Patient Access Supervisor

About Company:

Wellspire Medical Group is a multi-specialty practice serving the Humble, Atascocita, Kingwood, Spring, Cypress, and Memorial City areas. Wellspire Medical Group provides top-tier care with compassion, kindness and respect, prioritizing patients always. – Excellence in Patient Care – Dedication to Quality – Preserving the Worth and Dignity of Every Individual

About the Role:

Wellspire Medical Group is seeking a highly organized, experienced, and proactive Multi-

Site Patient Access Supervisor to oversee front desk and patient access

operations across multiple clinic locations. This role is critical to ensuring consistent

patient experience, scheduling accuracy, insurance verification compliance, and front-

end revenue integrity across the organization.

The ideal candidate is a hands-on leader who can balance people leadership, operational

oversight, training, and performance management while traveling between sites as

needed. This supervisor serves as the primary escalation point for Patient Access

Representatives and works closely with clinic leadership, billing, referrals, and call

center teams to ensure seamless patient flow and access.

KEY RESPONSIBILITIES

1. Multi-Site Front Desk Operations Oversight

Oversee daily Patient Access operations across assigned clinic locations.

Ensure standardization of check-in, check-out, scheduling, insurance verification, and

document scanning workflows.

Conduct regular on-site audits to ensure adherence to policies, SOPs, and performance

expectations.

Identify operational gaps and implement corrective actions in real time.

2. Staff Leadership, Training & Development

Directly supervise Patient Access Representatives across multiple sites.

Lead onboarding and training for new hires, ensuring competency within defined

timelines.

Provide ongoing coaching, mentorship, and corrective feedback.

Conduct performance evaluations, manage attendance issues, and initiate PIPs when

necessary.

Foster a positive, accountable, and patient-focused team culture.

3. Scheduling Accuracy & Access Management

Ensure appointments are scheduled correctly by visit type, provider, resource, and

location.

Monitor and reduce scheduling errors, reschedules, and no-show impacts.

Collaborate with clinic managers and providers to optimize templates and access.

Reinforce proper use of scheduling resources and specialty workflows.

4. Insurance Verification & Front-End Revenue Protection

Ensure insurance verification is completed accurately and timely prior to patient visits.

Monitor copay, deductible, and coinsurance collection at check-in.

Ensure referral and authorization requirements are met prior to services.

Partner with billing and RCM teams to reduce downstream denials caused by front-end

errors.

5. Patient Experience & Service Excellence

Ensure consistent, professional, and compassionate patient interactions across all sites.

Address patient complaints related to access, wait times, or front desk interactions.

Coach staff on communication, professionalism, and service recovery techniques.

Maintain a patient-centered environment aligned with Wellspire values.

6. Reporting, Metrics & Continuous Improvement

Track and report key Patient Access KPIs, including:

o Scheduling accuracy

o Insurance verification compliance

o Enhanced Vitals completion (if applicable)

o Attendance and punctuality

o Patient experience trends

Analyze data to identify trends and improvement opportunities.

Provide regular updates and recommendations to leadership.

7. Collaboration & Cross-Functional Communication

Work closely with clinic managers, providers, call center leadership, referrals, and billing

teams.

Serve as the escalation point for complex access or front desk issues.

Communicate policy updates, workflow changes, and expectations clearly to staff.

Participate in leadership meetings and operational planning as needed.

QUALIFICATIONS

Required

Minimum 3–5 years of experience in Patient Access, Front Desk, or Medical Office

Operations.

At least 2 years of supervisory or lead experience, preferably in a multi-site

environment.

Strong understanding of:

o Medical scheduling workflows

o Insurance verification and referrals

o Front-end revenue cycle processes

Experience working with EHR systems (eCW preferred).

Ability to travel between clinic locations as needed.

Excellent leadership, communication, and organizational skills.

Preferred

Experience in a multi-specialty medical group.

Familiarity with Medicare, Medicare Advantage, HMOs, and commercial plans.

Experience implementing SOPs, training programs, and KPIs.

Bilingual (Spanish/English) a plus.

IDEAL CANDIDATE PROFILE

The ideal Multi-Site Patient Access Supervisor is:

Highly organized and detail-oriented

Confident and decisive, able to lead across locations

Data-driven, using metrics to guide decisions

People-focused, balancing accountability with support

Adaptable, thriving in a fast-paced, growing organization

Professional and patient-centered

PERFORMANCE EXPECTATIONS

This role is KPI-driven and expected to:

Maintain high scheduling accuracy across all sites

Ensure insurance verification and copay collection compliance

Reduce front-end errors that lead to billing denials

Improve Patient Access staff performance and retention

Uphold attendance and accountability standards

Deliver a consistent patient experience across locations

WHY JOIN WELLSPIRE MEDICAL GROUP

Growing, multi-site medical group with strong leadership support

Opportunity to lead and shape Patient Access operations at scale

Collaborative culture focused on excellence and accountability

Meaningful impact on patient experience and revenue integrity

Long-term growth and leadership development opportunities