Supervisor Patient Access

Responsibilities

• Provides hands-on supervision of daily activities and workflow of the unit and completes scheduling of shifts.
• Ensures coverage of all registration points during operating hours which may be 24 hours a week coverage.
• Conducts daily department walk-through to provide real time answers and observation.
• Optimizes customer service, facilitates patient access and care, and drives financial performance.
• Demonstrates customer oriented behaviors.
• Focuses the effort of the staff on timely services to ensure complete and accurate information is obtained and documented.
• Ensures staff efforts are aligned with the goals of Access Services, both customer service and financial.
• Completes Schedule of all areas within Patient Access.
• Develops written policies and procedures to guide, clarify and support the staff in their individual roles.
• Conducts 1:1 meetings with team members to provide feedback and build relationships.
• Tracks key performance measures to maximize performance.
• Identifies performance trends and establishes team member-level productivity standards.
• Identifies relevant positive and constructive criticism examples for discussion.
• Provides staff with regular updates on results.
• Leads team meetings with staff to discuss results and progress made on performance goals.
• Develops and implements appropriate plans to resolve backlogs and reverse negative trends.
• Conducts random monitoring to allow for the opportunity to optimize customer service performance and identify training needs on a monthly basis.
• Observes staff as they are working to identify skill deficiencies/efficiencies and to identify process improvement opportunities.
• Teaches staff to proactively follow up and document clearly, concisely and completely.
• Conducts cross-training activities to develop backups and diversity skill sets.
• Each team member should be able to perform their primary role and secondary role.
• Instills in the staff accountability and responsibility for quality and results.
• Provides clear expectations for all staff.
• Uses data to identify needs and efficiently coach staff to expected proficiency.
• Serves as a Subject Matter Expert to identify what their team needs to learn and for training development and revisions.
• Researches and provides solutions for individual staff issues.
• Audit revenue cycle employees for coaching purposes.
• Conducts audits for coaching and feedback purposes.
• Documents and assess auditing data.
• Create and analyze system reports.
• Completes WQ completion.

Qualifications

• Education: High School Diploma or GED, required. 2 Year / Associate Degree, preferred.
• Experience: Minimum two years related experience. 1 year of Leadership Experience, required. 3 years of Leadership Experience, preferred.
• Additional Skills (required): Knowledge of organization policies and procedures. Knowledge of fiscal management and human resource management techniques. Knowledge of office management techniques and practices. Knowledge of computer systems and applications. Skill in gathering, analyzing, and evaluating data. Skill in written and verbal communication. Ability to apply policies and principles to solve everyday problems and deal with a variety of situations. Ability to exercise initiative, problem-solving, decision making. Ability to read, interpret, and apply clinic policies and procedures. Ability to identify problems and recommend solutions. Ability to establish priorities and coordinate work activities. Insurance, billing and related regulatory/governing standards, policies, and procedures; application of safety and infection control policies and procedures; ability to develop learning plans, give and receive feedback, and coach and counsel staff; staffing, scheduling; customer feedback and impact on core processes; delegation, team building, conflict management, change management skills. Ability to drive/travel to multiple locations/facilities as needed. Work with little supervision by taking initiative and being self-motivated. Effectively practices critical thinking and decision making skills. Proficient in Microsoft Office Suite (Excel, Visio, PowerPoint, Word, etc.). Strong organizational skills. Ability to adapt to change and easily build rapport. Comfortable with technology. Must be able to work a flexible scheduled with alternate shifts.