Patient Access Center Supervisor

Genesis Healthcare System•Moline, IL

4d•Onsite

About The Position

This position is responsible for overseeing the daily operations of the Patient Access Center, ensuring efficient and effective patient scheduling processes. The supervisor is responsible for managing a team of Access Center Specialists. Providing guidance, training, and support to ensure that team members perform their duties accurately and efficiently. The supervisor collaborates with other departments to optimize patient flow and enhance the patient experience. They also develop, implement, and enforce policies and procedures to ensure compliance with regulatory requirements and organizational standards. Additionally, the supervisor analyzes data and trends to identify opportunities for process improvement and implements solutions to enhance the overall performance of the patient access center.

Requirements

High School diploma or equivalent required.
Recommended three (3) years of relevant experience in central scheduling, registration, pre-service/financial clearance, financial counseling, and/or case management/utilization review. Experience must include customer service.
One (1) year departmental Tier 3 Status and One (1) year coordinator/supervisory experience is preferred. OR One (1) year coordinator/supervisory experience required, and the expectation of departmental Tier 3 Status achieved within 1 year.
Able to demonstrate the ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities.
Must be proficient in the use of Microsoft Office.
Ability to lead a diverse workforce in a learning environment. Must be able to emphasize team-building and strong leadership and provide clear direction to the department, while also functioning as an individual contributor.
Must have effective verbal and written communication skills.
Effective critical thinking, problem solving and decision-making skills. Strong quantitative and analytical abilities.
Ability to handle a high degree of pressure, heavy workloads, multiple requests, numerous interruptions, and short deadlines in a positive manner. Ability to adapt to changing conditions, assimilating new processes into job functions, and taking ownership.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Genesis.

Nice To Haves

Experience in a complex, multi-site environment preferred.

Responsibilities

Determines and or maintains proper process/procedures for physician provider offices and order scheduling.
Assists staff work schedules and provides guidance and direction for assigned staff to ensure cost effective staffing that meets customer requirements. Oversees staff activity in multiple locations to ensure effective integration and coordination of departmental work activities and quality job performance. Serves as liaison for system issues and as technical advisor and resource to staff.
Supervises team projects in collaboration with team members. Fosters positive relationships within area of responsibility that promotes active participation in department success. Elicits feedback from interdisciplinary team, including the medical staff, and involves them in decision-making as appropriate.
Subject matter expert for developing training materials, systems, procedures, and new programs.
Develops effective interpersonal relations to ensure a positive image of Genesis, and to ensure customer satisfaction. Follows up on customer issues and ensures problem resolution and corrective action for long-term solutions are handled in a professional manner.
Works with department leadership in assessing developmental needs of the department periodically and promotes opportunities for development with attention to skills in independent decision-making, effective communications, and interpersonal relations.
In coordination with the manager, identifies and implements opportunities for staff to increase their knowledge base, advance their practice and enhance their professionalism through staff orientation and continuing education opportunities. In this context, the incumbent may oversee some degree of training to meet these goals.
Assists with hiring employees and selects candidates based on potential contributions and departmental culture/needs.
Provides ongoing performance feedback based on error reporting, call monitoring, and observation in a prompt, direct and positive manner. Coach’s specialists to ensure positive outcomes. Conducts performance evaluations. Provides counseling and/or conflict resolution regarding unresolved performance issues, effectively utilizes the disciplinary process, as needed.
Assists the manager in maintaining fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, managing staffing allocation in alignment with customer service goals, and by meeting budget parameters.
Analyzes and displays data in meaningful formats; manages and conducts special studies and prepares reports, including key performance indicators such as waiting/service times, staff productivity, accuracy, customer feedback, incident reporting, etc.
Maintains a working knowledge of applicable Federal, State, and local laws and regulation, Standards of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
Maintains a basic level of current knowledge of registration, insurance eligibility, pre-certification/authorization, referral management, and pre-service/point-of-service collection processes.
Maintains a current knowledge of scheduling functions, referral management, and over all patient access EPIC functionality. -add telephone encounters?
Serves as primary contact for offices/customers/key stakeholders for sensitive, urgent, needs addressed concerns.
Knowledgeable of the operations and reporting functions of required systems (such as: EPIC, 2Ring, Cisco, Jabber, Artera, Onbase, and RightFax, etc.)