Patient Access Center Supervisor

HealthNet•Indianapolis, IN

1d•Onsite

About The Position

The Patient Access Center Supervisor supports and supervises patient access specialists who handle calls from HealthNet patients, clients, healthcare providers, vendors, and other stakeholders. This customer-focused, team-supporting leader hires team members, assists with training, and ensures specialists are prepared to handle incoming calls, questions, complaints, and service or product issues. The supervisor monitors employee progress and performance, reinforces expectations and policies, answers questions about best practices and difficult calls, and provides ongoing coaching, learning opportunities, and corrective action when needed. The supervisor supports process improvement by identifying operational issues, recommending policy or procedure reviews and changes, documenting issues for management follow-up, and collaborating with other supervisors and managers to support staff and customer satisfaction. The role also prepares reports and analyzes data to help management establish patient access center goals. When communicating with patients or clients, the supervisor applies at least one health literacy method. The position also includes patient access, scheduling, documentation, and clerical work. Duties include greeting callers and identifying their needs; responding accurately and promptly to questions and directional requests; completing patient registrations and preregistrations in the computer system; obtaining consent; and, when needed, requesting medical records and radiology exams before appointments. The supervisor answers and triages calls, provides information within their area of responsibility, coordinates ancillary appointments, reschedules appointments according to departmental guidelines, and attends to the care and comfort of patients and families. Other tasks may be assigned by the hiring manager. The position is based at Martindale Brightwood Health Center, 2855 N Keystone Avenue, Suite 100, Indianapolis, Indiana. It is classified as non-exempt.

Requirements

High school diploma or equivalent.
Call center, customer service, or supervisory experience may be required.
Proficiency with computers, software applications, and phone systems.
Strong verbal and written communication skills.
Strong understanding of HealthNet policies and procedures.
Ability to coach, train, motivate employees, and evaluate their performance.
Problem-solving, leadership, and customer service skills.
Ability to remain calm and courteous under pressure and navigate tense situations, including busy periods.
Ability to accurately collect patient information.
Knowledge of insurance plans and third-party payors.
Data-entry and basic math skills.
Ability to perform multiple tasks simultaneously.
Familiarity with and operating knowledge of designated equipment and supplies.
Ability to work effectively with culturally diverse, low-income populations.
Ability to educate patients about eligibility requirements, the sliding fee scale program, and documentation needed to qualify for discounts or services.
Ability to work effectively on teams.
Ability to meet standards when completing lab training or competencies.
Ability to read, write, hear, and communicate effectively in English, orally and in writing.
Ability to perform duties during varied or prolonged work hours.
Ability to lift, push, or pull equipment weighing up to 20–30 pounds.
Must not require employer sponsorship for a work visa; the employer is not currently sponsoring work visas.

Nice To Haves

Additional education, especially in management, is preferred.
May be required to travel.

Responsibilities

Hire patient access specialists and assist with their training.
Prepare specialists to handle incoming calls, patient questions and complaints, and service or product problems.
Monitor staff progress and performance, reinforce expectations, answer questions, and provide ongoing coaching and learning opportunities.
Ensure agents understand and comply with call center objectives, performance standards, and policies; take corrective action when necessary.
Answer agent questions about best practices and difficult calls, and serve as an analytical and supportive resource.
Participate in process improvement; identify operational issues and recommend policy or procedure reviews and changes.
Document issues for management follow-up and work with supervisors and managers to support agents and maximize customer satisfaction.
Prepare reports and analyze data to help management determine patient access center goals.
Use at least one health literacy method when communicating with patients or clients.
Greet callers, ascertain their needs, and respond accurately and promptly to questions and directional requests.
Complete patient registrations and preregistrations by entering demographic, financial, employment, referring provider, and emergency contact information into the computer system.
Request medical records and radiology exams before patient appointments when needed.
Obtain consent according to specified requirements and provide required resource materials.
Attend to the care and comfort of patients and their families.
Answer and triage incoming calls and provide information within the department's area of responsibility.
Coordinate additional ancillary appointments, including financial interviews when needed, and make efforts to accommodate patients, providers, and ancillary teams.
Reschedule patient appointments according to departmental schedules and guidelines.

Benefits

Competitive compensation.
Medical, dental, and vision plans.
Short-term and long-term disability.
Health Savings Account and Difference Card available within certain medical plans.
Flexible Spending Account.
Life insurance, AD&D, group accident, critical illness, and hospital indemnity coverage.
Domestic partner leave.
Wellness programs.
401(k) match.
Paid time off that accumulates from the start of employment and is available to use.
Tuition reimbursement.
Employee referral program.