Supervisor - Patient Access Emergency Department

  • MaineHealth
  • Portland, ME, USA
  • Apr 30, 2020

Job Description


Supervisor – Patient Access Emergency Department

Maine Medical Center

Portland, ME

Full Time, Evenings


Maine Medical Center is seeking a Supervisor – Patient Access Emergency Department in Portland. The Supervisor must have excellent communication and time management skills, be flexible in a fast-paced Emergency setting, and be able to build and maintain collaborative relationships. The Emergency Patient Access Evening Supervisor is responsible for coordinating and supervising the Patient Access Associate activities in the MMC Emergency Department. This position has a rotating schedule on the evening/weekend shifts to support the needs of the team. The Supervisor has direct oversight, including the hiring, coaching, scheduling, completion of payroll and support of day to day operations for about 20 Patient Access staff, that are patient-facing in a 24/7, Level 1 Trauma Center, Emergency Department. The Patient Access functions include patient check-in/arrivals and admissions, bedside registration, coverage verification, financial navigation, including time of service collections, and works in close contact with clinical staff.


The Supervisor is responsible for providing leadership, support, direction and focus in the application of the Patient Access standards and principles of continuous improvement. The scope of responsibility includes maintaining the processes, data system accuracy and infrastructure that assures that the MaineHealth entity receives timely payment for services provided or makes alternative financial arrangements, and that patients receive prompt clinical services. S/he will supervise staff to ensure the financial goals and objectives based on the Revenue Cycle Scorecard are achieved monthly for each area of responsibility. This role will create an environment where new ideas are encouraged. S/he will reinforce staff involvement in all improvement activities, develops department goals and objectives which support corporate and health system. S/he must have a full understanding of the process and each role within the process and its effect on the larger scope of the Revenue Cycle. This role must establish the department’s standards and expectations for improvement initiatives and aligns them with Revenue Cycle initiatives.

  • Required Minimum Knowledge, Skills, and Abilities (KSAs)
    • Education: Two years of college or equivalent hospital leadership experience.
    • Licensure: None Required.
    • Certification: Certified Healthcare Access Associate Certification preferred (can be acquired post hire).
    • Experience:
      • 1-2 years in a related Healthcare Field.
      • 1-2 years supervisory experience preferred.
      • Customer service experience required including training in customer service principles.
      • Experience and training in Quality Improvement and process redesign principles.
      • Able to work in a high volume, fast paced work environment and perform and prioritize multiple tasks simultaneously.
    • Proficiencies:
      • Proven proficiency or past experience in a leadership position, full understanding of Patient Access as it relates to registration, scheduling, insurance verification, authorization, collection functions, financial analysis/counseling and third party payer procedures within a payer type (Commercial or Government).
      • Must have excellent verbal and written communication skills in order to present and explain information to customers in a desired manner consistent with procedures.
      • Strong interpersonal skills necessary to provide motivational leadership and to deal effectively and compassionately with all types of patients, diverse unit staff, physicians and other departmental personnel outside agencies, third party payers and the public.
      • Have practical experience working with Microsoft Word, Excel, PowerPoint, Access and Adobe applications.
      • Have analytical skills necessary to solve complex problems of patient access, perform mathematical calculations and to organize and oversee the work of others to ensure accounts of patients are processed according to department standards.
      • Must be able to handle sensitive, stressful and confidential situations and account information.
      • Need to have data / analytical skills to develop root cause and corrective action.
      • A high level of self activation and initiative to keep abreast of dynamic changes in the regulatory and reimbursement arena and in seeking innovation improvements in the complex process of patient access and customer service.
      • Demonstrated capacity to function effectively as a collaborative member of formal and informal teams.