Supervisor - Health Access Services

The Supervisor of Health Access Services is a member of the interdisciplinary team within the Health Access Services department, supporting patients at one or more of Philadelphia FIGHT's Community Health Center sites. This position provides direct supervision to the Health Access Services staff at the assigned clinical sites including Medical Case Managers, Benefits Access Navigators, Assistant Case Managers, receptionists, and others as appropriate.

In addition to managing a small caseload of clients with chronic or complex health conditions and/or significant social and economic vulnerabilities (e.g., those impacted by social determinants of health, Hepatitis C, HIV, etc.), the Supervisor of Health Access Services plays a central role in care coordination across interdisciplinary teams. This includes supporting staff in delivering high-quality, client-centered services; ensuring effective case management, public benefits enrollment, and treatment adherence; and maintaining a trauma-informed and culturally responsive approach to care.

About the Role:

• Schedule: Full-time, Monday - Friday (9:00 - 5:00 PM).
• Location: Philadelphia FIGHT Community Health Centers
• Compensation & Benefits:
  • FSLA exempt with annual salary of $68,000-73,000 per year
  • 3 weeks of PTO annually + 11 paid holidays
  • 403(b) plan with company matching
  • Medical, dental, vision, and life insurance
  • FSA for medical, dependent care and transportation expenses
  • Discounted education options with partnered institution Pierce College

Requirements:

1. Bachelor's degree required.
2. 2+ years of related experience and 1+ years of supervisor experience required.
3. Must possess basic computer skills to perform job duties including desktop computing, electronic medical records, e-mail, time sheet management, reporting, internet research, etc. using relevant software such as HRIS and Microsoft Word, Excel, etc.
4. Discretion, initiative, and ability to maintain HIPAA compliance.
5. Due to a high volume of Spanish speaking patients, bilingual candidates (Spanish/English) are strongly preferred.
6. Knowledge of de-escalation methods or willingness to be trained in these methods.
7. Must be able to exercise good judgment and identify when to escalate issues as appropriate.
8. Ability to handle stressful situations while providing exceptional customer service.
9. Must be able to demonstrate judgment, patience, integrity, organization, and prioritization in a multi-task environment.
10. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
11. Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices such as OSHA, HIPAA, HRSA, CLIA and funding body regulations.
12. Strong skillsets in interpersonal relationships and teamwork, attention to detail, dependability, customer service, time management, autonomy and problem solving.
13. Candidates must possess strong communication skills, the ability to multi-task and excellent attention to detail and follow-up skills.
14. Ability to remain solution-focused and respectful in all interactions with staff, co- workers, vendors, and patients.
15. Excellent problem-solving and conflict resolution skills.
16. Ability to display a non-judgmental attitude.

Responsibilities:

1. Manages day-to-day operations consistent with FIGHT and/or regulatory guidelines; establishes and implements operational procedures and monitors client visits.
2. Tracks and facilitates legal and regulatory compliance for assigned clinic (e.g., HIPAA, OSHA, CLIA, HRSA, VFC, Title X, informed consent, etc.).
3. Hires, trains, evaluates and develops staff in support of core FIGHT values and policies, practices and principles; address and monitor the specific goals and assignments of each staff member by facilitating weekly one/one clinical and administrative supervisory meetings. Manages staff schedule to ensure appropriate coverage.
4. Maintains records of unit logs, timesheets, supervision documentation, and other personnel materials.
5. Develops and maintains strong relationships with internal departments and external partner agencies to support client access to comprehensive services.
6. Ensures staff adherence to documentation standards, service delivery protocols, and funding requirements to maintain audit-ready charts and meet program goals; assist with internal audits and reporting to funders.
7. Reports client complaints or incidents as required; collects appropriate documentation, works to resolve issues by following management policies.
8. Reviews and documents supervision of client charts to ensure timely, complete, and accurate documentation.
9. Collaborates with Director - Health Access Services, Human Resources, Risk Management and/or Compliance when issues arise.
10. Manages day-to-day operations of Health Access Services department (e.g., coverage coordination, de-escalation support for complex client situations, clinic coordination between department staff and clinic staff, etc.).
11. Attends clinic huddles and collaborates with the Practice Manager to support care coordination and ensure continuity of care.
12. Acts as the primary liaison between department staff and manager; attend leadership and interdisciplinary team meetings.
13. Conducts weekly team meetings with Manager support.
14. Identifies and advocates for both internal and external resources to support the needs of clients and staff.
15. Represents the clinic at meetings (Quality Management, OSHA, etc.), outreach programs and community involvement activities when applicable.
16. Develops and maintains in-depth knowledge of Pennsylvania public benefits and Medicare (e.g., train staff on enrollment processes, follow-up procedures, and resolving enrollment challenges, etc.).
17. Manages a caseload of clients living with chronic or complex health conditions and/or socio-economic vulnerabilities (e.g., chronic conditions driven by social determinants of health, Hepatitis C, HIV, etc.).
18. Conduct biopsychosocial assessments and develop individualized, goal-oriented, and strengths-based service care plans at intake; reviews and updates quarterly in collaboration with the care team.
19. Provides trauma-informed therapeutic support, including crisis interventions in collaboration with behavioral health and medical providers.
20. Other duties as assigned to fulfill FIGHT's mission.

FIGHT is an EEO, Affirmative Action, LGBTQ, people living with HIV/AIDS, and protected veterans' institution. We are dedicated to recruiting, hiring, and retaining employees from many backgrounds.

We recognize that an inclusive workforce with a variety of views, perspectives, and backgrounds is an integral part in our organizational success. We encourage and embrace a diverse workforce that provides us with unlimited ideas and innovative solutions.