Description
The District Supervisor, Patient Access Coordination oversees district-level access operations across a defined geographic area. This leader ensures consistent execution of patient access workflows, timely referral coordination, and a best-in-class patient experience.
Essential Functions
Leadership & Team Management:
- Manage the hiring, staffing, training, scheduling and performance of Patient Access Coordinators within the district.
- Conduct regular check-ins, performance evaluations, and skill development plans, to lead, coach and develop the district access coordinators.
- Cascade regional-level goals and ensure alignment with organisational KPIs.
- Foster a culture of accountability, collaboration, and patient-first service.
Operational Oversight:
- Oversee day-to-day referral coordination, follow-up scheduling, patient preparation, and front-end RCM readiness tasks across all clinics in the district.
- Ensure consistent execution of standardised workflows, scripts, scheduling protocols, and documentation requirements.
- Monitor district compliance with benefit verification, authorisation, and scheduling prerequisites to support smooth therapy initiation.
- Partner with regional leaders to support the resolution of operational gaps.
- Onsite, in supported clinics 40 hours per week.
Patient Experience & Satisfaction:
- Ensure all Patient Access Coordinators deliver a warm, accurate, and proactive patient experience.
- Review patient complaints, delays, and feedback to drive improvements and close service gaps.
- Partner with clinic operations to remove obstacles impacting patient readiness or timely scheduling.
Process Improvement & Compliance:
- Track and report district KPIs including clinician schedule utilisation, visits per evaluation, scheduling completion, financial clearance, and patient communication timeliness.
- Utilise data to identify trends, workflow issues, and opportunities to increase throughput and minimise delays.
- Support implementation of best practices originating from enterprise, division, or regional pilots.
- Ensure regulatory and payer compliance is consistently met across the district.
Collaboration & Reporting:
- Partner with clinic managers, regional access manager, regional clinical operations, and centralised access teams to ensure seamless coordination of patient access activities.
- Serve as the primary operational link between patient access coordinators and regional operations and access managers.
Training & Development:
- Deliver training, onboarding, and ongoing competency development for Patient Access Coordinators.
- Reinforce workflow standardisation, documentation accuracy, insurance knowledge, and patient communication excellence.
- Identify skill gaps and collaborate with enterprise training teams when needed.
Strategic & Administrative Duties:
- Support district workforce planning, staffing models, and scheduling coverage for access coordinators.
- Provide regular status updates, performance summaries, and improvement plans to the manager.
- Support local change management as new tools, processes, and technologies are deployed.
Required Skills & Abilities
- Strong working knowledge of referral management, scheduling protocols, benefit verification, and insurance authorisation workflows.
- Excellent interpersonal, communication, analytical, and problem-solving skills.
- Experience with Epic or similar EHR platforms strongly preferred.
Required Credentials
- Bachelor’s degree in Healthcare Administration, Business, or related field (or equivalent experience).
- 2+ years of experience in patient access, care coordination, or outpatient healthcare operations.
- Patient access or medical front office supervisory experience preferred.
Schedule
- Full Time: Mon-Fri.
- Role will supervise the following clinics: Charlotte University, Lake Norman and Boone. Regular visits to each will be required.
Compensation
- Pay Range: $43K-$50K/year plus incentives.