Supervisor Patient Access

Responsibilities

Based on operational hours (24/7), has 24 hour accountability at assigned sites, oversees and manages daily operations, delegates responsibilities to appropriate staff, and maintains adequate staffing levels; In collaboration with the manager or director, sets short and long-term goals based on established priorities of the department and facility objectives; Collaborates with interdisciplinary management, Patient Access Services (PAS) Quality and Training, Information Systems (IS), Business Office, and other leadership to standardize policies, work standards and processes. Considers needs of finance, government agencies, business operations, marketing, and site strategic initiatives; Resolves issues or inaccuracies involving hospital business office billing; Participates in multidisciplinary teams for process improvement. Utilizes performance improvement techniques and quality/quantity standards to analyze processes in order to streamline workflow design operations and improve quality and service; Surveys satisfaction of physicians, office staff, patients and patient families. Follows up on problems/issues to maximize customer satisfaction and quality. Recognizes situations or signs of patient, physician or visitor discontent that may evolve into possible public relations and/or risk management issues and acts proactively; Responsible for monitoring departmental cost performance and productivity, and maintaining operations within budget. Provides justification for variances and volume impact to manager or director. Responsible for developing and maintaining processes to improve revenue cycle performance; Coordinates PAS staff training and other appropriate user training for all updates and enhancements to PAS software; Maintains current knowledge and understanding of government rules and regulations (i.e. privacy, confidentiality and consent issues), advising staff on specific issues or changes as they occur; Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations; Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business

Requirements

High School Graduate; Typically requires 3 years of experience in patient registration in a healthcare setting; Prior leadership experience required; Prior experience with HIPAA, patient admitting software, centralized scheduling or call center setting, Joint Commission standards, Medical Insurance/Medicare, and medical legal consent; Leadership or senior level staff experience, preferably in medical admitting or similar environment; Must possess a high level of demonstrable customer service/customer relations skills typically obtained through customer service work experience; Exceptional verbal and written communication skills; Demonstrated organizational, coaching, and counseling skills, including the ability to supervise large numbers of staff in a fast-paced, unpredictable environment; Proven effective critical thinking, creativity, problem solving and decision-making skills; Self-directed, flexible and possesses the ability to handle a high degree of pressure with effective time-management; Intermediate computer skills with Windows applications and other automated systems; Maintains competency with hardware, software and interface components of the PAS information technology systems

Nice to have

Patient Access/Service experience in an ER environment strongly preferred; Previous experience in multi-department or multi-facility supervision preferred

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more; Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training; Premium pay such as shift, on call, and more based on a teammate's job; Incentive pay for select positions; Opportunity for annual increases based on performance; Paid Time Off programs; Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability; Flexible Spending Accounts for eligible health care and dependent care expenses; Family benefits such as adoption assistance and paid parental leave; Defined contribution retirement plans with employer match and other financial wellness programs; Educational Assistance Program