Supv-Patient Access - UHC

About the role

Exceptional care starts with exceptional people. For us, this is more than a job– it’s a calling. It’s waking up each day, looking for ways to make a difference with a compassionate, inclusive and talented team. Ochsner empowers you to discover your passion, reach your potential, and Pursue Your Purpose. Exceptional care starts with exceptional people and teams. Together we are leading the way. This job supervises the Patient Access functions. Monitors and manages patient flow to minimize patient wait times. This job performs duties to support and supervise the Patient Access functions while monitoring productivity and reporting statistics to leadership.

Responsibilities

• Manages staff performance and productivity while ensuring adherence to departmental customer service initiatives by performing audits on staff performance.
• Works with leadership to establish monthly departmental goals based on key metrics and develops team initiatives and goals.
• Manages patient flow and adjusts staffing according to volume to minimize patient wait times.
• Facilitates conflict mitigation within and across departments; identifies, communicates, and removes barriers to departmental performance.
• Manages staff schedules to ensure adequate coverage.
• Interviews and recommends candidates for hire and coordinates training to develop staff.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Performs other related duties as required.
• Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

Requirements

• Education: High school diploma or equivalent; Bachelor's Degree preferred.
• Experience: Minimum of 7 years of experience in a hospital, clinic, medical office, business services/revenue cycle, or other customer service-related environment (including front line registration, financial counseling, banking, retail, or similar roles involving direct customer or patient interaction); OR 2 years of customer service experience with a bachelor’s degree.
• Knowledge, Skills and Abilities (KSAs):
  • Computer skills and dexterity for data entry and retrieval of information.
  • Effective verbal and written communication skills and ability to present information clearly and professionally.
  • Proficient with Windows-style applications, various software packages specific to role and keyboard.
  • Strong interpersonal skills.
  • Excellent leadership skills and self-direction.
  • Good judgment skills in handling difficult situations.
  • Good organizational, time management, and conflict resolution skills.
  • Ability to travel throughout and between facilities and work a flexible work schedule (e.g. 24/7, weekend, holiday, on call availability).
• Physical and Environmental Demands:
  • Medium Work – exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.
  • Must be able to sit for prolonged periods of time.
  • Must be able to stoop, bend, reach and grab with arms and hands, manual dexterity.
  • Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.
  • The incumbent has no occupational risk for exposure to communicable diseases.
  • Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste.