Patient Access Supervisor (Full Time - Days) Einstein Montgomery ED

Jefferson Health Plans•559 W. Germantown Pike, PA

11d•Onsite

About The Position

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 and collects data for monthly statistical reports.

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

Monitors the scheduling and registration process assessing and evaluating Seamless Access Representative’s verbal and written communication skills (including good voice quality, good diction and articulation), customer service, accuracy, call-waiting time, dropped calls and response time to increase revenue, reduce costs and improve service quality
First line of patient complaint escalation.
Consistently looking for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.
Assist 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.
Monitor queue and track inbound and outbound calls.
Apprise Seamless Access Representatives of calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback.
Uphold scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations.
Assist in the formulation of targets for representatives.

Benefits

medical (including prescription)
supplemental insurance
dental
vision
life and AD&D insurance
short- and long-term disability
flexible spending accounts
retirement plans
tuition assistance
voluntary benefits
tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.