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Supervisor Patient Access

At Lancaster General Health, our culture is what sets us apart and creates a lasting impression of our health system in the community and in the hearts of our patients and their families. A role with us is more than just a job, we ask that you Live Your Legacy at LGH by finding your passion in your everyday role, committing to those you serve, and reaching for your personal best.

We are recognized as 1 of only 9 hospitals in the entire country with awards in Medicare.Gov, LEAPFROG and Healthgrades Americas 50 Best Hospitals. We have attained five year Magnet ® recognition status for the fifth time with the American Nurses’ Credentialing Center (ANCC) and we are the 2018 recipient of the Foster G. McGaw Prize in recognition of the commitment to community service.

PENN MEDICINE LANCASTER GENERAL HEALTH offers a comprehensive benefits package:

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program so that our employees can stay actively engaged and committed to living their legacy every day. Together, we will continue to make medical advances that help people live longer, healthier lives.

Join us and be part of a team that empowers you to do more than your job and encourages you to:

Live Your Passion. Live Your Best. Live Your Commitment. Live Your Legacy.


Job Description

HOURS: Full-Time (1.0 FTE; 40hrs/wk) 8:30am-5:00pm Monday-Friday. On call weekend rotations. This position offers a hybrid-remote work schedule.

POSITION SUMMARY: Monitors and coordinates daily activities of the Patient Access staff in a high volume on demand contact center.  Promotes teamwork and creates a positive working environment.  Drives performance through effective coaching and quality monitoring.  Develops, counsels, disciplines, reviews, trains, and hires staff.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Prepares/oversees time and attendance, absence management, and work schedule to meet the demands of our customers.  Assigns and prioritizes staff workload.
  • Organizes and prepares performance evaluations and provides support and encouragement for staff development and advancement of skills.   Adjusts staffing levels or processes accordingly.   Communicates departmental dashboard to key stakeholders.
  • Develops, counsels, disciplines, reviews, trains, and hires staff.
  • Responds to complaints, problems, or opportunities in a timely and professional manner.
  • Timely and effective recruitment and selection of employees.
  • Performance management focused on driving high results, including the timely offering of constructive counseling and corrective action.
  • A focus on supporting and contributing to employee engagement and satisfaction.
  • Talent management and ongoing employee development- including ensuring the availability of training and employee developmental opportunities and encouraging self-learning which enhances performance and contributes to a meaningful sense of teamwork by developing and supporting colleagues.
  • Identify customer and staffs’ evolving needs, measure customer/employee engagement, and modify processes to improve services.
  • Using reports, metrics and real time statistics, monitors staff and ensures that productivity and quality standards are being met continually throughout the work day.
  • Performs functions of scheduling during high call volume, staff absences, or other times to meet the goals of the overall department or to provide service to the customers.   Initiates actions or makes recommendations for improvement.  Troubleshoots escalated issues and works to provide immediate solution and preventatives measures.
  • Ensures training materials are developed and keep up to date.
  • Engages staff in process and technology improvement.  Ensures staff has tools required to be successful.   Promotes positive working relationships with teammates and internal customers.
  • Assists with special projects as requested.  Creates staff awareness of the benefit and value that the department brings to the organization.
  • Salary administration.
  • Serves as a leader and role model for staff by demonstrating all LG Health Values and Every Time Behaviors. Holds staff accountable for following the same behaviors.


  • Associates Degree or equivalent experience.
  • Two to three years formal or informal leadership experience; preferably in health care.
  • Strong interpersonal skills.
  • Strong written and verbal communication.
  • Strong analytical abilities.
  • Two to three years call center experience preferred.
  • Two years of experience managing others preferred.
  • Two years of experience in scheduling and/or validation in a health care environment preferred.

This position is located in Litiz, PA. #LI-MD1

Benefits of Joining Penn Medicine Lancaster General Health:

PENN MEDICINE LANCASTER GENERAL HEALTH combines a Nationally Ranked Hospital with great schools, safe neighborhoods, affordable housing, local community events and festivals as well as a wealth of cultural and recreational activities. The scenic Susquehanna River Valley provides opportunities for fishing, skiing, kayaking, hiking and mountain biking in addition to easy access to NJ shoreline or Delaware beaches. Urban life is easily accessible, with New York, Baltimore, Philadelphia and Washington D.C. a train ride away. Local universities, Fulton Theatre, the downtown shopping and dining district and local sports teams make Lancaster a great place to Live, Work and Play.


PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.


Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

MILL Full Time Posted on 11/09/2021