Supervisor - Access Services (TOSH/NUSL)

Supervises the operations of assigned workflows including patient check-in/check-out, scheduling, registration, patient portals, on-line/e-requests, EPIC work queues, and physician referrals. Assists with the testing, managing, and/or monitoring of workflows within UAMS electronic systems to ensure maximum productivity. This position assumes responsibility of the manager during the absence of the manager, educates staff on scheduling requirements, physician templates, payer requirements, and government rules and regulations required for compliance, registration, and customer service. They will also perform regular audits to ensure productivity, quality, and compliance. Provides report of findings and works with administrative team to develop corrective action plans. Displays exceptional leadership, supervisory, communication, and interpersonal skills.

Responsibilities

• Supervises department staff by monitoring activities and productivity daily and takes appropriate action to ensure staff consistently meet performance standards
• Responsible for ensuring the team meets expectations for work queue productivity, quality, and customer service
• Seeks out continuing education on regulatory changes and industry standards; ensures information is provided to staff in a timely manner and based on workload
• Documents personnel issues and promotes a balanced and conducive work environment
• Ensures all department, CABC, ICE, and UAMS policies are followed
• Establishes and maintains performance standards for productivity, quality, and compliance
• Implements process improvement and reports results
• Ensures staff is educated and conducts themselves in the performance of all duties
• Knowledge of individual responsibility and ensures staff preparedness following Joint Commission standards and facility safety and emergency preparedness standards
• Maintains current knowledge of the profession and all state and federal regulatory mandates
• Maintains required job skills competencies and completes skills assessments annually
• Completes and maintains documentation of continuing education hours annually
• Supervises the day-to-day operations of the assigned Access Coordinators and Patient Representatives
• Responsible for knowing and understanding clinic policies/procedures and is able to act on these policies/procedures
• Schedules, reschedules, coordinates, and cancels appointments using the hospital systems
• Works closely with management to develop, implement, and maintain formalized training plans
• Responsible for annual training facilitation of staff development and providing employee coaching
• Responsible for employee evaluations
• Works with CABC Support for timekeeping and other HR items
• Promotes teamwork and models the core concepts of Patient Family-Centered Care (PFCC)
• Conducts and assists with crucial conversations with staff when disagreements occur and when necessary progressive discipline
• Conducts team meetings and one-on-one meetings with direct reports
• Participates in new employee onboarding, training, and development of staff
• Provides proper transfer of information as necessary using communication skills and tools
• Ensures staff is collecting all front-end payments during the check-in process
• Performs other duties as needed