Supervisor Patient Access

Job Description

• Captures 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.).
• Makes observations of colleague performance during the work day and reviews system-generated performance reports to assure the overall performance of the team.
• Ensures 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.
• Ensures 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 recruiting 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 with special projects as needed.

Competencies

• Decision Making: Ability to make decisions that are guided by precedents, policies, and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
• Problem Solving: Ability to address problems that are highly varied, complex, and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
• Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines. The Manager/Director provides broad guidance and overall direction.
• Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families, and external customers.
• Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices, and policies with the ability to use them in complex varied situations.
• Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
• Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Minimum 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.

Preferred Qualifications & Skills

• EHR experience
• Post high school education (certification or degree) in healthcare related or business field.

Pay Range

$25.50 – $34.32