Patient Access Services Supervisor

UnitedHealth Group•Cobleskill, NY

4d•Onsite

About The Position

This position is Onsite. Our office is located at Cobleskill Regional Hospital, 178 Grandview Dr, Cobleskill, NY 12043. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. The Patient Access Associate Supervisor will primarily support the Cobleskill Regional Hospital and at times may need to travel to other close Optum/ Bassett Healthcare offices, local travel will be reimbursed. This position may require travel between the other Bassett facilities located in the Central, NY area including, but not limited to: Cobleskill, Cooperstown, Delhi, Herkimer, Little Falls, Oneonta, and Sidney. It may be necessary, given the business need, to work off shift weekend coverage. This position is full-time (40 hours/week) Monday - Friday, 8:00 am - 4:30 pm, and participate in a rotating after-hours on-call schedule, including evenings, nights, and weekends, based on business needs. Employees are required to have flexibility to work any of our shift schedules during our normal business hours in support of both central registration as well as ED registration in a 24X7 facility. This will be on the job training and the hours during training will be normal business hours, Monday - Friday You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
3+ years of experience working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role
1+ years of experience in a manager, supervisor, or team lead role
Experience with Patient Access technologies, and / or other like systems
Proficiency with Microsoft Excel (create and edit spreadsheets), Microsoft Word (creating, editing, saving, formatting), and Microsoft Outlook (Inbox management)
Ability travel up to 10%25 between the other Bassett facilities located in the Central, NY area including, but not limited to: Cobleskill, Cooperstown, Delhi, Herkimer, Little Falls, Oneonta, and Sidney.
Ability to work on-site at the Cobleskill Regional Hospital 178 Grandview Dr Cobleskill, NY 12043
Must be available to work Monday - Friday, 8:00 AM - 4:30 PM and participate in a rotating after-hours on-call schedule, including evenings, nights, and weekends, based on business needs.

Nice To Haves

2+ years of experience in customer service, preferably in a healthcare environment
Current knowledge of Patient Access processes and systems, regulatory and 3rd party payer issues and requirements
Knowledge of process improvement techniques
Excellent interpersonal skills
Ability to be a self-starter and work independently to move projects successfully forward
Demonstrate ability for strong oral and written communication skills
Must have the ability to handle multiple issues and prioritize appropriately while working swiftly & efficiently without compromising quality or patient service
Solid organizational skills with the ability to prioritize based on business and customer need as well as respond appropriately and effectively in difficult situations

Responsibilities

Provides operational guidance and support to assigned staff including disseminating policy / procedure updates, and communication performance expectations / requirements
Develops staff work schedules and assignments ensuring cost effective staffing providing optimal workflow. Supports coverage of other locations/facilities, as required
Possess a thorough knowledge of all aspects of Patient Access services and skills to successfully fill-in any position at any location/facility as needed, fully meeting performance expectations and standards
Able to work varying hours and / or on-call schedule, as required
In conjunction with PAS leadership, participates in the redesign of Patient Access processes and systems to improve service, data integrity, and staff productivity / quality to achieve departmental goals and process outcomes
Monitors key performance indicator targets including identification of target shortfall root cause, Able to analyze data and display data in meaningful formats, prepares monthly management and periodic reports including key performance indicators as they relate to patient access services (productivity, accuracy, quality, performance, etc.)
Manages and regularly monitors staff performance providing performance / quality report cards, discusses problem areas, and maintains periodic documentation, as needed. Makes recommendations regarding personnel actions and follows-up, as warranted
Communicates target goals and expectations clearly for staff
Holds staff accountable, including conducting remedial / performance improvement conversations as needed
Counsel staff as necessary. Mentor and coach staff to ensure positive results oriented outcomes
Provides and documents employee disciplinary / corrective actions, up to and including verbal warning, referring all actions and activities to the Manager for follow-up
Provides function/process-specific training, including staff orientation / onboarding and continuing education. Cross-trains and supports the roles and tasks of all patient access functions
Displays solid customer service philosophies in all encounters:
Including timely and professional follow-up to customer complaints and issues
Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels as needed
Maintains a working knowledge of applicable Federal, State, and local laws and regulations