Operations Supervisor, Patient Access Services (Inpatient)

Date: Jan 22, 2023

Location: Indianapolis, IN, US, 46202

Organization: HHC

Division:Eskenazi Health  

Sub-Division: Hospital  

Req ID:  16453 


Schedule: Full Time 

Shift: Varied (Days/Evenings) 


Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.




FLSA Status


Job Role Summary

The Patient Access Services Operations Supervisor directs and maintains the efficient flow of operations in the emergency department, inpatient and outpatient settings, clinics, specialty clinics, and hospital servicing areas with the ability to perform a variety of operational, financial, clerical, and patient service duties. The PAS Operations Supervisor often serves as the first contact patients have with the system and has a critical role in the patient quality of care as well as patient satisfaction with their care. This leadership position is the first line supervisor for the patient-facing registration task and is the on-site subject matter expert on all aspects of registration functions and has a working knowledge of the entire revenue cycle.

Essential Functions and Responsibilities

  • Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models the Eskenazi Pride Values of Professionalism, Respect, Innovation, Development and Excellence
  • Participates directly in the "front line" registration and financial counseling processes when necessary
  • Creates and maintains staff schedules and manages the time off (PTO) process for areas of responsibility; schedules should reflect at least 30 days in the future
  • Monitors staff time (KRONOS) and attendance processes daily and makes appropriate corrections as needed
  • Provides daily staffing updates to leadership and staff members; task must be completed the first hour of being on site
  • Ensures that all Epic work queues related to departmental functions are cleared within the guidelines established by the department
  • Monitors productivity and works to proactively reduce overtime hours utilized
  • Monitors workflow to ensure timely registrations at all registration points within area of supervision
  • Measures turnaround times (arrival to completion) following established departmental goals and reports on a weekly, monthly and annual basis
  • Monitors quality by performing audits (using departmental protocol and methodologies) of registration outputs and ensures all associated processes are followed consistently
  • Helps create and implement procedures that will streamline the registration processes
  • Addresses and resolves complaints related to customer service; escalates to appropriate resources when necessary
  • Makes recommendations to revise processes as needed
  • Assists in hiring, training, productivity monitoring, quality monitoring, performance evaluations, resource scheduling and termination processes as requested by Director, Associate Director, and PAS Operations Manager
  • Helps develop and maintain complete and detailed operational policies and procedures for area of responsibility
  • Ensures financial requirements are met for assigned areas of responsibility, and assists the Director of Patient Access Services and PAS Operations Manager with budgetary decisions
  • Completely performs functions of assigned frontline staff; is the "at elbow" subject matter expert for frontline staff
  • Ensures organizational adherence to Eskenazi Health Administrative policies as it pertains to the appropriate formatting of medical record forms, patient label placements and barcodes, and identification policies
  • Functions may include but are not limited to: issues with duplicate medical records/account numbers, missing records or elements, and quality errors
  • Works with the Epic team and IS to define workflow rules in applications for PAS based on input of PAS

Job Requirements

Accredited Associate's or Bachelor's degree preferred; OR two (2) years of experience in registration operations. High School diploma or equivalent required.

  • Certification in Healthcare Business Insights within 60 days of hire
  • Possesses or completes HBI certification as a Patient Access Specialist within the probationary period

Knowledge, Skills & Abilities

  • Knowledge of basic functions and processes performed by Epic, and ADT Interface, HIM systems, Patient Access systems and other Revenue Cycle billing information systems
  • Knowledge of and proficiency in application of state and federal laws guiding PHI (Protected Health Information)
  • Knowledge of and proficiency in application of documentation requirements set forth by The Joint Commission, ISDH, CMS and other licensing and regulatory agencies for Patient Access Services
  • In-depth knowledge of Federal, State and regulatory laws; Eskenazi Health Services policies and procedures; Indiana State Department of Health Regulations; JCAHO accreditation standards
  • Familiarity with information systems used at Eskenazi Health including but not be limited to: EPIC, Experian, Indiana Medicaid Website, Web Interchange, Health Advantage web site, etc. is preferred
  • Ability to motivate and lead employees
  • Excellent customer services skills
  • Advanced computer literacy to use computer systems in Patient Access Services
  • Ability to work with peers, physicians, other hospital employees and physician office staff in a professional, helpful manner at all times
  • Must demonstrate strong organizational skills in order to prioritize work and fulfill requests effectively
  • Microsoft Excel skills to include ability to build new worksheets, import and sort data, and use basic formulas
  • Microsoft Word skills to write policies and procedures and correspondence
  • Skilled in effective planning and organization; ability to handle multiple tasks at once
  • Excellent oral and written communication skills; ability to present information to groups of physicians and individuals
  • Ability to function effectively and respond positively in stressful environments and situations; demonstrates flexibility in response to changing situations and/or workload
  • Works independently and exercises professional judgment to meet daily operational demands
  • Ability to work as an effective team member; demonstrates team-oriented, professional conduct when resolving operational issues which cross various operational units within PAS and/or across Eskenazi Health




Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.


Nearest Major Market: Indianapolis