Supervisor, Patient Access II-Administration - CHC-FR na Health Care District of Palm Beach County

General Statement of Job 

The Patient Access Supervisor serves as the on-site leader responsible for overseeing daily operations and providing leadership to all Patient Access Representatives (PARs) within the community health center(s) (CHC). This position oversees front desk operations to ensure efficient patient registration, appointment scheduling, cash reconciliation, and workflow coordination. The supervisor ensures timely and accurate patient access while maintaining high standards of customer service and compliance with regulatory and organizational policies. 

Essential Functions

• Direct daily operations for all front-end access functions, including patient registration, check-in, insurance verification, demographics updates, co-pay collection, financial screening, PCP assignments, and MyChart utilization.

• Monitor patient flow and proactively manage appointment delays and bottlenecks to ensure timely service delivery.

• Serve as the escalation point for both staff and patient issues, resolving concerns professionally and efficiently.

• Train, mentor, and support Patient Access Representatives (PARs), ensuring accurate data entry, HIPAA compliance, and adherence to organizational policies.

• Lead onboarding activities for new hires, including scheduling SRFs, system access, facility orientation, and introductions to center staff.

• Conduct coaching sessions, provide regular performance feedback, and manage performance evaluations and disciplinary actions as needed.

• Manage PAR schedules, including timekeeping, PTO/sick leave approvals, and auditing attendance records for accuracy and compliance.

• Oversee daily staff scheduling and adjust workflow to optimize resource allocation and operational efficiency.

• Collaborate with nursing and call center teams to optimize provider schedules and fill same-day appointment gaps to maximize access to care.

• Monitor front-end revenue cycle activities and provide guidance on patient billing, financial assistance programs, and insurance eligibility.

• Ensure accurate documentation for payments, co-pays, and financial assistance applications, and serve as the subject matter expert for clinic-level referral management and navigation.

• Monitor registration accuracy, patient wait times, and access metrics to support quality, safety, and value (QSV) initiatives.

• Ensure the maintenance of all required logbooks and binders for regulatory compliance with FQHC, HRSA, and operational audit standards.

• Complete and submit required monthly operational reports, including performance metrics and improvement recommendations.

• Monitor and analyze dashboards to assess performance, identify trends, and escalate findings for improvement.

• Support new patient orientation, helping patients understand available services, appointment expectations, and their rights and responsibilities.

• Promote a patient-centered approach in all interactions to improve service quality and satisfaction.

• Receive, document, and address patient compliments and complaints, collaborate with the risk and compliance team to resolve them, and complete necessary follow-up and reporting.

• Actively collaborate with other site supervisors to ensure standardized processes and cohesive administrative coverage across all locations.

• Work cross-functionally with clinical, billing, IT, and administrative teams to streamline workflows and enhance coordinated care.

• Maintain safety, security, and cleanliness of the facility by promptly reporting and addressing building-related issues.

• Partner with the Senior PAR to manage and replenish office supplies, ensuring the availability of tools and equipment to support operations.

• Lead daily team huddles and monthly staff meetings to discuss performance, communicate updates, celebrate achievements, and reinforce service excellence.

• Represent the department in internal committees or projects, facilitating effective communication across all levels of the organization, including providers, vendors, external agencies, and patients.

• Emergency duty may be required of the incumbent that includes working in Red Cross shelters or performing other emergency duties, including, but not limited to, responses to threats or disasters, man-made or natural. Additionally, incumbents are required to perform emergency response and management duties for Palm Beach County as required.

• Ability to work flexible hours, including weekends if needed.

• Additional duties as assigned.

Additional Duties

This job description reflects the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a complete description of all work requirements and expectations that may be inherent in this position. The omission of specific statements of duties does not exclude from the position. Management of the Health Care District of Palm Beach County reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization. 

Qualifications

Company