Patient Access Supervisor - BILH Pharmacy - Westwood, MA. - Hybrid

Patient Access Supervisor

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.

The Patient Access Supervisor oversees daily operations of the Patient Access team to ensure timely initiation of home infusion services, accurate benefit verification, and seamless communication with referral sources. This role supports departmental operations by coordinating workflows, training staff, monitoring performance, and serving as an escalation point for operational and payer-related challenges.

Essential Duties & Responsibilities

Team Supervision & Operations

• Coordinate daily activities of Patient Access Coordinators to ensure benefit investigations, authorizations, and referral processing are completed accurately and timely.
• Monitor workload distribution, productivity, and staff schedules.
• Provide staffing coverage when needed, including processing referrals, scheduling, and completing benefit verifications.

Escalation & Problem Resolution

• Serve as a resource for complex benefit investigations, payer authorization barriers, and provider/patient concerns.
• Intervene to resolve sensitive patient issues; escalate to Manager when appropriate.
• Collaborate with case managers, nurses, and pharmacists to support seamless patient transitions to home infusion.

Training, Development & Performance Management

• Ensure team members receive orientation, training, and continuing education related to payer requirements and infusion-specific workflows.
• Conduct direct observation and review system-generated reports to monitor staff performance.
• Provide constructive feedback, retraining, and participate in performance evaluations and competency assessments.

Compliance & Quality Improvement

• Ensure adherence to BILH and departmental policies, ACHC accreditation standards, and payer requirements.
• Clarify prescription orders and verify clinical documentation to meet compliance standards.
• Participate in quality improvement initiatives to optimize patient transitions, referral satisfaction, and efficiency.
• Provide exceptional service to internal and external customers, resolving requests in a timely and accurate manner.
• Participate in quality improvement activities related to patient transitions, referral satisfaction, and service efficiency.

Qualifications

Associate's Degree in healthcare administration or related field preferred.

Minimum 35 years of experience in infusion pharmacy, patient access, or revenue cycle.

At least 2 years in a lead or supervisory capacity.

Strong knowledge of insurance verification, prior authorization, and discharge planning workflows.

Demonstrated leadership, problem-solving, and team-building skills

Other Requirements

Consistently promote a culture of Wellbeing, Empathy, Collaboration, Accountability, Respect, and Equity as outlined in the organization's WE CARE values.

Decision Making: Able to make informed decisions using general instructions, established procedures, and sound judgment.

Problem Solving: Address varied challenges with analysis, interpretation, and resourcefulness.

Independence of Action: Set priorities, organize workload within guidelines, and seek assistance for complex or unpredictable situations.

Communication: Strong verbal and written English skills; able to explain complex information to patients, families, providers, and colleagues.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled