SUPV - ADMISSIONS/PT ACCESS

UHS•Washington, DC

About The Position

The Patient Access Supervisor manages the day-to-day operations of the Front Desk team, ensuring patients receive timely and efficient service and that established policies, procedures, and Patient Access technologies are used consistently. The role advocates for patients and coordinates with the patient access team, hospital departments, physician offices, and clinical teams to facilitate registrations and admissions, verify insurance benefits, and obtain authorizations. It may also oversee screening for Medicaid, Affordable Care Act, and hospital-sponsored financial assistance programs. The supervisor trains, coordinates, and supervises front desk personnel; assigns and directs work; appraises performance; and addresses complaints and problems. The role prepares team schedules, monitors operational and quality metrics, develops staff, and supports efficient workflows and business processes. As a subject-matter expert, the supervisor assists with escalated customer and client issues and serves as a point of contact for client operational activities. The position supports leadership in analyzing Patient Access performance to improve client satisfaction and revenue cycle results.

Requirements

High school diploma or equivalent.
At least 5 years of experience in front desk operations.
At least 2 years of supervisory experience.
Fluency in medical terminology.
Experience with patient check-in and check-out processes.
Knowledge of federal or state government programs such as Medicare, Medicaid, VA, or Charity Care, or of patient management and healthcare accounts receivable within the healthcare revenue cycle.
Proficient knowledge of commercial and government insurance plans, workers’ compensation, insurance verification and authorization procedures, payer networks, government resources, and medical terminology.
People leadership skills and ability to build high-performing teams and meet departmental and individual performance objectives.
Demonstrated ability to handle escalated issues, educate and mentor team members, and serve as a subject-matter expert.
Excellent written and verbal communication skills.
Expert knowledge of patient access services and their effect on the revenue cycle.
Demonstrated ability to communicate effectively with customers and simplify complex information.
Experience prioritizing multiple critical priorities while maintaining quality and meeting performance metrics.
Proficiency with Microsoft Office products and database applications.

Responsibilities

Manage day-to-day Front Desk team operations and ensure consistent application of policies and procedures.
Maintain proficiency in Patient Access technologies and support patient registrations, admissions, insurance verification, and authorizations.
Provide oversight of financial resource screening for Medicaid, Affordable Care Act, and hospital-sponsored financial programs when appropriate.
Train, coordinate, supervise, coach, counsel, and mentor front desk personnel; assign and direct work and appraise performance.
Prepare and communicate team work schedules.
Track and communicate key metrics, including point-of-service cash collections, registration productivity, insurance verification, authorizations, quality assurance, and staff productivity.
Attend, prepare materials for, and facilitate monthly staff meetings, new-hire training, team-building activities, in-services, and continuing education sessions.
Implement processes and tools to meet established performance metrics and identify team training needs.
Resolve internal and external client inquiries concerning patient financial services.
Assist with escalated customer and client issues and coach or train team members as needed.
Report trends in patient wait times, registrations, financial clearance, point-of-service collections, and procedural issues; recommend improvements to leadership or clients as appropriate.
Serve as a point of contact for client operational activities, including implementation updates, reporting, escalations, and client meetings.
Support leadership in analyzing Patient Access performance to improve client satisfaction and revenue cycle results.
Collaborate with clinical teams in ancillary departments and act as a liaison among patients, access teams, hospital departments, and physician offices.