Patient Experience Supervisor

Aunt Martha’s Health and Wellness boldly commits to supporting the well-being of our communities, ensuring equity in access and delivering exceptional care inspired by a culture of innovation.

We are taking a responsible approach to creating environments that allow us to do what we do best provide healthcare and wellness.

As a part of our commitment to health and safety, COVID-19 vaccines are required for all employees, as well as all newly hired employees.

We require documentation upon hire.

SUMMARY

Under the direct supervision of the RN Health Center Administrator, the Patient Experience Supervisor will provide direct supervision to Medical Office Assistants (MOA).

Through feedback and support will ensure the provision of excellent quality care, positive customer service, the maintenance of an efficient health center and safe environment of care.

The Patient Experience Supervisor will perform and oversee general registration functions including appointment scheduling, insurance verification, collection of applicable co-pays and deductibles, manages the timely and accurate collection of important patient information, and functions as a resource to patients entering the facility.

The Patient Experience Supervisor will also work collaboratively with the Patient Care Supervisor and interact with all members of the healthcare team to identify, prioritize and implement clinical intervention strategies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Demonstrates superior relationship building and customer service skills. Has the ability to function in a multi-tasking, multiple priorities environment, while maintaining accuracy and attention to detail.
• In collaboration with the Patient Care Supervisor, responsible for ensuring all claims have been closed and submitted by the end of each day.

In the event that a claim cannot be submitted, the Patient Experience Supervisor will be responsible for communicating to the appropriate clinic staff steps necessary to be completed in order for appropriate claim submission.

• Responsible for ensuring administrative and phone messages, patient cases and eligibility issues have been addressed within 48 hours.
• Responsible for onboarding training of all newly hired Medical Office Assistants.
• In collaboration with the Patient Care Supervisor, responsible for daily, real-time management of patient schedules to ensure appropriate patient access.
• Responsible for delegation of all administrative front office activities to ensure completion within the required timeframe, including, but not limited to, confirmation calls, no show calls, MOD phone assignment, administrative tasks, phone messages, and patient cases.
• Responsible for ensuring adherence to agency procedure related to health center signage.
• Collaborates with Health Administration to communicate ongoing policy and procedural changes to ensure on-site implementation and provide support and guidance as necessary.
• Thru auditing ensures income verification, insurance eligibility are accurately records information and attaches supporting documentation in the electronic record system.
• Respond to internal and external customer needs in a positive manner, exceeding their needs and expectations and providing the highest quality service to ensure the best possible outcomes.

Maintain ethical behavior at all time per the policies and procedures.

Answer designated telephone calls, including MOD phone as assigned, in a courteous manner, appropriately routes communication, and responds to inquiries and documents as appropriate in the electronic record system.

Ensures that daily reminder calls and daily no show calls are assigned and completed per the established procedure by the end of business day.

• Conducts daily huddles.
• Register new and established patients for all specialties using the electronic record system, as applicable, including completion of all required patient forms, accurate data entry, and updating patient information, including collection of patient payments and co-pays at time of service providing receipt documentation, claim creation and submission, and scheduling of follow-up appointments as instructed by clinical staff.
• Performs daily cash reconciliation and batch close process at the end of each business day per process in an accurate manner and responsible for weekly bank deposits per agency procedure.
• Responsible for coordinating health center equipment and supply purchasing, repairs and inspections with the designated administrative staff member and submitting all supply requests to the designated administrative staff responsible for ordering.
• Functions as the Safety Site Coordinator.
• Complete and administer staff disciplinary
• Complete performance evaluations
• Responsible for approving medical office assistance time punches thru ADP and payroll
• Collaborate with central scheduling to create staff schedules and assist with staff payroll as necessary
• Promote continuity of care through review of monthly quality reports and addressing with staff for improvement
• Complete all Core Curriculum training(s) required for this position.
• Perform all other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

EDUCATION and / or EXPERIENCE

• High school diploma or general education diploma (GED) required with 2 to 5 years of relevant experience, preferably in a hospital or clinic setting.
• Previous experience as a Medical Office Assistant strongly preferred.

OTHER QUALIFICATIONS

• Current driver’s license
• Current auto insurance
• Bilingual skills (English / Spanish) a plus
• Ability to work late evening hours, weekend hours, and scheduled holidays

Aunt Martha’s is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.