SUPV PATIENT ACCESS

Covenant Health•Knoxville, TN

2d•Onsite

About The Position

The Patient Access Supervisor coordinates and monitors the verification, scheduling, and pre-registration of all outpatient diagnostic procedures, as defined under the Centralized Scheduling Department’s purview. Provides guidance to staff to ensure that all departmental functions are performed accurately and efficiently. Responsibilities include supervision of Patient Access Specialists, issue resolution, accurate collection and entry of required financial and demographic patient information, scheduling queue management, verification of benefits, scheduling, payment collection, and patient financial counseling. Assists in recruitment and development of competent staff, ensuring productivity and positive morale. This position reports to the Centralized Scheduling Patient Access Manager.

Requirements

Experience in hospital setting or financial area required.
Demonstrates the ability to proficiently monitor the functions of staff within the department, ensuring that staff display professionalism, courtesy, and an understanding of patient concerns, while making sure that delays and errors in the scheduling process are kept to a minimum.
Has extensive knowledge of insurance plan and pre-certification requirements.
Demonstrates ability to keep up with regulatory and insurance requirements, ensuring that changes are incorporated into daily job functions.
Displays competence in the use of all IT Systems related to insurance verification, scheduling, patient registration, and scheduling.
Follows policies, procedures, and safety standards.
Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.

Nice To Haves

Preference may be given to individuals possessing a Bachelor’s degree in a directly-related field from an accredited college or university.

Responsibilities

Monitors the functions of staff within the department, ensuring professionalism, courtesy, and understanding of patient concerns, while minimizing delays and errors in the scheduling process.
Holds staff accountable for performing all assigned duties in a professional manner.
Collects patient payment of financial responsibility over the phone, provides receipt of payment to patient, and documents payment as outlined in the department’s workflow.
Provides financial counseling assistance for self-pay patients, worker’s compensation patients, patients being scheduled for non-covered procedures, or patients who are unable to pay the estimated patient responsibility.
Recommends new policies and procedures and updates to existing ones that are intended to increase efficiency and promote data integrity.
Assists in evaluating and implementing appropriate modifications to existing policies and procedures that support Covenant Health’s values and are intended to increase efficiency and promote data integrity.
Ensures continuing compliance with the Joint Commission, State and Federal regulations, HIPAA, HCFA, and CMS guidelines as they relate to department activity.
Maintains departmental equipment and supplies.
Provides guidance and leadership to the Centralized Scheduling department, including hiring, training, employee counseling, employee evaluation, establishment of work priorities and other daily operational duties.
Coordinates verification, pre-certification, scheduling, and pre-registration of Outpatient Diagnostic service areas as defined under the existing Centralized Scheduling purview.
Manages staff issues, schedule changes, and daily operational questions.
Schedules diagnostic procedures utilizing the eCare (Cerner) scheduling system.
Verifies all orders are completed and signed.
Verifies insurance benefits and verifies pre-certification from third-party payers.
Accurately documents relevant demographic, clinical, and financial information required for scheduling, pre-registration, and insurance verification using eCare (Cerner), TransUnion, and STAR.
Attempts to collect payment of financial responsibility for all patients to improve overall collections and cash flow.
Reports pertinent procedural changes/updates to appropriate leadership.
Professionally interacts with patients, providers, office staff, and hospital department staff members.
Keeps up with regulatory and insurance requirements, ensuring that changes are incorporated into daily job functions.
Ensures the scheduling process is handled in a professional and courteous manner.
Clearly communicates all necessary information to patients, e.g. clinical preps as outlined in the eCare scheduling guidelines, ABNs, financial responsibility, etc.
Recognizes situations that require managerial involvement and seeks out appropriate resources.
Demonstrates motivation necessary to reach productivity goals and assists others in reaching departmental goals.
Displays competence in the use of all IT Systems related to insurance verification, scheduling, patient registration, and scheduling.
Monitors appointment schedules daily for cancellations, reschedules, stats, or other changes; communicates with all departments impacted.
Cross-trains in all duties related to departmental functions.
Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
Monitors reports and staff performance to ensure accuracy of information and patient satisfaction.
Activates manual systems for computer network downtime, printing schedules in advance when necessary.
Notifies leadership of unscheduled downtime occurrences.