Patient Access Supervisor
Children's National Hospital
Summary
Patient Access Supervisor will be responsible for successfully supervising the organizational and administrative operations of the 24/7 Patient Access Department. Performs supervisory duties including hiring, training, evaluating and the day-to-day management of the Patient Access team (Admissions, Emergency Department, Laboratory and Radiology Registration and Scheduling, and Financial Counseling). Emphasis is placed on customer services, patient satisfaction, staff development and fiscal goals. Responsible for assisting in managing the financial aspects of the department and the quality assurance activities. Works with medical, nursing and accounting staff to ensure appropriate patient placement. This position will rotate call, weekend and shift coverage as needed and will float between the different locations within Patient Access (SZ Campus, United Medical Center and Off-site Ancillary locations) as needed.
Job description
Functional Accountabilities
Grow
- Encourage and share new ways of making the right work easier to do
- Recognize and share incremental improvements in operations
- Monitor and promote efficiency in the team's operations
Operations Management
- Implements the department's goals through efficient management of day-to-day operations of department; troubleshoots operational issues and develops action plans to resolve
- Collaborates with management team on significant operational issues/barriers
- Assists manager and/or management team in development, implementation, and evaluation of services, programs, policies and procedures, and performance standards to achieve departmental goals
- Ensures accuracy of the registration process, monitoring reports and updating information accordingly and addressing staff timely
- Register, schedule and process patients through the system while ensuring optimal patient flow
- Collaborates with manager to ensure efficiency of department processes including reconciliation of daily visits, charge tickets and cash drawer balancing
- Ensure staff are meeting departmental goals including TOS, ACD, Charge Reconciliation, registration quality and first pass denials
- Works with manager to ensure department is meeting budgetary goals
- Works with manager to provide monthly reports and identify outcomes and opportunity for improvements
Quality Control Performance Improvement Initiatives
- Monitors satisfaction scores and works with manager/management team to make improvements as indicated by survey results
- Reviews registration and eligibility denials and provides feedback to staff timely to meet organizational goals
- Participates in performance improvement initiatives as identified by management team
- Works with staff to ensure accurate and timely registration, insurance verification and copay collection
- Work with manager to update training material and initiatives as needed
Human Resource Management
- Supervises, trains and mentors staff
- Conducts performance evaluation and manages staff performance goals
- Performs disciplinary
- Establishes work schedules for staff, and works with manager to address recruitment and retention objectives
- Provide ongoing feedback with staff to include rounding, monthly staff meetings and daily huddles
Administrative Duties
- Monitor daily error and rejection reports and address them accordingly
- Performs administrative tasks such as payroll, time records
- Monitor and report on physician trending for PCP and Referring providers; increase provider stratification and engagement
- Monitor supplies and ensure they are kept at par level
- Other duties as assigned
Requirements
- Associate's Degree (Required)
- 4 years of healthcare related experience
- 2 years of supervisory experience
- Excellent interpersonal and written communication skills
- Ability to delegate assignments and follow through on details
- Excellent consumer relations skills
- Working knowledge of hospital scheduling and billing systems
- Ability to work on projects and meet overall objectives and pre-determined deadlines
- Ability to supervise, counsel, train, and develop staff
- Advanced technical skills, as appropriate
- Ability to be effective and efficient in a fast paced environment, managing multiple competing tasks and priorities
- Proficient in Microsoft products
- CHAM Certification within first year of hire
- Bilingual a plus
Company overview
Children's National Hospital is a premier pediatric healthcare institution located in Washington, D.C., recognized as one of the top children's hospitals in the United States. Founded in 1870, it serves as the region's primary pediatric academic medical center, providing comprehensive care across all pediatric specialties. The hospital operates a 323-bed facility and offers advanced medical services including neonatal intensive care, pediatric surgery, oncology, cardiology, and neurology. As an academic medical center affiliated with the George Washington University School of Medicine and Health Sciences, Children's National is deeply involved in pediatric research, medical education, and clinical innovation. The institution is particularly renowned for its Sheikh Zayed Institute for Pediatric Surgical Innovation and its leadership in pediatric genomics and precision medicine. Children's National consistently ranks among the top pediatric hospitals nationally, with specialties in cancer, cardiology, neurology, and neonatology receiving particular recognition for excellence in patient care and outcomes.