Supervising Patient Services Representative

About the Role

Natividad is seeking to fill a permanent full-time Supervising Patient Services Representative in the Specialty Clinic. Under direction, this role supervises, directs, evaluates, plans, organizes, assigns, and reviews the work of assigned personnel and activities involved in the overall operations of an assigned area. Responsibilities include interviewing patients to collect, verify, and document information related to admission, outpatient paperwork, registration, and billing; data entry and reporting; scheduling appointments; supervising and training subordinate staff; and performing other duties as required.

Responsibilities

• Supervises, directs, evaluates, plans, organizes, assigns, and reviews the work of assigned personnel; prepares and delivers performance evaluations and improvement plans; interviews and selects new hires; recommends or initiates disciplinary action; evaluates training and development needs of staff and arranges for and conducts staff training.
• Performs and/or oversees the most complex tasks relative to assigned area of responsibility, including complex business office activities of one or more Outpatient Clinics and/or an inpatient Hospital admitting department setting.
• Oversees the maintenance of patient records including medical records, billing, and accounts receivable information; ensures compliance with Medical/Medicare and other third-party payor regulations in billing of medical services.
• Establishes work priorities in accordance with operational guidelines and ensures staffing requirements throughout assigned area are met on a daily and continuous basis.
• Reviews work of assigned staff for accuracy, appropriateness, adequacy, format, neatness, and compliance with pertinent laws, regulations, standards, policies, and procedures; approves, amends, and/or rejects work products; returns incomplete or inadequate work to originator with instructions for correction and completion.
• Researches, compiles, and maintains information from a variety of sources for the completion of forms or the preparation of periodic and special reports.
• Develops and assists professional and administrative staff in developing internal procedures.
• Leads assigned staff in resolving complex or specialized registration situations and processes; communicates effectively with other County departments, clients/patients, and the community regarding assigned area; develops, discusses, interprets, and implements policy and procedures.
• Coordinates business office activities related to the implementation of data processing system changes, including providing information and training to staff on changes as needed.
• Performs a variety of clerical duties, including complex and responsible administrative support functions to ensure adequate coverage is maintained.
• May coordinate, order, and maintain office supplies, materials, and equipment.
• May be assigned as a Disaster Service Worker as required.

Requirements

A combination of experience, education, and/or training which substantially demonstrates the following knowledge, skills, and abilities:

• Thorough Knowledge Of:
  • Patient Clinic outpatient registration packet, or Hospital admissions, and/or other registration procedures and requirements for patient screening, registration, pre-admission, and admissions.
  • Requirements and procedures of the variety of payor sources encountered to determine client/patient eligibility.
  • Operations and requirements of patient registration including Hospital admission or Outpatient Clinic registration.
  • Applicable state, Federal, and TJC regulations and guidelines as needed for the assignment.
  • Computer system and applications typical to inpatient hospitals or Outpatient Clinics.
  • Publicly funded payor sources and program enrollment.
  • Complex Medical and other technical terminology usage and spelling to review and evaluate subordinate staff completion of pertinent registration and admission documents.
  • Departments and services typical for either hospitals, medical Outpatient Clinics, or community resources to ensure staff are referring patients to the appropriate resources.
  • Principles, practices, and techniques of supervision and training of subordinate staff.
  • Office procedures, practices, and record systems.
  • Complex arithmetic, including percentages and decimals.
  • Applicable laws, ordinances, rules, and regulations in assigned area.
• Working Knowledge of: Speaking and writing in both Spanish and English.
• Skill and Ability to:
  • Supervise, evaluate, plan, organize, direct, and review work of assigned personnel.
  • Train assigned personnel.
  • Schedule and prioritize work and meet critical deadlines; work independently with minimal direction.
  • Interpret, apply, evaluate, and develop policies, practices, and problems.
  • Effectively communicate oral and written instructions to subordinate staff.
  • Use initiative and sound independent judgment within established guidelines.
  • Establish and maintain effective working relationships with those contacted in the course of work, including staff and other County departments.
  • Interview individuals and obtain comprehensive and accurate information under unpleasant or urgent circumstances.
  • Prepare and process complex forms and paperwork.
  • Prepare and maintain patient files and records.
  • Perform arithmetic calculations related to deposits and totaling cash logs.
  • Translate for non-English speaking patients (if required).
  • Obtain personal, employment, financial, or payor source information provided.
  • Operate a computerized system for Outpatient Clinics, Hospital admitting, or other clinical/registration system rapidly and accurately.
  • Effectively communicate with patients, staff, management, and other departments as needed.
  • Establish rapport with individuals to obtain personal information through interviewing.
  • Provide excellent and courteous customer service.
  • Maintain confidentiality in accordance with County policies and legal regulations.

Qualifications

Any combination of training, education, and/or experience which provides the knowledge, skills, and abilities and required conditions of employment listed above is qualifying. An example of a way these requirements might be acquired is:

• Experience: At least three (3) years of progressively responsible hospital admission or medical Outpatient Clinic registration experience, including one (1) year of supervisory experience over a major Outpatient/Public Health Clinic, Outpatient Clinic call center, or hospital admitting department.

Conditions of Employment

• Pass a pre-employment physical/medical assessment.
• Undergo a thorough background and reference check process, including a Department of Justice fingerprint check.
• Possess a valid Driver License for the class of vehicle driven or provide suitable transportation approved by the appointing authority if driving on County business.
• Show original Social Security Card and a valid Driver License or State ID prior to the first day of work (Social Security Card is required for payroll purposes only).
• Be available to work all shifts, including irregular hours, nights, weekends, and holidays.
• Work with potentially hazardous and infectious substances.
• For some positions: Speak in English/Spanish and successfully pass the oral and written proficiency bilingual exam.