends, and act on what the data shows. ● Identify opportunities to improve quality, efficiency, and the patient experience, and lead or support the resulting changes. Policy, Documentation, and Compliance ● Enforce departmental policies, practices, procedures, and work rules in accordance with approved department and hospital policies. ● Assist in the development and implementation of new policies according to hospital and corporate guidelines. ● Support the development and maintenance of standard operating procedures, and upon approval, distribute them and train staff to the standard set by the client or facility. ● Maintain complete, accurate, and timely documentation within all assigned systems. ● Ensure compliance with HIPAA, No Surprises Act requirements, client requirements, payer guidelines, and organizational policies. ● Promote consistent documentation standards and operational compliance across the team. Operational Excellence ● Consistently meet or exceed established productivity, quality, attendance, and service expectations, along with all other relevant team metrics. ● Always maintain positive customer service, setting the standard for how the team treats patients, providers, and clients. ● Demonstrate professionalism, accountability, and sound judgment in daily decision making. ● Adhere to and reinforce the core values and standards of the organization. ● Initiate and follow through on projects and special requests with minimal oversight. ● Adapt to changing operational priorities, client needs, payer requirements, and healthcare regulations. ● Perform other duties as assigned. Qualifications and Experience ● High School Diploma or GED required. ● 4+ years of Healthcare Patient Access, Insurance Verification, Authorization, No Surprises Act, Scheduling, or Revenue Cycle Management experience required. ● 1+ years of leadership experience in a facility environment required. ● Prior knowledge, skills, and experience working in a contact center and leading a contact center team required. ● Demonstrated ability to manage staff handling a high volume of customer inquiries with a commitment to excellence and customer satisfaction. ● Advanced knowledge of patient registration, insurance verification, prior authorizations, appointment scheduling, and related operational processes. ● Strong understanding of commercial insurance, Medicare, Medicaid, managed care plans, and payer authorization requirements. ● Experience using electronic medical record (EMR) systems such as Epic or Cerner preferred. ● Experience using data analytics to assess episode of care and team performance. ● Excellent verbal and written communication skills, with exceptional customer service and conflict resolution skills. ● Strong analytical and problem solving abilities with the ability to make sound operational decisions. ● Proficiency with Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) and familiarity with web based systems and healthcare applications required. ● Ability to work cooperatively and effectively with others to achieve shared goals and expectations. ● Ability to initiate and follow through on projects, prioritize competing responsibilities, and work independently with minimal supervision. ● Strong attention to detail and accuracy. ● Ability to understand and meet operational needs and special requests in a fast paced remote environment. Physical Demands and Working Conditions ● Remote, U.S. based position. ● Requires reliable high speed internet and a private, quiet, and focused workspace that protects patient confidentiality. ● Prolonged sitting while working at a computer and using a telephone or headset. ● Clear, professional communication with patients, providers, and colleagues in every interaction. ● Frequent typing and data entry across multiple software applications. ● Continuous communication with patients, providers, insurance carriers, clients, facility and organizational leadership, and team members, including frequent coaching and performance conversations. ● Occasional availability outside of scheduled hours may be required based on business needs. Benefits FLSA Classification: Exempt Benefits Offered: Employer sponsored Medical, Dental & Vision HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans Flexible Time Off Plan & Paid Holidays Employee Referral Bonus