Patient Access Supervisor - Hospital Team

Ohio Gastroenterology Group•Columbus, OH

4d•Onsite

About The Position

Assists with the daily operations of the call center to include motivating, recognizing, rewarding, coaching, training and problem solving. This role supervises assigned hospital schedulers and staff, creates work schedules, workflows, and tracks attendance for efficiency in operations, and approves time off requests for assigned employees. The supervisor works with the Patient Access Manager regarding staffing, training, and discipline for assigned department direct reports, conducts regularly scheduled staff meetings, and administers 90-day and annual evaluations. This position also acts as a liaison and resource to all hospital schedulers, operators, and schedulers in all areas of the scheduling department as necessary. They participate and coordinate new hospital scheduling department employee orientations for phone staff, provide daily direction and communication to employees to ensure patient calls are answered efficiently, and adjust queue assignments to accommodate call volume. The role provides coaching, counseling, and call resolution, assists with the development of reward/recognition programs, and provides statistical and performance feedback. Additionally, they provide feedback to the Patient Access Manager on performance management, assist with creating and monitoring training plans, create action plans to improve call quality, and ensure employees have the necessary training and resources. The supervisor tracks and reports on training outcomes and creates a weekly schedule for the team. Depending on business needs, this position may also perform the duties of a hospital scheduler, including answering/screening/triaging calls, resolving inquiries, scheduling appointments, understanding scheduling and insurance protocols, obtaining insurance information, practicing appropriate charting, and utilizing various computer programs. Additional responsibilities include assisting coworkers, maintaining patient confidentiality according to HIPAA, attending office meetings, and performing other requested tasks.

Requirements

High school diploma or equivalent
Knowledge of medical terminology
Ability to communicate with diversified levels of patients, staff members as well as external providers and/or agencies.
Ability to organize work material to ensure accuracy of job performance.
Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping.
Knowledge of modern business communication, including style and format of letters, memoranda, minutes, and reports.
Skills to use a personal computer and various software packages, including internet.
Ability to establish priorities, work independently, and proceed with objectives with little supervision.
Ability to handle and resolve problems.
Ability to maintain confidentiality regarding health and financial information.
Neat appearance, professional demeanor and pleasant phone voice.
Willingness to learn new tasks, be cross trained within the office, and be flexible with workload to help office flow, assisting co-workers as needed.
Flexibility in working hours with willingness to work occasional overtime.
Fluent in English.

Nice To Haves

At least 2 years’ experience working in a medical environment.

Responsibilities

Supervise assigned hospital schedulers and staff.
Create work schedules, workflows, and track attendance for efficiency in operations.
Approve time off requests for assigned employees.
Work with Patient Access Manager regarding staffing, training, and discipline for assigned department direct reports.
Conduct regularly scheduled staff meetings.
Administer 90 day and annual evaluations for department direct reports.
Act as a liaison and resource to all hospital schedulers, operators, and schedulers in all areas of the scheduling department as necessary.
Participate and coordinate new hospital scheduling department employee orientations for phone staff.
Provide daily direction and communication to hospital scheduling department employees to ensure patient calls are answered in a timely, efficient and knowledgeable manner.
Adjust queue assignments to accommodate call volume.
Provide coaching, counseling, and call resolution.
Assist with development of reward/ recognition programs to help motivate and maintain a positive working relationship within the hospital scheduling department.
Provide statistical and performance feedback and coaching on a regular basis for each hospital scheduling department employee.
Provide feedback to the Patient Access Manager relating to performance management of hospital scheduling department employees (i.e., attendance issues, quality issues and or productivity issues).
Assist with creating and monitoring training plans for employees within the hospital scheduling department.
Create action plans designed to improve the quality of calls.
Ensure hospital scheduling department employees have appropriate training and other resources to perform their jobs.
Track and report on training outcomes.
Create weekly schedule for the team.
Answer/screen/triage incoming phone calls in a timely and courteous manner.
Resolve callers’ inquiries.
Schedule appointments and cancellations by phone or email.
Understand scheduling protocols: hospital, office, center, doctors/other providers at each location.
Understand all appointment and procedure types and the preps associated with each type.
Understand insurance protocols for scheduling and pre-certification.
Daily reviews and has working knowledge of physician and hospital schedules.
Obtain patient insurance information and enter into computer.
Practice appropriate charting methods, including taking appropriate messages.
Utilize computer programs daily (MDTech, gGastro, Dial Pad and IQueue).
Troubleshoot and assist with technical issues.
Assist co-workers with additional work outside of scheduler duties.
Maintain confidentiality of patient’s personal and financial information by utilizing HIPAA guidelines and regulations.
Attend all office meetings or in-service as required.
Perform any other tasks as requested by the physician, Patient Access Manager, Director of Human Resources, and the Director of Patient Access and Ancillary Services.