Patient Experience Supervisor

**Pillar Health, A Division is of Kenosha Community Health Center, is hiring a Patient Experience Supervisor.** **POSITION SUMMARY** The Patient Experience Supervisor is responsible for overseeing the quality of front-end clinic operations and ensuring a high-quality, efficient, and patient-centered experience across all patient access functions. This role provides direct supervision and operational leadership for Patient Access Leads while serving as the primary liaison between clinic operations and revenue cycle functions related to patient access workflows. The Patient Experience Supervisor is responsible for developing, implementing, standardizing, and monitoring front-end operational workflows including pre-registration, scheduling, insurance verification, financial screening, and patient flow processes. This position plays a critical role in improving patient satisfaction, optimizing provider schedules, supporting revenue cycle integrity, and ensuring operational consistency across clinic sites and service lines. Working in close collaboration with the Operations Director and Patient Financial Services Manager, the Patient Experience Supervisor drives operational performance, staff development, workflow compliance, quality assurance, and patient access improvement initiatives. This role is expected to lead through visibility, accountability, coaching, data-driven decision making, and continuous process improvement. **ESSENTIAL FUNCTIONS/KEY COMPETENCIES** This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. **Leadership & Staff Supervision** - Provides direct supervision, guidance, and support to Patient Access Leads. - Oversees staffing coverage, workflow assignments, and daily front-end operations to ensure efficient patient access and patient flow. - Conducts staff onboarding, orientation, training, coaching, performance evaluations, and disciplinary actions as appropriate. - Establishes clear performance expectations and accountability measures for patient access staff. - Develops and maintains standardized workflows, procedures, and operational expectations across patient access functions. - Promotes a culture of teamwork, professionalism, accountability, customer service, and operational excellence. - Serves as an escalation resource for complex patient access, scheduling, registration, or customer service issues. - Supports employee engagement and staff development initiatives to improve retention, competency, and operational performance. **Patient Access Operations** - Oversees front-end operations including: - Patient pre-registration - Appointment scheduling - Insurance verification - Financial screening - Sliding fee eligibility - Self Payment Upfront Discount Program - Check-in/check-out processes - Call workflows - Ensures all registrations are completed accurately and fully prior to patient check-in. - Monitors operational workflows to ensure efficiency, compliance, and consistency across clinic locations and service lines. - Collaborates with operational and clinical leadership to optimize provider scheduling templates, patient access capacity, and appointment utilization. - Oversees front-end workflow processes to minimize registration errors, authorization delays, scheduling gaps, and denied claims. - Supports same-day access initiatives and patient scheduling optimization strategies. - Coordinates workflow improvements to reduce patient wait times and improve patient satisfaction. - Partners with revenue cycle leadership to improve front-end financial performance and registration accuracy. **Training, Education & Workflow Standardization** - Develops and oversees standardized training programs for patient access staff. - Ensures staff competency in: - Scheduling workflows - Pre-registration accuracy - Insurance eligibility - Financial counseling - Customer service standards - E…