Job Description

Job Location: Albuquerque, NM 87110

POSITION SUMMARY:
The Patient Access Supervisor is responsible for overseeing day-to-day operations, performance, and productivity for Pre-Certification, Worklink, and MRI Scheduling functions. This role ensures that scheduling, authorization, and insurance verification processes are executed accurately, consistently, and in accordance with established protocols. The Supervisor plays a key role in staff development, workflow optimization, and escalation management to support patient satisfaction and operational efficiency.
ESSENTIAL RESPONSIBILITIES:
- Leadership and Management
- - Provide direct supervision and leadership to Pre-Certification, Worklink, and MRI Scheduling staff, setting clear expectations for performance, accountability, and service excellence.
- - Establish departmental goals aligned with organizational objectives and support employees in achieving individual and team performance goals.
- - Foster teamwork, open communication, and a culture of accountability through regular feedback, coaching, and mentorship.
- - Conduct departmental meetings and one-on-one check-ins to support employee engagement, performance improvement, and professional development.
- Training and Performance Oversight
- - Develop, implement, and maintain a standardized training program for scheduling, registration, insurance verification, and authorization processes.
- - Serve as a role model and mentor to staff, ensuring consistent application of policies, workflows, and service standards.
- - Audit staff work for accuracy, completeness, and compliance with scheduling, registration, and patient intake protocols.
- - Monitor performance metrics and productivity trends; provide feedback and corrective guidance as needed.
- Operational Excellence and Workflow Optimization
- - Evaluate existing processes and workflows to identify opportunities for improvement, efficiency, and standardization.
- - Redesign processes as needed to enhance patient experience, reduce errors, and improve operational performance.
- - Monitor authorization denials and identify trends; implement process improvements to ensure proper documentation and protocol adherence.
- - Produce and analyze call volume and performance reports to optimize staffing levels and support quality improvement initiatives.
- Patient Experience and Escalation Management
- - Establish and maintain clear escalation procedures for patient access-related concerns.
- - Serve as the primary point of escalation for issues related to Worklink, MRI scheduling, and Pre-Certification.
- - Address patient, provider, therapist, and internal stakeholder concerns in a timely and professional manner, escalating issues to senior leadership when appropriate.
- - Monitor phone system metrics, including wait times, hold times, and call abandonment rates, utilizing data to support training and performance improvement.
- Communication and Collaboration
- - Work closely with clinical, administrative, and leadership teams to identify issues and develop integrated solutions.
- - Promote positive interdepartmental relationships to support seamless patient access and care coordination.
- - Keep senior management informed of significant issues, trends, or operational risks impacting patient access functions.
- Maintain compliance with federal, state, and local employment laws and regulations and adhere to company policies as described in the employment handbook and company work rules.
- Regular and reliable attendance.
- Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:
Department Oversight:
- Patient Access
- - MRI Scheduling
- - Worklink
- - Pre-Certification
KNOWLEDGE, SKILLS AND ABILITIES:
- Working knowledge of patient access functions, including appointment scheduling, insurance verification, prior authorizations, Worklink processes, and MRI scheduling.
- Understanding of healthcare revenue cycle concepts as they relate to front-end operations and authorization processes.
- Knowledge of payer requirements, authorization workflows, and common causes of authorization denials.
- Familiarity with healthcare compliance standards, including HIPAA and patient privacy regulations.
- Understanding of clinic operations and the impact of patient access processes on clinical flow and patient experience.
- Strong leadership and supervisory skills, with the ability to coach, mentor, and hold staff accountable.
- Effective communication skills, including the ability to explain processes clearly, address concerns professionally, and facilitate productive discussions.
- Analytical and problem-solving skills, with the ability to review data, identify trends, and implement process improvements.
- Organizational and time management skills, with the ability to prioritize competing demands in a fast-paced environment.
- Ability to manage escalations calmly and professionally, balancing patient satisfaction with operational requirements.
- Proficiency with scheduling systems, electronic health records, and call management systems, or the ability to quickly learn new technology.
- Ability to lead and motivate teams while fostering collaboration and engagement.
- Ability to evaluate workflows and recommend improvements to increase efficiency, accuracy, and service quality.
- Ability to interpret reports and performance metrics to inform staffing decisions, training needs, and performance management.
- Ability to maintain confidentiality and exercise sound judgment in sensitive situations.
- Ability to work effectively across departments and build strong working relationships with clinical and administrative partners.
- Ability to adapt to change and support staff through process updates and operational adjustments.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts.
Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.
Noise level in the work environment is usually moderate.

QualificationsEDUCATION AND EXPERIENCE:
Required:
- High school diploma or equivalent
- 3+ years of experience in prior authorization at an ambulatory or specialty clinic setting.
- Prior leadership, lead, or supervisory experience strongly preferred.
- Strong communication, problem-solving, and leadership skills.
- Familiarity with EHR and practice management systems.
Preferred:
- Experience in orthopaedics or specialty care.
- Experience supporting multiple providers or high-volume clinics.