Supervisor Access Services

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values Are We serve faithfully by doing what's right with a joyful heart.
We never settle by constantly striving for better.
We are in it together by supporting one another and those we serve.
We make an impact by taking initiative and delivering exceptional experience.

Benefits

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Job Summary

The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.

Essential Functions of the Role

• Supervises daily activities of an assigned Access Services unit.
• Prepares and directs schedules to ensure appropriate staffing 24-7.
• Makes sure attendance of team members is monitored and schedules breaks and shifts as necessary.
• Ensures customer and department satisfaction.
• Ensures timely follow-up and escalation recovery is performed.
• Makes sure all outbound and inbound team activities are monitored according to performance goals.
• Improves quality by evaluating processes and recommending changes.
• Collaborates and enforces system policies, procedures, and productivity standards.
• Performs routine call quality reviews on recorded or live calls.
• Fulfills established procedures.
• Does account research to assist with system-level initiatives or requests.
• Immediately reports any performance, productivity, and behavioral issues regarding staff to management for review.
• Makes sure financial performance is monitored by ensuring financial conversations and collection attempts.
• Adjusts staff to volumes under the supervision of the Access Services Director and Manager.
• Motivates and mentors team members to maintain a positive work environment.
• Creates and implements goals, action plans, and incentives to drive production results.
• Performs call monitoring, coaching, training, and feedback and disciplining.
• Serves as a role model for staff in maintaining effective communication.
• Includes communication with employees, patients, guests, insurance companies, employers, doctors, and hospital personnel.
• Serves as an information source to ensure resolution of customer inquiries and complaints.
• Handles escalations on an as needed basis.
• Administers and handles escalation requests for system and Revenue Cycle policies.
• These include Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.
• Participates in the hiring process and manages performance, recognition, and disciplinary actions.
• Aids in interviewing applicants, hiring, and performance reviews.

Key Success Factors

• Knowledge of general insurance terms, including governmental and commercial payers.
• Basic knowledge of medical and coding terms.
• Proficient typing and keyboarding skills.
• Basic computer skills and Microsoft Office.
• Demonstrated ability to work autonomously.
• Proven written and verbal communication skills.
• Works unsupervised and self-starter.
• Proven ability to problem-solve, perform critical thinking.
• Excellent listening and communication skills, and professional telephone etiquette.
• Maintains a professional demeanor in stressful and emotional environments.
• This includes crime, behavioral health, suffering patients, and life or death situations.
• Must exhibit high empathy and communicate well with patients and families during trauma.
• Demonstrate exceptional customer service skills.
• Ability to maintain patient confidentiality in accordance with HIPPA guidelines.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.