Supervisor, Patient Access - Hospital Experience

Job Purpose

The Supervisor, Patient Access is responsible for monitoring and overseeing the daily activities of the insurance verification, financial clearance and authorization team including inventory management, monitoring of process KPI’s, communicating appointment scheduling changes front-desk leadership and monitoring productivity and quality.

Duties and Responsibilities

• Monitors all pieces of insurance verification, financial clearance and authorization work-flow including all inbound forms of account referral, daily team throughput, communication with the front desk and handling of account escalations
• Ensures all process goals are met inclusive of hitting financial clearance days out targets, POS collections targets and reduction of eligibility & benefit denials
• Manages team productivity daily, weekly and monthly ensuring productivity targets are met
• Ensures weekly QA is performed on all work and address performance issues with training, mentoring and action plans for improvement
• Provides assistance/resolution to external and internal client inquiries
• Prepares and maintains daily and weekly reports/logs including but not limited to front-desk account escalations, notification of appointments for reschedule and account inventory logs to manage team work-flow
• Maintains a current working knowledge of all healthcare related issues and regulations
• Identifies issues and works with the manager and director to get them resolved
• Provides training, monitoring and feedback as well as disciplinary action as necessary
• Maintains a professional attitude
• Maintains confidentiality at all times
• Monitors team attendance, PTO usage and staffing requirements
• Ensures that remote client access is disabled for terminated or transferred employees when applicable in a timely fashion
• Reports any security or HIPAA violations or concerns for the team to the HIPAA Officers in a timely fashion
• Uses, protects and discloses patients’ protected health information (PHI) only in accordance with HIPAA standards
• Understands and complies with Information Security and HIPAA policies and procedures at all times and ensures all direct reports are trained and in compliance of said policies and procedures at all times
• Limits viewing of PHI to the absolute minimum as necessary to perform assigned duties for the respective team

Qualifications

• 3+ years’ experience managing the front desk at a hospital, physician practice or leading an insurance verification team for a third party billing office or similar setting
• Ability to work well individually and in a team environment
• Must be reliable, responsible, goal oriented and flexible
• Excellent interpersonal, communication and organizational skills
• Experience in Hospital Billing, Physician Billing or Physician Practice Management
• Strong organizational skills
• Strong verbal and written skills in order to effectively communicate with patients, co-workers, insurance companies, practice staff, and clients
• Proficiency in Microsoft Office Suite
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results oriented
• Excellent written and verbal communication skills required
• Gracious and welcoming personality for customer service interaction

Working Conditions

• Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.
• Physical Demands: While performing the duties of this job, the employee is required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.