Patient Access Supervisor

The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.

CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization.

The Patient Access Supervisor is responsible for daily operations and specific administrative functions within the Clinical Health Network for Transformation (CHN) Call Center team in Patient Access. This includes the responsibility for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center, day-to-day support of staff, working messages to/from health centers, and managing incoming and outgoing phone calls. The supervisor will assist with frontline service delivery. The supervisor will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the supervisor will act as a single point of contact for initial communication with interdependent functions regarding the Call Center within Patient Access. As such, they are responsible for facilitating bidirectional communication between frontline staff, other Patient Access Center functions, and leadership. As a leader, the supervisor encourages a patient focused, cost-effective, and high-quality environment for all front-line interactions. The Patient Access Supervisor reports directly to the Patient Access Manager.

Essential Functions Supervise a team of Patient Access Representatives to ensure all administrative and technical functions of the Patient Access Center are being handled efficiently and effectively

Serve as the knowledge expert and information resource for team members

Maintain competence and use critical thinking skills to promptly resolve patient inquiries that include:

Assisting patients with identifying a provider and scheduling appointments appropriate to the care needed

Offering prompt assistance to patients for a variety of services that are not limited to

Reproductive health care and abortion services

Providing price estimates for scheduled and unscheduled services

Screening for financial assistance programs

Booking, canceling, and rescheduling appointments

Addressing patient escalations and effectively seeing them through to resolution

Relaying patient communications to provider

Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospective

Reach service goals through targeted approach; report performance weaknesses; record data, evaluate performance, and assess opportunities for improvement

Maintain strong communication and working relationships with patients, staff, and clinical teams

Recommend policies and procedures for the department. Update current policy and procedure manuals as required. Apprise staff of changes.

Monitor and report key metrics

Communicate and operationalize vision; encourage cooperative and customer-focused employee culture

Audit performance and provide education to frontline team members to maintain or exceed accuracy standards and communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts

Work collaboratively with affiliates on issues related to appointment scheduling

Represent the department in meetings and on committees for root cause analysis related to scheduling issues

Work with managers to provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals

Provides training to Patient Access Representatives, as needed

Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community

Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems

Work and build trust across cultural differences

Manage and mentor a culturally diverse team, including creating and sustaining an organizational culture that fosters inclusiveness and equity

Provide positive and development feedback and accountability related to practices including, but not limited to, equity

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.

Qualifications and Experience (Required) Associate degree and/or higher-level education , completed coursework in business or health services administration, or equivalent experience

Two years or more experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office

Prior supervisory or Team Lead experience

Customer focus and adaptability to different personality types

Ability to multi-task, set priorities, and manage time effectively

English language proficiency

Demonstrated dedication to Planned Parenthood’s mission, vision, and values

Qualifications and Experience (Preferred ) Bachelor’s degree strongly preferred in Health Care Administration, or in a related field

2+ years of relevant experience at the leadership level

Experience with EPIC EMR/EHR

Working-level secondary language proficiency

Key Requirements Commitment to advancing race(+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society

Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions

Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn

Strong sense of accountability to equitable practices

Understanding of the impact of identity dynamics on organizational culture

Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards

Clinical Health Network for Transformation (CHN)  is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial & social justice. We strongly encourage all persons to apply, including members from all racial and ethnic groups and members of the LGBTQIA+ community.