Supervisor Patient Access

Major 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.

Licensure, Registration, and / or Certification Required :

None Required.

Education Required :

High School Graduate.

Experience Required :

Typically requires 3 years of experience in customer service in a Health Care environment or related field.

Knowledge, Skills & Abilities Required :

• Prior experience with such things as : Health Insurance Portability and Accountability Act (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.
• Previous experience in multi-department or multi-facility supervision preferred.

Physical Requirements and Working Conditions :

• Sits, stands, bends, twists and reaches above shoulders the majority of the workday.
• May be required to frequently lift up to 10 lbs. and occasionally lift up to 20 lbs. May also be required to push / pull with 50 lbs.

of force when transferring patients.

• Position requires travel. May be exposed to road and weather hazards.
• Sensory requirements include vision, hearing and touch.
• Exposed to a normal office environment, with significant patient and public contact.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.

Incumbent may be required to perform other related duties.