Patient Access Supervisor

Metro Community Health Center in Rochester, NY seeks a Patient Access Supervisor to lead registration, scheduling, and front desk operations supporting primary and behavioral health services. In this mission-driven, community-focused role, you will supervise patient access staff, ensure accurate demographics and insurance capture, and optimize patient flow for diverse and underserved populations. You'll collaborate closely with clinical and billing teams, support EHR and process improvements, and model compassionate, culturally competent service in a supportive, team-oriented environment.

Responsibilities

• Supervise daily patient access operations, including registration, scheduling, and check-in/out workflows
• Ensure accurate collection and verification of patient demographics, insurance, and consent forms
• Monitor front desk and call center performance, staffing levels, and coverage to meet service standards
• Train, coach, and evaluate patient access staff, promoting a patient-centered, culturally competent approach
• Develop and maintain procedures to improve patient flow, wait times, and access to services
• Collaborate with clinical, behavioral health, and billing teams to resolve access, authorization, and referral issues
• Monitor productivity, quality, and key access metrics; prepare regular reports for leadership
• Address patient concerns and escalate complex issues to appropriate leaders
• Support implementation of EHR and scheduling system updates and process improvements
• Ensure compliance with HIPAA, regulatory, and organizational policies related to patient access

Required Skills

• Patient registration and scheduling
• Insurance verification and authorizations
• Electronic health record (EHR) systems
• Medical terminology
• HIPAA and healthcare compliance
• Staff supervision and scheduling
• Customer service in healthcare
• Data entry accuracy and documentation
• Workflow and process improvement
• Conflict resolution and de-escalation