Patient Access Supervisor

The Patient Access Supervisor works closely with the Patient Access Services Operations Manager in the day-to-day operations of the department including but not limited to; hiring, training, scheduling, managing time and pay, initiating/implementing coaching and corrective action, leading meetings and initiatives, auditing registrations, problem-solving electronic/software concerns, initiating/refining workflows, maintaining current policies and procedures, reporting productivity, providing coverage for front line positions and taking department call coverage as scheduled.  Provides leadership to staff members, actively participates in pertinent committees/ad-hoc work groups, develops and implements measures to ensure customer satisfaction, acts as a liaison and facilitator to support and exemplify the goals and objectives of the Patient Access Services Operations Manager.

KEY RESPONSIBILITIES

Performed majority of the time:

·       Develops regular schedule and staffs within budgeted hours and according to PATH.

·       Approves staff requests for time off.

·       Manages Kronos/T-Time for staff.

·       Takes responsibility for hiring, training, coaching and disciplinary action and demonstrates knowledge of hiring and compensation process and policies.

·       Oversees the collection of payments for services.

·       Initiates/facilitates quality/process improvement.

·       Provides support to Patient Access Services Operations Manager with day-to-day operations, and in Manager’s absence, oversees the assigned department.

·       Assesses patients for communication barriers and obtains appropriate resources to meet individual needs.

·       Develops and implements measures to ensure customer satisfaction. 

Performed occasionally but critical to successful performance of the job:

·       Effectively represents manager/department at committees/meetings as assigned.

·       Assumes responsibility to provide front line coverage when needed.

·       Provides call coverage as assigned.

·       Attends job related meetings and workshops provided inside and outside the organization. 

·       Leads department meetings and ad-hoc committees, or work groups, and participates/facilitates department initiatives as needed.

·       Reports non-compliant activity appropriately.

·       Audits and reports findings of registrations.

Decision making and budget responsibilities (e.g. impact limited to the employee, entire unit or organization-wide):

·       Impact limited to the department.

Assigned direct reports (not limited to the ones listed). If not applicable, please enter N/A:

·        Admitting Representative, Insurance Verification Specialist.

Education:

Required

·       Associate degree with coursework in leadership, business, medical billing/insurance/terminology and/or healthcare or equitable experience in lieu of degree.

Preferred

·       N/A

Experience:

Required

·       Two (2) years of progressively more responsible leadership/supervisory/management experience including problem solving, coaching, managing change and team development in a customer focused environment (healthcare industry is preferred).

Preferred

·       N/A

Licenses, Certifications and/or Registrations:

Required

·       N/A

Preferred

·       Certified Healthcare Access Associate (CHAA).

Job Related Skills, Abilities and Behaviors:

Required

·       Experience with Microsoft Office (proficiency in Word, Excel, PowerPoint, Outlook), electronic medical records/software or electronic registration system, and SharePoint (or web-based communications).

·       Demonstrates excellent organizational skills, time management skills, decision making skills and effective oral and written communication skills as well as excellent customer service and leadership skills.

·       Self-disciplined, self-directed and motivated with the ability to innovate and inspire excellence in staff performance.

·       Ability to handle conflict, hostility, and stressful situations to successful resolution; ability to manage relationships, build credibility, and work well with diverse background and at various organizational levels.

·       Professional interpersonal skills and the ability to combine tact with effective authority.  Must have the ability to effectively act as a liaison between Admitting and other departments

·       Must be able to effectively handle many functions at the same time with interruptions.

·       General knowledge of patient registration, hospital services, outpatient services, medical terminology and/or health insurance, billing, auditing or accounting.

·       Demonstrated ability to assist with the directing of department functions specifically related to area(s) assigned: Centralized Registration/Scheduling, Front Desk; Outpatient Services; Insurance Verification Specialists, PBX or ER area.

·       Effectively functions as a member of the leadership team.

·       Utilizes problem solving techniques and acts to deal with departmental concerns such as workflows, policies, procedures and electronic/software/system concerns.

·       Maintains effective working relationships with all health care team members, patients, and others.

Preferred

·       Bilingual skills a plus.