Operations Supervisor, Patient Access Services (Grande/Pecar)

HHC•Indianapolis, IN

About The Position

The Operations Supervisor, Patient Access Services is responsible for the daily operational, financial, clerical, and patient services needed to maintain efficient flow in assigned service areas. The supervisor oversees staffing in accordance with fluctuating workloads and departmental requirements, works independently, and uses sound judgment and initiative to address management issues. This position directly supervises the Team Leader, Patient Access Operations and other departmental personnel. The supervisor assists the Operations Manager, Patient Access Services with department planning, management, and overall operations. The role contributes to efficiency and service quality through ongoing analysis, development, quality improvement, and implementation of methods and systems. It also supports staff management and development, patient financial-clearance processes, work prioritization, and achievement of departmental and hospital goals. Eskenazi Health is the public hospital division of the Health & Hospital Corporation of Marion County. It provides primary and specialty care at its 333-bed hospital and outpatient facilities, including Eskenazi Health Center sites throughout Indianapolis.

Requirements

High school diploma or equivalent required.
An accredited associate’s or bachelor’s degree is preferred, or two years of experience in registration operations.
Obtain Certification in Healthcare Business Insights within 60 days of hire.
Possess or complete HBI certification as a Patient Access Specialist within the probationary period.
In-depth knowledge of federal, state, and regulatory laws; Eskenazi Health Services policies and procedures; and Indiana State Department of Health regulations.
Microsoft Excel skills, including creating worksheets, importing and sorting data, using basic formulas, and creating pivot tables.
Microsoft Word proficiency to write policies, procedures, and correspondence.
Proficiency in Microsoft PowerPoint, Microsoft SharePoint, and other programs designated and used by the organization.
Excellent oral and written communication skills, including the ability to present information to clinical and non-clinical staff groups.
Ability to lead, supervise, and motivate personnel.
Excellent customer service skills.
Strong interpersonal, problem-solving, and analytical skills.

Nice To Haves

Accredited associate’s or bachelor’s degree.

Responsibilities

Contribute to Eskenazi Health’s mission and model its Pride Values of Professionalism, Respect, Innovation, Development, and Excellence, with special emphasis on serving Marion County’s vulnerable population.
Assist the Operations Manager, Patient Access Services, with planning, managing, and overseeing department operations.
Conduct ongoing analysis, development, quality improvement, and implementation of methods and systems to improve service efficiency and effectiveness.
Create a customer-centric staff services area focused on customer service and quick resolution of issues and problems.
Contribute to staff management and development, including hiring and termination decisions, counseling, attendance management, performance evaluations, and productivity and quality monitoring.
Focus operational resources on productivity and quality to meet departmental and hospital goals.
Provide subject matter expertise and at-elbow training to Team Leaders and frontline staff on areas of responsibility, a minimum of 50% of the time.
Participate directly in front-end and back-end financial-clearance processes, including contacting outside agencies to help complete requirements for payment approval.
Prioritize departmental work, including work queues, registration errors, and billing edits, in accordance with departmental guidelines.
Assess staff-to-work ratios and identify and correct process deficiencies to promote synergy.
Participate in leadership meetings and projects to advocate for patients and support the department and hospital.