Patient Access Operations Supervisor

Overview

Position Title
:
Patient Access Operations Supervisor

Department
:
Business Office

Supervisor’s Title
:
Revenue Cycle Manager

IHA #: XXXX

Position Summary

Under the strategic direction of the Revenue Cycle Manager and Chief Financial Officer, this position provides organization-wide authority for establishing, implementing, and enforcing Patient Access workflows, standards, and front-end communication processes across all departments and locations of Valor Health. This role holds operational decision-making authority related to Patient Access processes and access-related service recovery, while working collaboratively with department leaders and Patient Access Supervisors through dotted-line functional relationships to ensure consistent execution, compliance, and operational effectiveness.

The position provides direct supervision of Patient Access and Patient Support staff assigned to the Business Office, including management and mentorship of the Patient Access Team Lead. In addition, this role serves as the operational leader for Patient Support functions related to patient access, including establishing customer service standards, directing front-end communication workflows, and leading real-time service recovery for access-related issues.

This role maintains dotted-line functional oversight of Patient Access activities performed in other departments and locations, providing guidance, standard-setting, training direction, and process enforcement, while day-to-day staff management remains with the respective department supervisors.

This position is responsible for operational patient support and access-related service recovery, including workflow decisions and corrective actions related to Patient Access processes. It does not perform enterprise grievance analysis, patient safety investigations, or system-wide patient experience analytics, which remain the responsibility of the Quality Department.

Through direct supervision and dotted-line functional authority, this role ensures standardized Patient Access workflows, high-quality service delivery, regulatory compliance, and efficient front-end revenue cycle operations throughout Valor Health. When operational alignment cannot be achieved through collaboration, this role is authorized to make final determinations regarding Patient Access process and compliance standards.

• Leadership & Operational Oversight
  • Directs and coordinates daily activities and workflow for Patient Access and Patient Support functions, with direct supervisory responsibility limited to Business Office–based staff and functional oversight across the organization.
  • Manages staffing schedules and ensures appropriate coverage for Business Office registration, scheduling, and patient support functions; collaborates with department leaders regarding access coverage needs in other areas.
  • Establishes initial and ongoing training standards for Patient Access and Patient Support staff, ensuring consistent, professional service behaviors across all patient-facing access points.
  • Demonstrates exceptional customer service and serves as a role model for communication, professionalism, and patient engagement.
  • Serves as the escalation point for complex patient questions or concerns requiring a higher-level operational response.
• Patient Support & Customer Service Functions
  • Oversees Patient Support operations including call-handling workflows, phone etiquette standards, message routing, and front-end communication processes across Valor Health.
  • Ensures callers receive timely, accurate information and are connected with appropriate departments or clinical teams.
  • Oversees way finding and patient navigation services, ensuring patients, families, and visitors receive effective and compassionate assistance.
  • Leads operational service recovery efforts related to patient access, registration, scheduling, communication, and navigation, ensuring timely resolution of front-end access concerns.
  • Tracks and reports operational patient support and access-related service metrics (e.g., call response times, abandonment rates, access-related complaints).
  • Collaborates with the…