Supv-Patient Access Call Ctr

York, PA | Clerical and Administrative | Tracking Code: 70216

Job Description:

Under general supervision of Patient Access Manager, supervises multiple pre-service functions in accordance with organizational policy. Supervises the Patient Access Call Centers, coordinating activities with all five hospitals and their ancillary locations that include surgery and diagnostic centers.  This opportunity will oversee the Digestive Health Scheduling team and is an opportunity to work from home!


Duties and Responsibilities

Essential Accountabilities:

  1. Ensures that the Patient Access Call Centers functions run smoothly and efficiently by overseeing daily operations, scheduling of staff, and resolving problems, expediting if necessary.
  2. Monitors phone queues and Epic work queues to ensure staff productivity.
  3. Reviews workload within various systems to ensure adequate Access staffing is available to help patients.
  4. Ensures accurate financial and demographic information has been obtained and properly entered into the appropriate records.
  5. Coordinates with medical and administrative staff to ensure appropriate pre-service responsibilities of patients and compliance with third party payers and other regulations are complete.
  6. Reviews department operations to ensure compliance with JCAHO.
  7. Supervises the scheduling and registration of patients for numerous service lines across all five entities.
  8. Maintains and fosters effective public relations with patients and the public.
  9. Ensures all insurance information is entered into the appropriate system and check eligibility of coverage prior to service. Communicates any issues with patient regarding insurance eligibility.
  10. Oversees the reporting process to ensure all pre-service functions are properly entered and documented.
  11. Plans, conducts, and supervises assigned projects.
  12. Maintains productivity, captures data for performance statistics and yearly performance reviews.
  13. Completes monthly progress reports and annual performance evaluations to provide ongoing feedback to staff.
  14. Consistently displays good judgement, decision-making and independence and can effectively function with limited guidance and supervision.
  15. Supports staff by being available in various channels of communication such as; Skype, email, phone, and face-to-face. Especially for work from home staff.
  16. Investigates and follows up on SRS/CRS and report backs from patients and department concerns, auditing when necessary.
  17. Monitors the quality assurance of the department.
  18. Exhibits positive leadership qualities and well-crafted interpersonal skills.
  19. Serves as a super user for go-live processes and/or new department initiatives, as well as represents the department during system testing.
  20. Uses critical thinking skills to help improve processes and best practices.
  21. Promotes the active engagement of all employees and supports recognition of staff accomplishments.
  22. Actively listen to staff concerns and grievances and address accordingly.
  23. Facilitate monthly staff meetings and weekly huddles.
  24. Travel to other WellSpan locations for meetings when necessary.
  25. Complete at-home visits consistently for employee engagement and evaluate work space per the Work from Home contract.
  26. Meets with staff, one-on-one, quarterly to discuss career goals and performance, as well as build interpersonal relationships.


  • Notes:  GI clinical knowledge a plus,
  • Minimum Experience:
    • 2 - 3 years leadership preferred
  • Minimum Education:
    • High School Diploma or G.E.D. Obtain Certified Healthcare Access Association certification within one year where deemed necessary
  • Physical Demands:
    • Requires walking due to interaction with staff on call center floor / some sedentary work
Michael Hasircoglu
Sr. Talent Acquisition Consultant
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Why WellSpan Health?

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization comprises a multispecialty medical group of more than 1,600 physicians and advanced practice providers, a regional behavioral health organization, a home care organization, eight respected hospitals, more than 20,000 employees and 200 patient care locations. WellSpan is a charitable, mission-driven organization committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Employment Benefits

  • Sign-on incentives for new employees (click here for details)
  • Medical, dental and vision insurance
  • Life and accidental death insurance
  • Supplemental life insurance
  • Retirement savings plan
  • Paid time off (PTO)
  • PTO bridging
  • Short-term disability
  • Educational assistance
  • Forgivable loan
  • Flexible spending
  • Credit union
  • Employee recreational activities
  • Childcare
  • Complimentary medicine discounts

Diversity & Inclusion

Welcome. Respect. Value.

Wellspan Health believes that diversity includes all the human characteristics that make each of us similar as well as different. We strive to make every person feel welcomed, respected, and valued while creating a safe and inclusive environment where we all have the individual freedom to express our uniqueness in a respectful manner.

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

Quality of Life

Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.

Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more — within an easy drive of major East Coast cities.

York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)