Job Summary:

The Access Center Supervisor provides leadership and operational oversight for the Central Scheduling and Referral/Authorization teams within the Access Center. This role is instrumental in driving performance, improving workflows, delivering a high-quality patient and clinician experience, and the financial stability of the organization. The Supervisor is responsible for supervising day-to-day operations, developing staff, monitoring work queues, and ensuring that scheduling and referral/authorization functions are completed accurately and in a timely manner. The supervisor will provide guidance, mentorship, and oversight to the team, ensuring high-quality services are delivered to both patients and clinicians. The Supervisor works collaboratively with internal departments and leadership to identify opportunities for operational improvement and implement best practices to meet key performance indicators and organizational goals.

Duties and Responsibilities:

Administrative Responsibilities: Approve and monitor employee timecards, paid time off (PTO), and sick leave requests. Ensure the department is consistently staffed to meet operational needs by tracking team availability and coverage. Report any staffing issues or concerns to the management team promptly, ensuring appropriate action is taken to maintain workflow and productivity.

Team Leadership & Supervision: Lead and manage day-to-day operations. Providing direction, training, and support to ensure the team meets departmental goals and objectives.

Workflow Management: Oversee the submission of Notices of Admissions (NOA) to payers, securing surgical authorizations, verifying that all required authorizations are on file, and patient estimates are correctly finalized. Ensure the team is meeting timelines and handling tasks efficiently.

Compliance Monitoring: Ensure that the team adheres to all federal regulations, including the No Surprises Act, and maintains compliance with payer policies and organizational guidelines.

Performance Evaluation & Reporting: Regularly assess team performance, provide constructive feedback, and implement strategies to improve performance. Prepare reports on team productivity and compliance metrics for senior management.

Training & Development: Conduct training sessions to ensure staff is up to date with scheduling processes (clinical and non-clinical), authorization processes, payer requirements, and regulatory changes. Foster continuous professional development within the team.

Collaboration & Communication: Act as a liaison between the Referral and Authorization and Scheduling teams, clinicians, and insurance companies to resolve any issues or discrepancies related to scheduling and/or authorizations.

Problem Resolution: Address complex issues related to scheduling and authorizations. Ensure effective resolution of escalated concerns from patients, clinicians, or payers.

Quality Control & Improvement: Monitor team activities for accuracy, ensuring the proper workflows for scheduling and authorizations are followed. Identify opportunities for process improvement and implement best practices.

Perform other duties as assigned.

Requirements:

Associate degree required; bachelor’s degree preferred.

5-7 years of experience in healthcare operations, including at least 2 years of supervisory or lead experience in scheduling, referrals, or authorization processing.

Experience working with EPIC preferred.

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, and our Wellness Center, are trusted organizations fueling the latest advances in medical research, attracting top specialty-trained doctors, and honing renowned services and innovative programs to engage in the important discussions people need to have about their health.

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.