Access Services Supervisor

University of Arkansas System•Little Rock, AR

1d•Onsite

About The Position

This Access Supervisor manages the day-to-day Patient Access outpatient operations of The Orthopedic and Spine Hospital (TOSH) and/or the Central Access Business Center (CABC). This position is responsible for the team’s performance meeting and/or exceeding the department standards as developed by the Senior Practice Manager and the CABC Director. This position reports directly to the Access Manager. This position will comply with all CABC, Patient Access, Integrated Clinical Enterprise, and UAMS policies and will ensure that direct and indirect reports comply as well.

Requirements

High School Diploma/GED
Seven (7) years of patient registration, billing, and/or scheduling in a healthcare environment
Two (2) years of supervisory experience (preferred)
Must have excellent organizational and interpersonal skills in order to successfully interact with individuals of diverse backgrounds
Well-developed decision-making skills
Highly motivated and self-directed individual to establish plans of action
OR
Bachelor's Degree in Healthcare or a related field
Three (3) years of experience in patient registration, billing, and/or scheduling in a healthcare environment
Two (2) years of supervisory experience (preferred)

Nice To Haves

Advanced knowledge of Epic system and third party payer requirements.

Responsibilities

Supervises the day-to-day operations of the assigned Access Coordinators, and/or Patient Representatives.
Staff personnel to meet the departmental needs to include time and attendance oversight.
Prioritizes workload daily and adjusts staffing model as needed to ensure adequate coverage.
Attends and actively participates in requested Service Line meetings in addition to any meetings related to the department.
Responsible for ensuring staff is collecting all frontend payments during the check-in process.
Monitors staff performance through various methodologies including monthly quality and productivity audits.
Establishes performance standards with the Access Manager
Identifies relevant trends by reviewing reports and initiates process improvement when warranted.
Accepts ownership when initiating new or enhanced process improvement projects once these are approved by the Senior Practice Manager.
Ensures all department, CABC, ICE, and UAMS policies are followed.
Knowledge of individual responsibility and ensuring staff preparedness following established Joint Commission standards and facility safety and emergency preparedness standards.
Reviews all Patient Access patient complaints and actively seeks resolution and service recovery.
Responsible for hiring staff, new employee onboarding, training, and development of staff.
Responsible for annual training facilitation 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.
Provides proper transfer of information as necessary using communication skills and tools.
Perform other duties as needed