Supervisor Admissions & Registration-ED. 11p-7:30a. every 3rd weekend/on call

About the role

Working in Patient Access and as a member of the Beth Israel Lahey Health (BILH) System Services team, you can have a career that allows you to grow and advance while making a difference in people’s lives. We use a coordinated approach to delivering administrative and operational services across our entire healthcare system.

Responsibilities

• Captures and coordinates the daily operations of his/her assigned team of colleagues, maintaining all necessary systems and controls to ensure the efficient and effective performance of the team.
• Responds to problems as they occur and assists the Director/Manager in identifying barriers to performance.
• Serves as a resource and support to team members.
• Maintains relationships with assigned clinical departments through daily interactions and periodic meetings with department managers.
• Affords assistance in developing colleague schedules.
• Identifies gaps in coverage created by planned or unscheduled absences of colleagues and proposes solutions.
• Provides staffing coverage when needed, effectively performing the duties and responsibilities of the position(s) they oversee (patient scheduling, registration, financial clearance, etc.).
• Maintains the daily performance of individual colleagues and the overall performance of the team, through direct observation of performance during the work day and review of system-generated performance reports.
• Assures that all colleagues are properly trained and prepared to perform effectively.
• Proactively identifies colleagues in need of retraining and continuing skill development.
• Reviews findings with the Director/Manager and provides retraining and continued skill development to colleagues as needed.
• Assures colleague adherence to all BILH policies and procedures, including dress code, attendance, etc.
• Reports issues to the Director/Manager and addresses issues as directed.
• Affords assistance in administering corrective action to colleagues when necessary.
• Affords assistance in recruitment of colleagues by interviewing candidates and providing feedback to the Director/Manager.
• Provides training and orientation to new colleagues.
• Contributes to colleague's annual performance appraisals and competency assessments with measurable data and/or specific examples of performance.
• Works as a positive and constructive change agent, demonstrating a commitment to the continuous excellence and improvement of the team’s performance.
• Strives to either improve existing workflows or to find new ways of doing tasks that enable the greatest productivity and accuracy of work product, and the highest quality of customer service.
• Intervenes to handle sensitive patient issues or situations when a patient is not satisfied with a team member’s response to a particular problem.
• Escalates problems to the Director/Manager when appropriate.
• Works with the clinical departments, outside providers, third-party insurers, and any other individual or entity to assist in resolving patient questions or problems in the most effective and positive manner possible.
• Systematically assesses the needs of the department on an ongoing basis. Makes recommendations to the Director/Manager as needs or problems are identified.
• Affords assistance in special projects as needed.

Qualifications

• Education: High School diploma or equivalent.
• Licensure, Certification & Registration: N/A
• Experience: Minimum 1-2 years of Patient Access Services, Revenue Cycle, or related experience. Experience in a lead or supervisory role is preferred.
• Skills, Knowledge & Abilities: Advanced skills with Microsoft applications including Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis, and maintain databases. Proven ability to build teamwork and foster a work culture of respectfulness. Ability to troubleshoot and resolve problems that arise impacting the patient experience or support provided to other departments. Knowledge of medical terminology.