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Supervisor Patient Access SCH

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Location: Buffalo, NY, United States

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Job Description

Salary: 56,959.50-87,496.50 USD

Facility: Sisters of Charity Hospital

Shift: Shift 1

Status: Full Time FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Exempt: Yes

Work Schedule: Days

Hours: Flexible start time between 7a-9a.


The Revenue Management Center supports the revenue cycle for all of the acute care sites and related departments, service lines, business units and affiliates for all Catholic Health ministries.

The Supervisor position will have direct oversight of all Patient Access functions including, but not limited to, Preregistration, Registration, Admissions, Insurance Verification, Prior Authorizations, Point of Service (POS) Collections, and the Daily Operations in the delivery of care to patient populations in the Inpatient, Outpatient and Emergency Department areas across Catholic Health. This will include, but is not be limited to providing oversight, management, training, and coordination of day-to-day operations for all Patient Access services with supervision of associates across various locations. The Supervisor must have a high level of service excellence with ability to work collaboratively with Hospital Administration and Ancillary Departments ensuring internal and external customer satisfaction, process and flow efficiencies, performance improvement, quality, and financial productivity. The Supervisor will forecast resource requirements to meet budgeted productivity targets and is accountable for team and KPI performance. The Supervisor is responsible for evaluation and review for regulatory compliance working with service lines and departments to maintain compliance with Federal, State and Local agencies and regulations. The Supervisor will drive accountability of staff through goal-setting and is responsible for POS collections and registration accuracy targets. The Supervisor works collaboratively with CH leadership on a daily basis to promote effective delivery of best practices and patient focused care. Daily, weekly and monthly activities include, but are not limited to managing assignments for the team, monitoring financial reports to maintain healthy Accounts Receivable (A/R) and POS collection metrics, coaching and providing staff direction, removing obstacles internally, technologically and with other departments, ensuring accuracy in the intake process, improving POS collections and improve Patient Access process efficiencies overall. In addition to supervision of all Patient Access functions and ensuring POS collection protocols are current and followed, the Supervisor will provide the highest level of customer service to our patients. This Supervisor will support the goal of maintaining a cohesive and efficient environment in conjunction with fellow department leaders and is required to comply with all state and federal regulatory agencies. As a member of the management team, the Supervisor is responsible to adhere to all Department, Hospital and Catholic Health policies.



  • Associates degree
  • In lieu of degree, five (5) years related experience


  • Minimum two (2) years of supervisory/management experience in a business related field Experience with electronic medical records (EMR) required
  • Experience in CPT & ICD-10 coding knowledge and medical terminology
  • High degree of subject matter expertise required
  • Experience in procedure development, process improvement, and quality assurance required
  • Experience managing large teams with demonstrated staff mentoring
  • Demonstrated experience in customer service with a focus on excellence
  • Project Management and Process Development experience including process re-engineering and change management
  • Thoroughly understands Accounts Receivable management


  • Strong knowledge of Medical Billing, Terminology, Operations & Third party payer requirements
  • General knowledge of HIPAA Privacy and Security rules
  • Computer proficiency in Microsoft Office, most notably Excel and Word, related software & technology including: printers and other peripheral devices
  • Ability to learn and adapt to various software applications, as necessary
  • Strong verbal, written, and telephone communication skills with ability to effectively communicate
  • Thorough knowledge of Human Resources Policies and Regulations
  • Ability to establish and maintain effective collaborative working relationship with all related parties at all levels of the organization
  • Ability to prioritize work responsibilities and maintain composure while working under demanding conditions which may involve supporting multiple objectives, and timelines
  • Demonstrated analytical and problem solving capabilities
  • Strong organizational and time management skills with ability to set priorities
  • Willingness and adaptability to changing circumstances
  • Proven leadership ability with strong interpersonal and mentoring skills
  • Ability to navigate and retrieve data from electronic management system and conduct compliance and financial record audits, as required
  • Ability to conduct extensive research based on departmental needs
  • Strong service-oriented behavior and ability to inspire trust and motivation from team members
  • Must consistently demonstrate diplomacy and tact in dealing with all customers, both internal and external
  • Ability to successfully complete any required training and/or certifications pertinent to the position


  • Required to travel (using personal transportation) to other Catholic Health locations as well as community locations for meetings, training and other CH activities
  • Must carry a cell phone, and be available to associates 24 hours/7days per week to address urgent needs
  • Must be able to work varied schedules, evenings, weekends or extra hours to cover PTO, major project implementation, equipment failures, etc. when needed
  • Will need to be available for supervisory coverage at other locations to support fellow Patient Access Supervisors


  • Work is performed in an office environment with normal light, heat and air
  • The noise level in the work environment is usually moderate
  • Exposed to a variety of electro-mechanical hazards, odorous chemicals and specimens, housekeeping cleaning agents/chemicals, and unpleasant elements (accidents, injuries and illness)
  • May be exposed to: infections and contagious diseases; biohazardous, radioactive substances; toxic chemical (photocopier)
  • Subject to many interruptions
  • Occasional exposure to unpleasant patients or elements
  • Contact with patients/customers under wide variety of circumstances
  • Occasionally subjected to irregular hours
  • Handles staff absentee replacement on short notice; emergency/crisis situations (potential customer violence, internal and external)
  • Increased pressure due to multiple calls and inquiries
  • Travel between practice sites
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