PATIENT ACCESS SUPERVISOR (40 HRS/WEEK, 8:30AM-5PM)

Riverside Healthcare•Kankakee, IL

1d•Onsite

About The Position

The Supervisor, Patient Access provides daily oversight to registration and/or scheduling teams while offering leadership that supports a positive patient and customer experience. In partnership with the Patient Access Manager and Director, the supervisor conducts regular staff meetings to ensure clear communication and to address employee concerns. The role includes meeting payment targets, monitoring Revenue Cycle metrics, and optimizing workflows. The supervisor also maximizes budgeted payroll hours through effective staff scheduling. In collaboration with the Patient Access Manager and Director, this role is responsible for employee relations, including training, performance management, disciplinary actions, and personnel development.

Requirements

Possesses the ability to supervise others and resolve problems.
Excellent communication skills required.
Ability to work in an automated environment.
Computer experience required.
Knowledge of medical terminology.
Understanding of the hospital revenue cycle.

Nice To Haves

Previous ICD-10 and CPT coding preferred.
Associate’s degree or minimum of 2 years physician office management experience preferred.

Responsibilities

Conduct consistent staff meetings to foster communication, provide organizational updates, share information, teach, and continually challenge and develop staff.
Act as a role model for staff in handling patient and department relations and communicate appropriate issues to Patient Access Manager or Director.
Provide daily supervision to triage staff.
Provide leadership and direction for improving patient/customer satisfaction.
Effectively prioritize and execute tasks when under pressure.
Perform additional tasks as assigned to achieve organizational goals.
Enter time in Timekeeping System.
Ensure 'payment at time of service' metrics are met.
Ensure timely and accurate patient registrations and scheduling.
Responsible for all cash management activities and end-of-day reconciliations.
Ensure the office is prepared each day for patients, including clerical preparation and cleanliness.
Implement patient satisfaction tactics to promote and maintain the best patient experience.
Manage front desk activities ensuring patients complete demographic, billing and insurance registration is obtained and updated.
Monitor and resolve patient complaints.
Ensure patient customer service expectations are met.
Maintain appropriate health information standards.
Responsible for employee relations including disciplinary actions and hiring in collaboration with their Manager, Director and Human Resources.
Periodically review performance of each staff member and determine training and development programs for support staff and develop 'on the job' or 'in-service' programs if needed.
Evaluate job 'work loads' to ensure equitable distribution and determine if/when reductions or additions in personnel are necessary.
Commit to hiring and retaining the best quality talent.
Complete yearly performance evaluations for staff in collaboration with Patient Access Manager.
Monitor staff compliance with mandatory education and training.
Maintain DNV and ISO 9001 compliance.
Maximize budgeted payroll hours by effectively scheduling staff, monitor and track staff productivity through flex staffing tools.
Keep WHPUOS and W$PUOS at or under budgeted projections.
Recommend changes in staffing, including daily fluctuations, staff coverage needs, additional staff requests, and IVO.
Optimize department workflow; continuously analyze patient 'through-put', identify bottlenecks, recommend solutions and implement process improvement strategies.
Maintain current knowledge of third-party payors, pre-certify patients and verify benefits when necessary.
Investigate and resolve billing matters.
Assist with providing adequate space for supplies and equipment in appropriate areas.
Ensure staff adhere to safety standards, and HIPAA Guidelines.

Benefits

Comprehensive suite of Total Rewards
Nationally rated employee well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs (.5 to 1.0 FTE)
Medical, dental, vision, life, and Short- and Long-Term Disability
Health Savings and Flexible Spending Accounts for eligible health care and dependent care expenses
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Paid Leave Hours accrued as you work (.001 to .49 FTE)