Patient Access Supervisor, ER & Urgent Care

Overview

About Intuitive Health Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, partnering with leading health systems to build and operate retail healthcare facilities that integrate urgent care and emergency services under one roof. This model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Intuitive Health serves more than 1 million patients annually.

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Partnership with Premier ER & Urgent Care and Patient Access Supervisor Will Oversee Four Facilities
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• San Marcos
  • 1509 N. Interstate 35, San Marcos, TX 78666
• Woodway
  • 9110 Jordan Lane, Ste. 100, Woodway, TX 76712
• Temple
  • 7010 West Adams Ave., Temple, TX 76502
• Waco
  • 221 S. Jack Kultgen Expwy, Waco, TX 76704

The Patient Access Supervisor demonstrates leadership to support Front Desk Receptionist Team efficiencies, including driving team performance accountability and leading daily operations. The role collaborates with others on process and operational excellence. It is a higher-level leadership role responsible for operational oversight, people leadership, and performance management across assigned sites, including supervision and development of Patient Access Leads and staff, ensuring consistent workflows, staffing effectiveness, and policy/compliance adherence.

The role may oversee multiple sites or higher-volume locations based on business need and includes providing feedback on daily registration processes and staffing issues to leadership. It requires a pleasant, professional demeanor and the ability to multi-task.

• Provide direct supervision and leadership of Patient Access Leads and front office staff, including hiring recommendations, performance management, corrective action, and time & attendance administration in accordance with policy.
• Model and enforce patient experience expectations.
• Analyze Patient Access performance metrics (Callbacks, Bedside, NPS, RQA, etc.), identify trends, and adjust staffing or processes with leadership.
• Maintain a friendly and respectful Front Desk Receptionist environment.
• Maintain knowledge of Front Desk duties to provide oversight and coaching; routine execution of Front Desk tasks is not the primary function.
• Oversee staffing models and schedules to ensure coverage; delegate schedule creation to Leads and approve final schedules.
• Ensure appropriate coverage plans and provide coverage during escalated or exceptional situations.
• Oversee training quality and consistency for new and existing staff through Leads and training processes.
• Interview, select, and hire Front Office staff; prepare access for new hires.
• Complete 90-day evaluations for Front Office staff and provide timely, high-quality feedback.
• Own implementation and ongoing evaluation of Patient Access policies and procedures; recommend updates to leadership.
• Ensure reconciliation processes are completed accurately and timely by Leads and staff; review reports and address discrepancies.
• Provide oversight and accountability for required documentation and reconciliation processes.
• Lead or delegate staff meetings focused on performance, engagement, and operational improvement.
• Ensure downtime readiness, processes, and training across assigned sites; maintain downtime resources, binders, and training.
• Ensure patient information is reconciled and backloaded through oversight and quality review; ensure Leads maintain staff training and competency in downtime and reconciliation processes.
• Ensure adherence to all laws and regulations regarding employment, affirmative action, safety, and drugs.
• Ensure patient records are accurate and complete; enforce personnel policies and coordinate with HR on corrective action and compliance matters.
• Provide patients and families with a customer-focused, friendly environment and assist in resolving concerns using de-escalation techniques.
• Coordinate workflow processes with hospital partners as needed and follow all HIPAA policies and company policies.
• Develop and coach Patient Access Leads for succession planning and leadership readiness; support multi-site operations with consistent performance.
• Other duties as assigned.

• High School Diploma or GED required
• 2-4 year college degree in Business, Accounting, Medical Administration or related area preferred
• Minimum of 2 years’ experience in a medical office setting
• Minimum of 5 years’ experience in supervisory or lead role preferred
• Familiar with health insurance and the insurance verification process
• Patient Registration/Medical record system experience
• Proficient in Word, Excel, Outlook
• Ability to perform multiple tasks and prioritize demands effectively
• Strong communication and customer service skills
• Flexibility with hours to cover 24/7 units

This position includes standing, walking, use of hands, reaching, sitting, talking and listening. May require lifting up to 10 pounds. No special…