Supervisor, Patient Access - ED Registration

Job description

Be a part of a world-class academic healthcare system, UChicago Medicine , as a Supervisor, Patient Access- ED Department. This is a onsite opportunity, and you will need to be based inside of the greater Chicagoland area.
Under the direction of department leadership, supervises the daily operational, financial, and administrative activities of the Emergency Department patient access area within a designated Trauma Hospital. Oversees bedside and triage registration, point-of-service collections, insurance verification, and trauma tracking workflows to ensure patients receive a seamless and compliant entry into emergency care.
Leads frontline staff through active training, scheduling, performance evaluations, initiating corrective action, and reviewing productivity trends to support quality improvement and departmental efficiency. Serves as a vital operational liaison between Emergency Department clinical teams, trauma staff, financial counseling, and revenue cycle leadership to optimize patient flow, elevate team morale, and enhance overall operational performance
Essential Functions
• Staff Supervision & Operational Oversight: Assigns work, provides daily operational oversight, and manages frontline staff including Patient Access Representatives and Bedside/Triage Registration staff. Oversees bedside and triage registration, point-of-service collections, insurance verification, and trauma patient tracking workflows to ensure operational efficiency.
• Staffing & Schedule Management: Creates, maintains, and adjusts master shift schedules for 24/7 operational coverage in the Emergency Department. Dynamically adjusts shift schedules to accommodate high-volume trauma surges and departmental needs on a rotational basis.
• S taff Training & Development: Onboards, trains, and mentors Patient Access staff. Conducts ongoing refresher training programs on registration systems, compliance requirements, trauma intake protocols, and departmental workflows
• Performance Management & Quality Improvement: Evaluates staff performance, conducts regular quality audits, and initiates corrective action plans in accordance with organizational policies and HR guidelines. Reviews productivity trends, collection metrics, and error logs to identify areas for operational enhancement and quality improvement.
• Work queue & Revenue Cycle Monitoring: Daily monitoring of all patient, account, and claim edit work queues to resolve errors, identify training opportunities, and maintain daily goals of no accounts greater than two days in the work queue
• Interdepartmental Collaboration & Service Delivery: Serves as an operational resource and liaison between Emergency Department clinical teams, trauma staff, Triage, Managed Care, Financial Counseling, and Revenue Cycle leadership. Resolves complex registration issues, streamlines patient flow, and builds strong collaborative relationships across departments while boosting team morale.
• Regulatory Compliance & Other Duties: Ensures departmental compliance with HIPAA, EMTALA, trauma registry requirements, and hospital privacy policies. Performs additional leadership responsibilities, reporting, special projects, and other duties as assigned.

Required Qualifications
• Certified Revenue Cycle Representative (CRCR via HFMA) recommended upon hire or obtained within 1 year of employment.
• Certified Healthcare Access Manager (CHAM via NAHAM) or Certified Healthcare Access Associate (CHAA via NAHAM) strongly preferred.

Skills
• Insurance Knowledge & Verification Portals: Intermediate knowledge of government (Medicare, Medicaid) and commercial insurance payers, including proficiency with electronic eligibility and verification portals (e.g., Availity, payer portals, EHR-integrated eligibility tools).
• Intermediate level of personal computer skills in a "Windows" environment, including EHR systems (e.g., Epic, Cerner), work queue tools, spreadsheet, and word processing applications.
• Ability to process a high volume of work under stringent production time frames and high-stress trauma situations.
• Must have strong writing skills, analytical abilities, financial assessment capabilities, and be attentive to detail.
• Demonstrated leadership, conflict resolution, and corrective action management skills.
• Excellent interpersonal and communication skills with a proven ability to work as a team player, elevate staff morale, and collaborate across departments.
• Flexibility to adapt to rotational shift hours based on departmental needs.

Position Details:
• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days, Monday-Friday and Every other Weekend
• Unit/Department: Rev Cycle
• Work Location: Onsite
• CBA Code: Non-Union