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The Patient Access Service Supervisor is responsible for the daily planning, organizing and supervising of operations for assigned areas, to meet the needs of all customers and support Medical Center philosophies. The Supervisor assumes fiscal responsibility through participating in unit budget preparations, serves as liaison with medical staff and other personnel, promotes maximum growth and development of each employee, participates in strategic planning, both long and short term, and insures patient advocacy. The Supervisor is accountable to the Patient Access Manager or Director. The Supervisor guides staff in meeting customer's needs consistent with the Medical Center's philosophy, mission, vision and strategic plan. The Supervisor is responsible for contributing to the overall achievement of Patient Services goals:

Contributes and collaborates with team members to develop and maintain effective and efficient workflows, job aids, policy and procedures as they relate to Scheduling, Referrals, Financial Clearance, Registration, and Revenue Cycle processes.

Monitors, coordinates, and supervises the daily operations and staffing schedule of assigned unit(s) to provide appropriate resources to meet department needs and projects. Adjust staff schedules accordingly.

Supervises clerical and administrative support staff. Interviews and recommends the hire of new staff. Trains staff and conducts in-services, evaluates performance, recommends merit increases, counsels and effectively administers constructive corrective action and recommends termination when appropriate. Maintains accurate and complete documentation in employee’s personnel file.

Evaluates operational and quality needs and implementing training and workflow enhancements to gain efficiencies, improve customer service and ensure high levels of data integrity and quality standards.

Administers and coordinates human resources and payroll functions for the department. Intervenes and resolves personnel and payroll issues, working with Human Resources and Payroll as necessary. May manage the SDAN system for the department.

Performs quality measures, monitoring of reports and monthly statements. Develop quality monitors to ensure department goals are being met. Implementing appropriate measures to monitor and track quality, productivity, and improvements. Responsible for monthly reporting of Key Performance Indicators.

Functions as a positive, creative and effective leader, actively participating in performance improvement activities and consulting in implementation of education programs.

Ensures compliance with all federal, state and municipal laws, regulations and ordinances for assigned areas. Maintains staff compliance with Medical Center policies, procedures and protocols.

Recognizes the worth of their human resources and uses them effectively. Maintains positive work climate, ensures appropriate staff education, promotes environment that fosters self-directed staff, assists employees to develop and contribute to the organization and applies human resource policies fairly and consistently.

Assumes fiscal responsibility for the unit including assisting with unit budget preparation, labor and supply cost management and revenue enhancement.

Ensures ongoing staff compliance with established Medical Center and department protocols

Collaborates with departments and entities within and outside Cedars-Sinai Health System in resolving workflow issues and processes flows.

Reviews, monitors and reports overall productivity and service quality indicators.

Holds regular staff meetings, communicate information, new policies, practices and procedures, follows up on questions or concerns raised at staff meetings.

Department specific responsibilities for this hybrid role include:

• Assists and facilitates planning, training and implementation of Patient Access/Registration leading best practice processes and workflows (e.g., referrals, registration, scheduling, authorizations, financial clearance, and financial counseling.)
• Responsible for overseeing a comprehensive and effective training and quality program. Development of ongoing training curriculum for new hires and annual competency of registration staff.
• Insures the integrity of the authorization process to positively impact the financial and customer service goals.
• Works collaboratively with clinical staff, provider offices and other departments to ensure prior authorization is secured. Addressing issues and ensuring workflow related to prior authorization are resolved. Advises providers and offices of issues that may arise relating to prior authorization and, recommend patient cancellations/reschedules as necessary.
• Works collaboratively with clinical staff, provider offices and other departments to ensure notice of admissions to payors is completed timely and inpatient authorizations is secured. Addressing issues and ensuring workflows related to inpatient authorizations are resolved. Works collaboratively with Utilization Management departments across Cedars Sinai facilities. Analyzes denial and adjustment reports and recommend changes to workflow and system edits, as appropriate. Report metrics/trends to Patient Access leadership.
• Monitors and implements state funded Medicaid practices with patient eligibility and application processes. Maintains knowledge and training requirements as determined by the Hospital Association of Southern California (HASC).
• Analyzes denial and adjustment reports and recommend changes to workflow and system edits, as appropriate. Reports metrics/trends to Patient Access leadership.
• Supervises call center staff. Monitors calls to ensure exceptional customer service provided, manages staff schedules to ensure staffing levels support call volume, and identifies training opportunities for staff.
• Serves as the leadership liaison to patients, callers, and physicians and is accountable for the administration of all process problems/changes, inter-department Contributed by Dartmouth-Hitchcock communication, receiving of feedback, and adjusting workflow relative to call center operations.
• Creates and monitors weekly reports for all key performance indicators and meets monthly with all clients and staff to review, educate and share improvements and opportunities.
• Conducts quarterly on-site visits to clients that are supported by the call team to enhance and maintain relationships, perform observations and look for opportunities.
• Oversees the registration processes, financial clearance and/or scheduling processes of their departments ensuring timely, complete and accurate registrations. Insures effective monitoring of productivity and quality. Manages any escalated issues or patient complaints in a timely manner.
• Monitors department key performance indicators, identifying trends and areas of improvement. Develops and implements action plans for improvement.
• Manages patient flow and wait times for registration. Adjusts productivity and coverage as necessary to insure optimal performance and staffing.
• Collaborates with affiliates, departments, clinical care teams and providers, ensuring that processes, patient flow and technology are functioning properly and meeting the needs of the department.

Requirements:

• High School Diploma/GED required. Bachelor's degree in business administration, finance, accounting or other relevant major preferred.
• A minimum of 4 years of healthcare experience working in Patient Access, Registration, Financial Clearance, Scheduling, or Revenue Cycle related roles, preferably within the department or Cedars-Sinai health system, required.
• A minimum of 1 year of Lead or Supervisory experience is required. 
• Experience with process improvement and workflow optimization desirable. 

Ideal candidates will bring experience in:

• Decision Trees and Template Design: Building and optimizing scheduling structures to streamline patient access.
• Cross-Functional Collaboration: Partnering with physicians, clinical operations leaders, executive leadership, EIS, and consultants.
• Specialty Oversight: Understanding the nuances of specialty department workflows and taxonomy.
• Change Leadership: Supporting spread initiatives across multiple departments, balancing physician & clinic engagement with operational excellence.
• Strategic Communication: Confidently leading conversations with providers and executives to align access initiatives with organizational goals.

Why work here?

Beyond outstanding employee benefits including health and dental insurance, paid vacation, and a 403(b), we take pride in hiring the best, most passionate employees. Our accomplished staff reflects the culturally and ethnically diverse community we serve. They are proof of our commitment to creating a dynamic, inclusive environment that fuels innovation.