Patient Access Supervisor - Outpatient, Abington

Monday - Friday, 7:30 AM - 4:00 PM. This position requires occasional flexibility in scheduling; the supervisor may need to modify work hours or work outside the regular schedule to ensure adequate departmental coverage and meet operational needs.

About the Role

Provides day-to-day management support. Assigns, directs, organizes, and reviews work assignments of and supervises the daily activities of staff, coordinating patient flow functions. Prioritizes responsibilities to complete daily work requirements, resolves departmental and patient problems as needed, and collects data for monthly statistical reports.

Responsibilities

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Monitors the scheduling and registration process, assessing and evaluating Seamless Access Representatives’ verbal and written communication skills (including good voice quality, good diction, and articulation), customer service, accuracy, call-waiting time, dropped calls, and response time to increase revenue, reduce costs, and improve service quality.
• Serves as the first line of escalation for patient complaints. Consistently looks for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach, and customer service delivery.
• Assists in hiring and training employees, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physicians, and payers.
• Monitors queue and tracks inbound and outbound calls. Apprises Seamless Access Representatives of calls waiting, abandonment rate, etc. Motivates and encourages agents through positive communication and feedback.
• Upholds scheduling and registration proficiency, accountability, and adherence to policies, standards of care, safety, HIPAA, and security regulations.
• Assists in the formulation of targets for representatives.

Requirements

• 3 years of related experience.
• Bilingual skills; must be able to pass a language proficiency assessment within 30 days of hire.
• Complete knowledge and understanding of the scheduling and registration of physician practices and service lines across the Jefferson Health System in accordance with established clinical and insurance requirements to improve access and care coordination.
• Knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA).
• Knowledge of principles and practices associated with the rights and responsibilities of patients and caregivers.
• Knowledge of processes and procedures for documenting patient information from intake to archiving.
• Knowledge of medical records systems applications.
• Knowledge of and ability to use office electronic calendaring software and capabilities.
• Knowledge of and ability to use personal computers or workstations.
• Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to timely resolution.
• Knowledge of and ability to utilize software, technologies, and applications to interact with customers via telephone, web, or other electronic means.
• Knowledge of and experience with implementing new or revised organizational structures, business processes, and operational infrastructure required for enabling effective call center operation.
• Knowledge of the marketplace and new developments in customer support; ability to predict trends related to the Customer Call Center or Support function.

Preferred Qualifications

• Associate’s Degree.
• 2 years of supervisor experience in a contact center.
• Previous experience in or familiarity with Jefferson Health.
• Knowledge of terminology used by insurance and managed care health plans.
• Medical terminology knowledge.
• Knowledge of functions and relationships within a hospital environment.

Physical Demands

• Lift and carry up to 25 lbs.
• Frequent sitting/standing.
• Frequent keyboard use.
• Patient care providers may be required to perform activities specific to their role, including kneeling, bending, squatting, and performing CPR.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including:

• Medical (including prescription), supplemental insurance, dental, and vision coverage.
• Life and AD&D insurance.
• Short- and long-term disability.
• Flexible spending accounts.
• Retirement plans.
• Tuition assistance and access to tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service.
• Voluntary benefits, providing access to group rates on insurance and discounts.

All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.