SUPV - ADMISSIONS/PT ACCESS

This role acts as an advocate for the customer and serves as a liaison between the patient access team, hospital departments and physician offices in a collaborative effort to facilitate patient registrations and admissions, verify insurance benefits and obtain related authorizations. Additionally, the Patient Access Supervisor may be responsible for providing oversight of financial resource screening for Medicaid, Affordable Care Act, and hospital-sponsored financial programs as appropriate.

Responsibilities

• Responsible for training, coordination, and supervision of front desk personnel.
• Works closely with team to drive efficient workflows and business processes.
• Coaches, counsels and mentors team to develop staff and improve teamwork, morale and overall performance results.
• Responsible for assigning and directing work; appraising performance for direct reports as well as addressing complaints and resolving problems.
• Work closely with the clinical team of the various ancillary departments.
• Prepare and communicate work schedules for team.
• Track and communicate key metrics including point of service cash collections, registration productivity, accurate and timely insurance verification and securing authorizations, Quality Assurance.
• Track productivity monitoring for staff to maximize resources and results.
• Attend, prepare materials and actively participate in the facilitation of mandatory monthly staff meetings, new hire training, team building, in-services, and continuing education sessions.
• Implement processes and tools to consistently achieve established key performance metrics.
• Identify and address team members training needs to meet performance expectations.
• Provide assistance/resolution to external and internal client inquiries around patient financial service activities.
• As a subject-matter expert, assist team with escalated customer and client issues, coaches and trains other team members as needed.
• Responsible for reporting any trends in patient wait times, registrations, financial clearance, point of service cash collections, procedural issues and make recommendations to internal leadership and/or client to maximize performance when appropriate.
• Serve as point of contact for specific client(s) operational activities, including implementation updates, reporting, escalations and presenting at client meetings as needed.
• Support Leadership with analyzing Patient Access performance to drive client satisfaction and related revenue cycle results.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 5 years' experience in front desk operations.
• Two plus years experience in a supervisory role.
• Fluent with medical terminology required.
• Experience with patient check-in and check-out process.
• Knowledge of federal or state government agencies including but not limited to Medicare, Medicaid, VA or Charity Care programs, or patient management and healthcare accounts receivable within the healthcare revenue cycle.
• Proficient knowledge of commercial, government insurance plans and workers compensation, insurance verification and authorization procedures, payer networks, government resources, and medical terminology.
• Strong people leader with ability to build high performing teams, meet departmental and individual performance objectives.
• Demonstrated experience handling escalated issues, educate and mentor team members and is viewed as a subject matter expert.
• Excellent written and verbal communication skills.
• Expert knowledge of patient access services and the overall effect on the revenue cycle.
• Demonstrated experience communicating effectively with a customer and simplifying complex information.
• Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievements of performance metrics.
• Proficiency with MS Office Products and data base applications.