Patient Access Supervisor

Overview

About Intuitive Health

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence.

Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually. For more information, visit

Job Description

Partnership with Riverview Health

Oversees 3 Facilities

• Riverview Health Fishers Emergency Room and Urgent Care – 9690 E 116th St, Fishers, IN 46037
• Riverview Health East Carmel Emergency Room and Urgent Care – 14585 Hazel Dell Parkway, Carmel, IN 46033
• Riverview Health West Carmel Emergency Room and Urgent Care – 10830 North Michigan Road, Zionsville, IN 46077

• The Patient Access Supervisor displays leadership skills to lead a wide range of duties in support of Front Desk Receptionist Team efficiencies, which may include but are not limited to: driving team performance accountability, leading patient access team daily operations, collaborating with others in process and operational excellence.
• This role is responsible for providing feedback on daily registration processes and staffing issues to leadership. They provide assistance to the Front Desk Receptionist team as necessary to ensure compliance with department policies and procedures. They assist leadership as necessary with staffing, report reconciliation, and other duties as assigned.
• In this position, it is imperative to be able to consistently maintain a pleasant, professional demeanor and make patients and employees always feel welcome. The ability to multitask is a must.
• Directly supervise the front office team, including recruiting, hiring, training, performance management, and time & attendance administration.
• Model patient experience expectations and ensure the team is adhering to the patient experience expectations.
• Driving Front Desk Receptionist Metrics (Callbacks, Bedside, NPS, RQA, etc.).
• Maintain an appropriate Front Desk Receptionist environment that is friendly and respectful.
• Expertise in knowledge of and ability to perform Front Desk Receptionist duties: verifying benefits, checking patients in and out, and collecting copayments, coinsurance, and deductibles.
• Create and maintain the Front Desk Receptionist Schedule for the assigned location.
• Covers voids or when coverage is not located.
• Train and mentor new Front Desk Receptionist staff.
• Assist the leader in interviewing candidates.
• Prepare appropriate access for new hires.
• Complete the first 90-day review for new hires.
• Implement Front Desk Receptionist Policies and Procedures with input from Leadership.
• Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits.
• Daily Reconciliation of ED Acknowledgment Forms.
• Conduct Quarterly Front Desk Receptionist Staff Meetings.
• Assigned to work all Downtimes.
• Maintains Downtime Binder.
• Reconciles and backloads all patient info.
• Ensures staff are trained in this process.
• Ensure adherence to all laws and regulations regarding employment, affirmative action, safety, and drugs.
• Ensure that patient records are accurate and complete.
• Assist the leader in ensuring all personnel department policies and procedures are followed.
• Provide patients and their families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return.
• Assist in resolving patient concerns. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques.
• Ability to manage conflict and appropriately request the help of a leader when needed.
• Coordinate workflow processes with the hospital partner as needed.
• Follow all HIPAA policies and procedures.
• Follow and enforce all company policies.
• Other duties as assigned