Patient Access Supervisor - Outpatient, Abington

Jefferson Health Plans • Dixon Hall (formerly Pennwood), PA

29d • Onsite

About The Position

Provides day-to-day management support for outpatient patient access. This role involves assigning, directing, organizing, and reviewing work assignments of staff, and supervising the daily activities of staff to coordinate patient flow functions. The position prioritizes responsibilities to complete daily work requirements, resolves departmental and patient problems as needed, and collects data for monthly statistical reports. The Supervisor may be required to modify work hours and/or work outside of the regular schedule to ensure adequate departmental coverage and to meet operational needs.

Requirements

• 3 years of related experience
• Bilingual skills; must be able to pass a language proficiency assessment within 30 days of hire.
• Complete knowledge and understanding of the scheduling and registration of physician practices and service lines across the Jefferson Health System in accordance with established clinical and insurance requirements to improve access and care coordination.
• Knowledge and understanding of the Health Insurance Portability and Accountability Act.
• Knowledge of principles and practices associated with the rights and responsibilities of patients and caregivers.
• Knowledge of processes and procedures for documenting patient information from in-take to archiving.
• Knowledge of medical records systems applications.
• Knowledge of and ability to use office electronic calendaring software and capabilities.
• Knowledge of and ability to use personal computers or workstations.
• Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department, ability to properly support customer inquiries and bring problems to a timely resolution.
• Knowledge of and ability to utilize software, technologies and applications to interact with customers via a telephone, web or other electronic means.
• Knowledge of and experience with implementing new or revised organizational structures, business processes and operational infrastructure required for enabling effective call center operation.
• Knowledge of the marketplace and new developments in customer support, ability to predict trends related to the Customer Call Center or Support function.

Nice To Haves

• Associate’s Degree
• 2 years supervisor experience in a contact center
• Previous experience in or familiarity with Jefferson Health
• Knowledge of terminology used by insurance and managed care health plans
• Medical terminology knowledge
• Knowledge of functions and relationships within a hospital environment

Responsibilities

• Provides day-to-day management support.
• Assigns, directs, organizes, and reviews work assignments of and supervises the daily activities of staff, coordinating patient flow functions.
• Prioritizes responsibilities to complete daily work requirements.
• Resolves departmental and patient problems as needed.
• Collects data for monthly statistical reports.
• Monitors the scheduling and registration process assessing and evaluating Seamless Access Representative’s verbal and written communication skills, customer service, accuracy, call-waiting time, dropped calls and response time to increase revenue, reduce costs and improve service quality.
• Serves as the first line of patient complaint escalation.
• Consistently looks for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.
• Assists in hiring and training employees, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physician and payers.
• Monitors queue and tracks inbound and outbound calls.
• Apprises Seamless Access Representatives of calls waiting, abandonment rate, etc.
• Motivates and encourages agents through positive communication and feedback.
• Upholds scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations.
• Assists in the formulation of targets for representatives.

Benefits

• Comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• Tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• Access to medical (including prescription) insurance for all colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree