The Patient Access & Revenue Operations Supervisor is responsible for supervising the daily operations of patient access, front office functions, medical records, credentialing support, and revenue cycle support for one Village Heart & Vein location. This position directly supervises approximately 13 employees and is responsible for ensuring exceptional patient service, efficient patient scheduling, accurate registration, insurance verification, prior authorization completion, timely provider documentation, and effective collaboration with the organization's third-party billing partner to support revenue cycle performance.
The Supervisor provides day-to-day leadership for Patient Access & Revenue Operations staff while fostering a positive, accountable, and patient-centered work environment. This position works closely with providers, clinical leadership, the Chief Financial Officer, and the third-party billing company to improve workflow efficiency, reduce preventable denials, enhance patient experience, and support the financial health of the practice. This role is intended for an emerging healthcare leader who demonstrates strong operational knowledge, leadership potential, and a commitment to professional growth.
Essential Duties and ResponsibilitiesLeadership & Staff SupervisionSupervise the daily operations of approximately 13 Patient Access & Revenue Operations employees at one Village Heart & Vein location.Provide daily leadership, coaching, mentoring, and performance feedback to staff.Foster a culture of teamwork, accountability, professionalism, and exceptional customer service.Coordinate departmental staffing, schedules, and daily workflow to ensure operational coverage.Assist with recruitment, onboarding, orientation, and training of new employees.Monitor employee productivity and workflow performance.Conduct regular departmental meetings and communicate organizational initiatives.Participate in employee performance evaluations.Address routine employee concerns and partner with senior leadership on employee relations, corrective action, and performance improvement plans as appropriate.Encourage employee engagement, professional development, and cross-training opportunities.Lead by example while modeling Village Heart & Vein's mission, vision, and core values.Patient Access OperationsSupervise patient scheduling, registration, check-in, and check-out processes.Ensure accurate collection of patient demographic and insurance information.Monitor provider scheduling templates for efficiency and accuracy.Promote timely patient access while minimizing scheduling delays.Resolve patient concerns related to scheduling, registration, and customer service.Monitor call center performance, including live answer rates, abandoned call rates, and service standards.Ensure front office staff consistently provide a welcoming and professional patient experience.Insurance Verification & AuthorizationsEnsure insurance eligibility is verified prior to services being rendered.Monitor completion of prior authorizations and referrals.Collaborate with the authorization team to resolve payer issues.Identify trends contributing to authorization-related denials and implement workflow improvements.Ensure staff understand payer requirements and maintain current knowledge of authorization processes.Revenue Cycle SupportServe as the operational liaison between Village Heart & Vein and the third-party billing company.Monitor provider documentation and charge completion to support timely claim submission.Review operational reports and identify trends affecting reimbursement.Assist with resolving registration, authorization, and documentation issues impacting claims.Support initiatives to reduce preventable denials and improve revenue cycle performance.Escalate significant operational or financial concerns to the Chief Financial Officer.Collaborate with providers and clinical leadership to improve documentation and workflow efficiency.Point-of-Service CollectionsEnsure consistent collection of copayments, deductibles, and outstanding patient balances according to Village Heart & Vein policies.Support accurate patient financial estimates when appropriate.Coach staff on effective and respectful financial conversations with patients.Monitor point-of-service collection performance and identify opportunities for improvement.Medical RecordsSupervise medical records workflow.Ensure timely processing of release of information requests.Monitor provider chart completion to support timely billing.Maintain compliance with HIPAA, record retention policies, and documentation standards.Credentialing SupportSupervise credentialing support staff and monitor provider enrollment activities.Ensure timely completion of provider credentialing and payer enrollment.Monitor CAQH profiles and payer enrollment updates.Coordinate communication with credentialing vendors and payer representatives.Assist leadership with provider onboarding activities related to credentialing.Operational PerformanceMonitor daily operational reports and department productivity.Identify workflow inefficiencies and recommend operational improvements.Assist with implementation of new technologies, software, and organizational initiatives.Participate in quality improvement projects.Promote standardization of workflows across the department.Cross-train staff to improve operational flexibility and business continuity.ComplianceEnsure compliance with HIPAA, CMS regulations, payer requirements, OSHA standards, and Village Heart & Vein policies.Maintain confidentiality of patient, employee, and organizational information.Promote regulatory compliance and accurate documentation.Support organizational compliance initiatives and audit activities.Leadership CompetenciesThe Patient Access & Revenue Operations Supervisor is expected to:
Lead by example and model Village Heart & Vein's mission and values.Build positive working relationships across departments.Coach employees with professionalism, consistency, and respect.Communicate effectively with staff, providers, patients, and leadership.Demonstrate sound judgment and problem-solving abilities.Adapt to changing priorities while maintaining operational excellence.Foster accountability, employee engagement, and continuous improvement.Encourage collaboration and maintain a positive workplace culture.Performance ExpectationsThe Patient Access & Revenue Operations Supervisor will be evaluated on the department's ability to achieve operational goals, including:
Patient AccessRegistration accuracyScheduling accuracyLive answer rateCall abandonment ratePatient satisfaction scoresFront office efficiencyFinancial ClearanceInsurance verification completionPrior authorization completionRegistration-related denial reductionReferral completion accuracyRevenue Cycle SupportTimely provider documentationCharge completion timelinessCollaboration with third-party billing partnerReduction in preventable denialsResolution of operational billing issuesTeam PerformanceEmployee engagementStaff productivityEmployee retentionTraining and onboarding completionCross-training participationAttendance and accountabilityQuality assurance monitoringOperational ExcellenceProcess improvement initiativesDepartment efficiencyCross-department collaborationCompliance with Village Heart & Vein policiesAchievement of departmental performance goalsQualificationsEducationAssociate degree in Healthcare Administration, Business Administration, Healthcare Management, or a related field required.Bachelor's degree in Healthcare Administration, Business Administration, Healthcare Management, or a related field preferred.Equivalent combination of education and healthcare operations experience may be considered.ExperienceTwo (2) to four (4) years of experience in a physician practice, specialty clinic, ambulatory healthcare, or similar medical office required.Previous experience serving as a team lead, trainer, mentor, or informal leader preferred.Previous supervisory experience is preferred but not required.Candidates who demonstrate strong leadership potential, operational knowledge, accountability, and the ability to motivate others are encouraged to apply.Experience using eClinicalWorks (eCW) or a comparable electronic health record/practice management system preferred.Knowledge, Skills & AbilitiesStrong understanding of medical office operations and patient access workflows.Working knowledge of insurance verification, referrals, prior authorizations, and payer requirements.Basic understanding of medical billing and revenue cycle principles.Ability to supervise, coach, and motivate employees.Strong organizational, time management, and problem-solving skills.Excellent written and verbal communication skills.Ability to analyze operational reports and identify workflow improvement opportunities.Strong customer service and conflict resolution skills.Ability to prioritize multiple responsibilities in a fast-paced environment.Ability to build collaborative working relationships with providers, staff, and external business partners.Ability to maintain confidentiality and exercise sound judgment.Proficiency with Microsoft Office applications and healthcare information systems.Working ConditionsPrimarily office-based within a busy cardiology practice.Frequent interaction with patients, providers, employees, and external business partners.Regular use of computers, telephones, scanners, and other office equipment.Requires maintaining strict confidentiality of patient, employee, and organizational information.Physical RequirementsProlonged periods of sitting, standing, and walking.Frequent use of hands and fingers for computer and office equipment.Ability to communicate effectively in person and by telephone.Ability to occasionally bend, stoop, reach, and lift up to 10 pounds.Visual acuity sufficient to review reports, electronic medical records, and computer screens. Read LessThe Patient Access Specialist is responsible for supporting front-end revenue cycle operations by ensuring accurate scheduling, patient registration, check-in and check-out workflows, insurance eligibility verification, financial clearance, and point-of-service collections. This role helps ensure patients are properly scheduled, financially prepared, and efficiently processed during their visit.
The Patient Access Specialist works closely with clinical teams and revenue cycle leadership to maintain accurate patient records, support smooth clinic flow, improve patient experience, and help prevent billing delays or denials.
Duties and ResponsibilitiesScheduling & RegistrationSchedule patient appointments according to provider availability, service requirements, and clinic scheduling protocols.Accurately collect and verify patient demographic information including address, contact information, guarantor details, and insurance coverage.Ensure patient registration is completed accurately within the electronic medical record (EMR) or practice management system.Verify provider, location, and appointment type to ensure proper scheduling and resource utilization.Maintain scheduling accuracy to support clinic efficiency and reduce appointment errors. Patient Check-In / Check-OutGreet patients and verify identity using appropriate patient identifiers upon arrival.Perform patient check-in activities including demographic verification, insurance validation, and required documentation collection.Ensure completion of required forms such as consent to treat, HIPAA acknowledgement, financial policy acknowledgement, and assignment of benefits.Update patient arrival status in the EMR and coordinate with clinical staff to support efficient patient flow.Facilitate patient check-out after the visit by scheduling follow-up appointments, diagnostic testing, or procedures as ordered by the provider.Provide appointment instructions and ensure patients understand next steps in their care plan. Eligibility & Financial ClearanceVerify insurance eligibility and benefits prior to patient services.Identify referral, authorization, or pre-certification requirements and escalate when necessary.Confirm financial clearance requirements are met prior to services to prevent billing delays.Communicate patient financial responsibility including copays, deductibles, and coinsurance.Document eligibility verification and financial clearance activities in accordance with organizational policies. Point-of-Service (POS) Collections, Estimates & Patient BalancesCollect copays, deductibles, and outstanding balances at the time of service.Provide patient financial estimates when available and explain payment expectations.Offer payment options including payment plans or financial assistance programs when appropriate.Accurately document and process point-of-service collections in accordance with organizational procedures.Assist patients with general billing questions and route complex financial inquiries to Patient Financial Services.Meet productivity, accuracy, and aging targets.Participate in audits, quality reviews, optimization, and process improvement training initiatives. Performance Accountability / Key Performance Indicators (KPIs)Scheduling & Registration MetricsScheduling accuracy rateRegistration accuracy rateDemographic error rateAppointment utilization and scheduling efficiencyEligibility & Financial Clearance MetricsEligibility verification completion rateAuthorization identification accuracyFinancial clearance completion prior to servicePreventable denial rate related to registration or eligibility errorsPOS Collections & Financial MetricsPOS collection rate vs. expected collectionsCopay collection accuracyPatient balance collection ratePayment documentation accuracyCall & Patient Experience MetricsCall handling quality and professionalismPatient satisfaction and service experienceTimeliness of patient response and follow-upPatient wait time and check-in efficiencyThis job description summarizes the primary duties of the position and is not intended to be all-inclusive. Duties may change at management's discretion.
Qualifications and SkillsEducationHigh school diploma or equivalent required.Associate degree in Healthcare Administration, Business, or a related field preferred.Experience1–3 years of experience in patient access, scheduling, registration, or healthcare front-end revenue cycle operations preferred.Experience working with electronic medical record (EMR) or practice management systems.Knowledge & SkillsKnowledge of insurance eligibility verification, patient financial responsibility, and point-of-service collections.Strong customer service and communication skills with the ability to clearly explain financial information to patients.Ability to manage multiple tasks in a fast-paced clinical environment while maintaining accuracy and attention to detail.Understanding of healthcare privacy regulations, including HIPAA.Bilingual skills are a plus. Working ConditionsWork area must protect the confidentiality of the work the employee is performing.Regular use of office equipment. Physical RequirementsExtensive and regular periods of sitting, standing, bending, walking, seeing, talking, and listening.Full range of body motion, including complete manual and finger dexterity, as well as effective hand-eye coordination.Adequate visual acuity, including the ability to read information.Occasional requirement to reach with hands/arms, stoop, kneel, or crouch.Occasional requirement to push, pull, lift, and/or move up to 10 pounds. Read Less