Site: Wentworth-Douglass Hospital
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
Lead a dedicated team that serves as the first point of contact for patients and visitors. As a Patient Access Supervisor, you'll oversee daily registration operations, mentor staff, improve workflows, and ensure every patient receives a seamless, compassionate, and efficient registration experience while maintaining the highest standards of accuracy, compliance, and customer service.
Does this position require Patient Care?
No
Essential Functions
Lead and coordinate the daily operations of the Patient Service Center to ensure efficient, accurate, and patient-focused registration services.
Supervise, coach, and support Patient Access staff by providing training, guidance, and ongoing performance feedback.
Foster a positive, collaborative team environment focused on delivering exceptional customer service.
Assist patients with registration questions, resolve complex issues, and manage escalated concerns with professionalism and empathy.
Ensure patient demographic, insurance, and registration information is complete, accurate, and entered in accordance with hospital standards.
Oversee insurance verification and authorization processes while supporting patients with insurance and billing-related questions.
Monitor compliance with HIPAA, regulatory requirements, and organizational policies and procedures.
Identify opportunities to improve workflows, reduce wait times, and enhance the overall patient registration experience.
Partner with clinical, admissions, billing, and other departments to promote seamless communication and coordinated patient care.
Track registration metrics, analyze operational data, and recommend process improvements to increase efficiency, quality, and team performance.
Support staffing, scheduling, onboarding, and ongoing professional development initiatives as needed.
Education
Associate's Degree Healthcare Management required or Associate's Degree Related Field of Study required
Can this role accept experience in lieu of a degree?
Yes
Licenses and Credentials
Experience
Hospital registration or admissions experience 2-3 years required
Knowledge, Skills and Abilities
- Understanding of healthcare regulations, patient privacy laws (HIPAA), insurance verification processes, and electronic health records (EHR) systems.
- Strong organizational and interpersonal skills to coordinate activities, manage staff, and collaborate effectively with various stakeholders.
- Exceptional customer service skills with a focus on patient satisfaction and problem-solving abilities in resolving service-related issues.
- Meticulous attention to detail in ensuring accurate and complete patient information and documentation.
- Excellent verbal and written communication skills to interact with patients, staff, and other healthcare professionals.
Additional Job Details (if applicable)
Physical Requirements
- Standing Occasionally (3-33%)
- Walking Occasionally (3-33%)
- Sitting Constantly (67-100%)
- Lifting Occasionally (3-33%) 20lbs - 35lbs
- Carrying Occasionally (3-33%) 20lbs - 35lbs
- Pushing Rarely (Less than 2%)
- Pulling Rarely (Less than 2%)
- Climbing Rarely (Less than 2%)
- Balancing Occasionally (3-33%)
- Stooping Occasionally (3-33%)
- Kneeling Rarely (Less than 2%)
- Crouching Rarely (Less than 2%)
- Crawling Rarely (Less than 2%)
- Reaching Occasionally (3-33%)
- Gross Manipulation (Handling) Constantly (67-100%)
- Fine Manipulation (Fingering) Frequently (34-66%)
- Feeling Constantly (67-100%)
- Foot Use Rarely (Less than 2%)
- Vision - Far Constantly (67-100%)
- Vision - Near Constantly (67-100%)
- Talking Constantly (67-100%)
- Hearing Constantly (67-100%)
Onsite
789 Central Avenue
40
Regular
Day (United States of America)
Pay Range
$19.81 - $28.30/Hourly
Grade
3
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
1810 Wentworth-Douglass Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
