Supv Patient Access / PAS HOCC

Hartford Healthcare•New Britain, CT

13h

About The Position

Under the direction of the Patient Access Manager, the Patient Access Supervisor oversees department activities to ensure prompt patient access and registration. The supervisor models effective and efficient department operations by scheduling and assigning work, resolving processing problems, monitoring progress through data collection, and carrying an assigned workload or filling in when necessary. The role continually seeks to improve quality and productivity by identifying opportunities and recommending and implementing changes. The position manages shift-to-shift operations in the emergency department and Patient Access, including staffing coverage, workflow, registration priorities, and adherence to standard processes. It also supports employee relations and performance, communicates department and organizational information, monitors registration quality and EPIC work queues, prepares cash deposits, manages office supplies, and conducts daily LEAN huddles. The supervisor is expected to maintain professionalism, support a positive patient experience, and cross-train and assist team members across Access Services.

Requirements

High school diploma or GED required.
Four years of experience in the health care field required; experience in Patient Access is preferable.
Supervisory experience and the ability to lead, supervise, coordinate, and hold multiple staff accountable.
Ability to work in a high-pressure and constantly changing environment and exercise critical thinking.
Ability to problem-solve and lead team processes.
Strong written and verbal communication skills.
Organizational skills, including the ability to prioritize, multitask, and delegate.
Experience with self-directed activities and work teams.
Proficiency in Microsoft Office and data entry.
Thorough understanding of the Revenue Cycle and Patient Access's role and responsibilities within it.
Appropriate certification may be required.

Nice To Haves

Associate’s degree in a related health field strongly preferred.
Experience in Patient Access preferred.

Responsibilities

Maintain departmental schedules, process time-off requests, update scheduling software, ensure adequate coverage, and approve timecards by the deadline.
Apply Human Resources policies consistently; conduct six-month and annual performance appraisals; implement disciplinary procedures when needed; assist with recruitment and selection; and complete employee termination and exit-interview processes.
Oversee shift-to-shift emergency department and Patient Access operations, including workflow, priorities, staff direction, weekly ED Zone assignments, staffing adjustments, call-out coverage, and adherence to registration procedures.
Communicate departmental and organizational information to staff, attend meetings, support staff understanding of programs and training, resolve communication conflicts, and use hospital communication resources to share departmental information.
Communicate courteously and professionally with patients, families, visitors, staff, physicians, and insurance companies by phone and in person.
Order office supplies from WB Mason and maintain appropriate supply levels.
Prepare daily cash deposits, follow cash reconciliation processes, complete deposit documentation, and scan treasury forms into ONBase.
Monitor registration quality by conducting monthly audits, reviewing registration accuracy, running EPIC registration timing reports, recording results, and coaching staff as needed.
Monitor daily EPIC work queue assignments and completion, complete assigned Denial and Claim Edit work queues, and correct CHIME error reports by submission deadlines.
Conduct daily LEAN huddles, maintain the huddle board, encourage team participation, and educate staff on LEAN concepts and tools.
Maintain professionalism, attend required meetings, support a positive hospital experience for patients, handle difficult situations calmly, protect privacy, respond to schedule changes, and perform needed duties.
Become cross-trained across Access Services, assist with training and cross-training team members, and support coworkers in their duties.