Supv, Patient Access - CAT at Hanger in Allentown, PA

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

The Supervisor, Patient Access oversees the Patient Access staff in one or more clinics, ensuring that patients, their families, caretakers, and referrals to Hanger Clinic feel welcomed and supported throughout their visit by providing best in class customer service.  This role also supports clinicians and monitors documentation, patient outcomes, and Net Promoter Scores (NPS), while enforcing compliance and ensuring adherence to workflow processes.

Documentation and Compliance Management:

• Oversee daily documentation and compliance to ensure adherence to internal controls and HIPAA Privacy Rules, safeguarding protected health information.
• Review clinical documentation to meet payer requirements.
• Communicate payer updates, issues, or potential concerns to the Area Manager, Patient Access in a timely manner.
• Support standardized WIP management processes.

 Staff Leadership and Development:

• Build, lead, and retain a high-performing administrative team.
• Partner with Talent Acquisition to fill staff vacancies promptly with qualified Patient Access Coordinators.
• Provide training, coaching, and development to team members, including delivering regular performance feedback and annual reviews.
• Foster an engaging work environment that enhances employee satisfaction and ensures patients receive a high-quality experience.
• Drive effective use of front office systems and technology, including the introduction of new tools to improve work processes.
• Monitor and enforce adherence to consolidated workflows, reporting issues to the Area Manager, Patient Access.
• Ensure that Patient Access Coordinators deliver exceptional patient experiences.
• Travel to assigned clinics will be required up to 80% of time

Patient Outcomes and Experience:

• Provide best in class patient experience by
• Oversee and review all quality assurance programs.
• Ensure Patient Access Coordinators and clinicians accurately collect and transmit patient outcomes data to the outcomes team, and effectively communicate the purpose of these outcomes to patients.
• Monitor Net Promoter Score (NPS) reports on a weekly, monthly, and yearly basis, and align workflows with the empathy strategy.
• Manage the resolution of NPS detractors and positive outcomes efficiently.
• Analyze NPS detractors with negative resolutions, identify trends, and develop and implement action plans to address them.
• Engage administrative staff in effectively communicating patient feedback and creating action plans based on that feedback.

 Additional Duties:

• Provides administrative support and/or coverage for Patient Access Coordinators during their absences (either onsite or remotely)
• Manage special projects as assigned by the Area Manager, Patient Access
• Participate in inventory processes as required.

Minimum

• High school diploma or GED
• 2 years of experience hiring, supervising, training, and coaching others
• 2 years administrative and/or customer/patient service

• Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures. 

Preferred

• Associate degree in healthcare management or related field
• Supervising/managing experience in a multi-site environment.

• Excellent customer service skills
• Strong verbal and written communication skills
• Strong interpersonal skills and highly collaborative style
• Knowledge of patient care management
• Expertise in selecting, managing, coaching, and developing staff
• Demonstrated record of addressing customer/patient/employee issues
• Proficiency in Windows based office technologies (ex. Word, Excel)
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.