Emergency Department Care Connections Supervisor

 

Make a Difference When Patients Need Care Most

 

UH Cleveland Medical Center – Level I Trauma Center

This position is responsible for leading a 24/7 overnight operation overseeing the 5:00 PM to 5:00 AM team seven days a week, while balancing staff management, interviews, meetings, and other key leadership duties. This role requires being available for concerns, questions, or urgent escalations, which may include mass casualty events or high-profile incidents.

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At University Hospitals, our Emergency Department Revenue Cycle Access Supervisors play a vital role in ensuring patients receive seamless, compassionate, and efficient care from the moment they arrive. In this leadership position, you will guide a high-performing team responsible for patient registration, insurance verification, authorizations, financial counseling, and revenue cycle operations within a fast-paced Emergency Department environment.

You will serve as a key operational leader, helping patients navigate their healthcare journey during critical moments while supporting staff, physicians, and clinical teams to ensure timely access to care. Your leadership directly impacts the patient experience, regulatory compliance, revenue integrity, and overall operational excellence.

If you thrive in a dynamic healthcare setting, enjoy developing teams, solving operational challenges, and creating exceptional patient experiences, we invite you to join us.

What You’ll Do

Lead Emergency Department Patient Access Operations 

As the operational leader for Emergency Department Patient Access, you will:

• Supervise daily registration, pre-registration, insurance verification, authorization, patient estimate, and point-of-service collection activities.
• Lead and support frontline teams in delivering exceptional customer service to patients and families during urgent and often stressful situations.
• Ensure accurate and timely patient identification, demographic collection, insurance verification, and documentation to support quality patient care and revenue cycle success.
• Monitor and improve registration quality, productivity, and performance metrics across assigned areas.
• Partner closely with Emergency Department clinical teams, physicians, case management, finance, and revenue cycle leaders to ensure seamless patient access and financial clearance processes.
• Drive denial prevention efforts through accurate eligibility verification, authorization management, and medical necessity review.
• Oversee patient financial counseling activities, including estimates, payment options, and payment plan discussions.
• Utilize reporting tools, dashboards, and work queues to proactively identify trends, resolve issues, and improve workflow efficiency.
• Lead process improvement initiatives that enhance patient access, operational performance, and overall patient experience.
• Ensure compliance with federal, state, payer, and organizational policies and regulations.
• Serve as a subject matter expert for eligibility, authorizations, registration quality, and revenue cycle best practices.
• Manage staffing, scheduling, payroll approvals, and departmental workflow to ensure optimal coverage in a 24/7 Emergency Department environment.
• Foster a culture of accountability, teamwork, engagement, and continuous improvement.
• Participate in audits, regulatory reviews, and organizational initiatives impacting Patient Access operations.

 

Develop and Support Your Team 

You will play a key role in building and developing a successful team by:

• Coaching, mentoring, and developing Patient Access staff for continued growth and success.
• Hiring, onboarding, training, and evaluating team members.
• Conducting performance reviews and providing ongoing feedback and recognition.
• Ensuring team members have the tools, resources, and education necessary to achieve departmental goals.
• Monitoring compliance with required training, certifications, and organizational standards.
• Supporting employee engagement initiatives and fostering a positive, collaborative work environment.
• Maintaining staff readiness for emergency management procedures, patient tracking, and safety protocols.

 

Drive Innovation and System Improvements 

As a leader, you’ll help shape the future of Patient Access by:

• Collaborating with IT teams, vendors, and operational leaders on system enhancements and process improvements.
• Participating in system testing, upgrades, workflow redesign, and implementation activities.
• Identifying opportunities to leverage technology to improve efficiency, accuracy, and the patient experience.
• Training staff on new processes, tools, and system enhancements.

 

Why You’ll Love This Role

• Lead a team that impacts patient care from the very first interaction.
• Play a critical role in one of the hospital’s most fast-paced and rewarding environments.
• Influence patient satisfaction, revenue cycle performance, and operational excellence.
• Partner with clinical and operational leaders across the organization.
• Develop, mentor, and grow high-performing healthcare professionals.
• Drive meaningful improvements that enhance care access for the communities we serve.

 

Additional Responsibilities

• Perform other duties as assigned.
• Adhere to all University Hospitals policies, procedures, and compliance standards.
• Maintain the highest standards of patient confidentiality and Protected Health Information (PHI) security.
• Support organizational goals and departmental initiatives that promote excellence in patient care and service.