Job Description

About Intuitive Health

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually. For more information, visit IHERUC.com.

Through partnerships with respected, high-performing health systems, Intuitive Health brings its innovative care model to communities known for clinical excellence. Team members are employed by Intuitive Health and work closely alongside our partners to deliver a seamless, patient-centered experience.

About UF Health

The UF Health network of care includes 12 hospitals and hundreds of physician practices and outpatient locations in Gainesville, Jacksonville and Central Florida. UF Health is recognized as Florida’s premier hospital system, thanks to our commitment to quality clinical care that yields outstanding outcomes and continually earns us national recognition.

The Patient Access Supervisor displays leadership skills to lead a wide range of duties in support of Front Desk Receptionist Team efficiencies which may include but not limited to; driving team performance accountability, lead patient access team daily operations, collaborates with others in process and operational excellence.

The Patient Access Supervisor is a higher-level leadership role responsible for operational oversight, people leadership, and performance management across assigned site(s). This role focuses on supervising and developing Patient Access Leads and staff, ensuring consistent workflows, staffing effectiveness, and compliance with policies and procedures, while reducing routine front desk task execution. Scope of responsibility may include oversight of multiple sites or higher-volume locations based on business need.

This role is responsible for providing feedback on daily registration processes and staffing issues to leadership. They proactively identify operational risks, staffing gaps, and performance trends, and partner with Program Director and RVP leadership on solutions and continuous improvement.

In this position, it is imperative to be able to consistently maintain a pleasant, professional demeanor and make patients and employees always feel welcome. Ability to multi-task is a must.

• Provide direct supervision and leadership oversight of Patient Access Leads and front office staff, including hiring recommendations, performance management, corrective action, and time & attendance administration in accordance with company policy and leadership approval requirements.
• Model patient experience expectations and ensure team is adhering to the patient experience expectations.
• Analyze Patient Access performance metrics (Callbacks, Bedside, NPS, RQA, etc.), identify trends, and implement staffing or process adjustments in partnership with leadership.
• Maintain an appropriate Front Desk Receptionist environment that is friendly and respectful.
• Maintain working knowledge of Front Desk duties to provide oversight, coaching, and coverage escalation as needed; routine execution of Front Desk tasks is not the primary function of this role.
• Oversee staffing models and schedules to ensure adequate coverage; delegate schedule creation to Leads as appropriate and approve final schedules.
• Ensure appropriate coverage plans are in place; provide coverage only as needed during escalated or exceptional situations.
• Ensure training quality and consistency for new and existing staff through oversight of Leads and training processes.
• Interview, select, and hire Front Office staff in accordance with company policy and approval requirements.
• Prepare appropriate access for new hires
• Complete 90-day evaluations for Front Office staff, incorporating input from Patient Access Leads as appropriate, and ensure timely, high-quality feedback.
• Own implementation and ongoing evaluation of Patient Access policies and procedures; recommend updates and improvements to leadership.
• Ensure reconciliation processes are completed accurately and timely by Leads and staff, review reports and address discrepancies.
• Provide oversight and accountability for required documentation and reconciliation processes.
• Lead or delegate staff meetings focused on performance, engagement, and operational improvement.
• Ensure downtime readiness, processes, and training are maintained across assigned site(s).
  • Ensure downtime resources, binders, and training are maintained and reviewed regularly.
  • Ensure patient information is accurately reconciled and backloaded through oversight and quality review.
  • Ensure Leads maintain staff training and competency in downtime and reconciliation processes.
• Ensure adherence to all laws and regulations regarding employment, affirmative action, safety and drugs
• Ensure that patient records are accurate and complete.
• Enforce personnel policies and procedures and partner with HR and leadership on corrective action and compliance matters.
• Provide patients and their families with a customer focused, friendly reassuring open environment that encourages patients to return.
• Assist in resolving patient concerns. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques.
• Ability to manage conflict and appropriately request the help of a leader when needed.
• Coordinate workflow processes with hospital partner as needed.
• Follow all HIPAA policies and procedures.
• Follow and enforce all company policies.
• Develop and coach Patient Access Leads to support succession planning and leadership readiness.
• Support multi-site operations or higher-volume locations as assigned, with accountability for consistency and performance across scope
• Other duties as assigned

Qualifications

• High School Diploma or GED required
• 2-4-year college degree in Business, Accounting, Medical Administration or related area preferred
• Minimum of 2 years’ experience in medical office setting
• Minimum of 5 years’ experience in supervisory or lead role preferred
• Familiar with health insurance and the insurance verification process.
• Patient Registration/Medical record system experience needed.
• Must be computer literate (Word, Excel Outlook)
• Ability to perform multiple tasks simultaneously, and to prioritize multiple demands effectively
• Exceptional communication skills and customer service is required
• Solid work history
• Be flexible with hours, as staffing of 24/7 units may require flexibility

PHYSICAL DEMANDS

This position includes standing, walking, use of hands, reaching, sitting, talking and listening. This position may require lifting up to 10 pounds. There are no special vision requirements for this position.

WORK ENVIRONMENT

This position also requires working near moving mechanical parts. This position would require exposure to moderate noise such as business printers and computers.

POSITION TYPE/EXPECTED HOURS OF WORK

Incumbent will be scheduled based on operational need (rotate shifts, standby, AA, on-call).

TRAVEL

Travel is primarily local during the business day, although some out-of-the-area may be expected. Incumbent will be required to work at any facility and be responsible for own transportation.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.

Additional Information

Intuitive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.