Supervisor, Patient Access

About the role

Perform a wide variety of functions dependent on the needs of the department. Responsible for technical support, cognizant skills required for other roles in the department, staff direction and development, leadership, accountability for key performance indicators, quality improvement, continuing education activities, and supervision of associates. Ensure that methodologies, policies, and procedures are deployed to guarantee the highest quality standards with extraordinary customer service as the goal. Demonstrate the philosophies and core values of UPMC in performance of duties.

This role will rotate between McCandless, Cranberry, and Wexford sites.

Schedule

Monday - Friday, 7:00 AM - 3:30 PM

Responsibilities

• Train new associates and provide ongoing education and communication to staff.
• Review to ensure 100% compliance with uLearn requirements is met.
• Evaluate staff to ensure compliance with departmental competencies, invoking additional training as needed.
• Support and contribute to UPMC core values and guiding principles of Your Care. Our Commitment, and abide by all UPMC departmental policies, procedures, and goals.
• Incorporate acts of dignity and respect in daily interactions.
• Participate in assigned committees, special project tasks, and work groups as directed by department management.
• Develop and update work-specific procedural and policy documentation.
• Foster an environment that encourages associate growth and development.
  • Serve as a coach, mentor, team builder, and facilitator.
  • Provide on-call support to staff in the event of problems and/or staffing concerns.
  • Serve as a resource person for technical and/or operational questions as a liaison with clinical and non-clinical departments, ensuring the highest standards of data integrity.
• Identify problems, define alternatives, and recommend practical, efficient solutions.
• Conduct new associate interviews, working with HR to finalize the process.
• Collaborate with the manager and utilize other resources regarding personal issues and/or situations that have real or potential impact on the department and/or institution.
• Represent the department in the absence of the manager.
• Make effective decisions within the scope of delegated authority.
• Complete department schedule, weekly time/attendance, and monitor PTO requests to ensure staffing coverage.
• Manage overtime, keeping within budgetary requirements.
• Follow up on customer complaints and issues; ensure problem resolution and corrective action for long-term solutions.

Requirements

• Associate or Bachelor’s degree in business, healthcare administration, finance, or related field and 1 year of healthcare billing, registration, or patient business services experience or a minimum of 4 years of healthcare billing, registration, or patient business services experience.
• Supervisory experience preferred.
• Strong interpersonal and communication skills and ability to effectively problem-solve and make independent decisions.
• Knowledge of insurance pre-certification/pre-authorization, Managed Care, Medicare/Medicaid, and Commercial insurance plans.
• Prior working experience on personal computers and various office equipment.

Qualifications

• Credentialing as a Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management (NAHAM) preferred.
• Act 31 Child Abuse Reporting (with renewal).
• Act 33 (with renewal).
• Act 34 (with renewal).
• Act 73 FBI Clearance (with renewal).