Patient Access Supervisor, Emergency Department

Boston Medical Center•Boston, MA

27d•Onsite

About The Position

This position is responsible for supervising personnel in the Patient Access Services department that cover the Emergency Department. This includes planning work schedules, prioritizing workflow, maintaining time and attendance records, enforcing hospital and departmental policies and procedures and establishing controls to ensure that each employee is thorough and effective in job performance. The supervisor is also responsible for overseeing the collection of co-pays and co-insurance in the Emergency Department. With the assistance of the ED Patient Access Team Leads, this position is responsible for hiring and onboarding of all new hires and re-education of existing employees. The supervisors will ensure quality metrics are met and utilize established tools to audit encounters for errors. The supervisor will ensure adequate staffing is obtained for each shift to meet departmental needs and coordinates coverage with other Patient Access Supervisors. The supervisor will ensure that all team members meet the departmental standard quality assurance goals and work with the Quality Assurance Analyst to complete QA audits on each team member routinely.

Requirements

The person holding this position should have a minimum of an associate degree in Business, Health Care Administration or Public Relations or;
A Bachelor's Degree in Business, Health Care Administration, or Public Relations is the preferred level of education for the person holding this position or;
Five (5) to eight (8) years of experience in a lead/supervisory/management role may substitute for education.
5+ years hospital patient access experience
Sound judgment and critical thinking
Strong analytical, verbal, and written communication skills, as well as interpersonal and presentation skills are essential.
Strong PC experience and Microsoft Office: experience required including Access, Excel and PowerPoint, Word skills required.
Ability to prioritize and handle multiple tasks
Strong organization and follow-through skills
Accuracy and attention to detail
Strong customer service and interpersonal skills
Strong communication skills
Must be flexible and able to function within a team
Ability to maintain composure in stressful circumstances

Responsibilities

Makes a positive impression on customers by behaving in ways that are warm, welcoming, professional, and helpful. Displays mutual respect for patients, physicians, team members, visitors, and family/significant others. Demonstrates action of BMC standards via keeping interior and exterior surroundings clean and orderly; dressing professionally and displaying team member identification badge at collar level; presenting BMC in a positive light to others; and providing constructive criticism to improve BMC. Behaves in a trustful manner by communicating openly and honestly; following through with assignments; behaving in a fair and consistent manner; and supporting teamwork at all levels of the organization. Seeks opportunities to incorporate enjoyment in the workplace by celebrating accomplishments of the organization, self, and others; and helping to remove barriers to enjoyment in the workplace. Strives to exceed patient satisfaction expectations and quality and financial benchmarks.
Supervises all aspects of Patient Access Service area; ensures timely, complete, and accurate registrations, timely pre-certification, and insurance verification. Reviews registrations daily to ensure 95% accuracy. Performs guest relations duties to all customers during a waiting time; coordinates and prioritizes workflow.
Performs A.I.D.E.T. surveys for registrar performance and patient satisfaction on a routine basis.
Responsible for ensuring co-pay and co-insurance amounts are collected from patients at the point of registration (Emergency collections at discharge).
Maintains sufficient staffing and coverage to meet departmental needs. Prepares work schedules for employees; coordinates coverage with other Registration Supervisors; posts work schedule at least five days prior to beginning of the work period. Completes registrations and escorts patients as required.
Coaches and counsels to develop skills and behaviors for improved performance and personnel development. Ensures all hospital and departmental policies and procedures are followed. Provides timely feedback to employees regarding work performance. Administers corrective action with employees according to established hospital policies.
Participates in performance improvement activities; conducts time and flow studies to create effective work performance; works with Manager and ancillary customers to ensure process improvement and cost reduction. Ensures all needed supplies are ordered and maintained in the department.
Provides orientation and training for new personnel. Demonstrates, explains, and documents new techniques and procedures. Assists in preparation of training manuals, ensures all employees attend in-services and departmental meetings. Displays technical knowledge of clinical and financial computerized systems. Cross-trained to all registration areas. Works with Manager to resolve system issues; ensures proper use of hardware by staff.
Reviews identified problems to determine appropriate resolution. If resolutions require system or workflow updates, coordinates with leadership to implement updates.
Completes annual evaluations on employees in a timely manner. Monitors or exceeds other goals for position as jointly defined with Manager and Director of Patient Access Services; completes and supports all educational programs as directed by leadership.