Supervisor Patient Access--CHIMemorial Chattanooga

CommonSpirit Health•Chattanooga, TN

About The Position

The Patient Access Supervisor leads the daily operations of the Registration department, monitoring, coordinating, and evaluating staff activities to provide efficient service and high patient satisfaction. The position provides direction and coordinates prior authorization and scheduling processes for staff and patients, administers daily tasks, and delivers customer service in a patient-centric environment. The supervisor researches and resolves customer inquiries, complaints, and requests; monitors the annual budget, including overtime; and keeps higher-level management informed of issues that could affect the budget. The role develops and implements guidelines, procedures, processes, and training materials; supports regulatory compliance; and communicates relevant training and process changes to staff. The position schedules, supervises, audits, and evaluates staff performing financial counseling, insurance verification, referrals, training, and administrative support. It helps identify appropriate staffing levels, ensures staff are qualified and trained, participates in hiring and personnel decisions, orients employees, holds staff meetings, approves timecards, communicates performance standards, and evaluates performance. The supervisor also mentors staff, participates in performance management, addresses technical issues escalated by subordinates, and identifies and implements approved operational and performance-improvement changes.

Requirements

High school diploma or GED.
Knowledge of regulations related to Admissions and Financial requirements.
Strong scheduling and registration background using an EMR system such as Meditech and/or Epic, both by telephone and in person.
Initiative, judgment, problem-solving, decision-making, and team-development skills.

Nice To Haves

Associate’s degree.
Two years of hospital patient access or business analyst experience.
Two years of operational or leadership experience.

Responsibilities

Research inquiries, complaints, and requests from internal and external customers; resolve issues within the scope of the position and communicate resolutions to interested parties.
Monitor the annual budget to control overtime and inform higher-level management of issues with potential budgetary impact.
Participate in developing and implement guidelines, procedures, processes, and training materials that support the assigned function and regulatory compliance.
Ensure employees understand and appropriately apply internal guidelines; prepare communications about training, process changes, and assessments.
Schedule, supervise, audit, and evaluate staff engaged in financial counseling, insurance verification, referrals, training, and administrative support.
Help identify staffing levels needed to meet coverage, budgetary, and operational objectives; ensure staff are qualified and properly trained.
Interview job candidates and participate in employment and other personnel decisions in accordance with established guidelines.
Orient employees, hold regular staff meetings, approve timecards, communicate performance standards, and evaluate employee performance.
Counsel and mentor staff, provide constructive feedback, recognize achievements, participate in performance management, and resolve technical issues escalated by subordinates.
Assess current operations and services, recommend performance and process improvements to stakeholders, implement approved changes, and ensure staff receive related on-the-job training.
Provide direction and coordinate prior authorization and scheduling processes for staff and patients.
Administer daily department tasks and support exceptional customer service and patient satisfaction.