Patient Services Supervisor

HealthPoint Careers • Kent, WA

2d • Onsite

About The Position

The Patient Services Supervisor is responsible for managing day-to-day front office operations by providing support and performance management to their teams to deliver exceptional patient experiences and achieve department and organizational goals while creating an environment that retains and develops employees. Compensation is dependent on skills and experience.

Requirements

• High school diploma or equivalent required
• Nine-months to two years related experience; or equivalent combination of education and experience.
• The ability to communicate with a diverse patient population is an essential skill.
• Ability to read and interpret technical and other complex documents.
• Ability to write routine correspondence such as letters and memos.
• Ability to present information in one-on-one and small group situations to internal and/or external clients.
• Ability to define problems, establish facts and draw valid conclusions.
• Ability to interpret and analyze an extensive variety of situations.
• Demonstrate the ability for constructive thinking and offer alternatives to short and long-term solutions.
• Ability to present information in one-on-one and small group situations.
• Demonstrated intermediate operating knowledge of computers.
• Proof of vaccination for COVID-19 is required, prior to start. HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccination. If you have received the Johnson & Johnson vaccine, we ask that you provide documentation demonstrating proof of an alternate COVID vaccine or vaccine series.
• All new employees are also required to show proof of immunizations and/or immunity to MMR (measles, mumps, rubella), Varicella, annual Influenza and TB QuantiFERON Gold Titer .
• Additionally, if you work in a HealthPoint clinic, Tdap (within last 10 years) is required.
• Hepatitis B. is required for clinical employees with potential exposure to blood/blood products.
• All immunizations are a condition of employment.
• Upon hire, employees must provide proof of their immunizations and/or immune titer results prior to starting or no later than their fifth (5) business day of employment.

Nice To Haves

• Associate’s degree preferred
• Supervisory experience in medical setting preferred
• Demonstrated beginning to intermediate level of Word, Excel, and Outlook, and electronic health records (EHR) experience preferred

Responsibilities

• Responsible for oversight of front office staff including hiring and onboarding, performance management, talent development, employee engagement and retention, and staff learning
• Responsible for building and maintaining an equitable and engaging work environment for employees by providing consistent coaching, counseling, recognition, and development opportunities for staff.
• Establishes priorities and guidelines for maintaining and improving standard work of daily operations and keeps leadership informed of potential opportunities by recommending and/or implementing solutions.
• Facilitates communication with staff about policy/procedure/process changes by developing and distributing necessary material to ensure effective change management and adherence to change.
• Accountable for overseeing quality management of day-to-day operations of the department by performing daily, weekly, and monthly reporting of key performance indicators (KPI) and audits of core processes to ensure adherence and provide regular feedback to staff.
• Manage daily Patient Services assignments to ensure efficient front office operations and completion of required duties.
• Ensure staff are reviewing and working assigned patient, charge review, and claim edit work queues.
• Daily, review Front Office Supervisor dashboard and confirm key performance indicators are within normal range. Follow up on any KPIs that are not within the normal range.
• At time of check-out, ensure front office staff are scheduling future appointments for follow up care to adhere to quality-of-care measurement standards provided by HealthPoint.
• Ensure the patient well check report is worked by front office staff, daily, to maintain overall health and wellbeing of the patient.
• Demonstrate ability to perform all responsibilities of the Patient Services team at established performance levels.
• Monitors the schedule regularly to ensure accuracy. Identify and correct inaccuracies or mistakes to schedule and ensure unique events and provider administrative times are accurately reflected on the clinic schedule.
• Acts as a point of contact between the contact center and clinics providing the contact center team with the clinic requirement needs on a day-to-day basis.
• Maintain effective communication with clinical staff and providers to ensure efficient patient flow, with the Health Insurance Services Navigator (HISN) to ensure all patients have been enrolled in an insurance plan or have met with the HISN to determine eligibility, and with the assigned medical clinic biller assigned to the clinic to ensure accurate information is being shared. and both are included in your team meetings.
• Ensure established procedures for opening and closing the clinic each day including payment collection, reconciliation, batch posting, and bank deposits are completed daily and in accordance with HealthPoint policy.
• Ensure Patient Services team members are provided group and individualized instruction to assure proficiency in Epic.
• Guide and promote the use of MyChart to patients and families.
• Provide guidance to patients with documentation and education concerning financial assistance programs including Sliding Fee Program.
• Educate patients and families on the HealthPoint services and assist with navigation of these services.
• Monitor and ensure adequate stocking of administrative supplies.
• Maintain good attendance, is punctual, and work a full scheduled shift as a condition of employment.
• Demonstrate respectful, professional, appropriate behavior and leadership that supports a team-oriented work environment.
• Demonstrate a commitment to the mission, core values, and goals of HealthPoint and its healthcare delivery including the ability to integrate values of integrity, wisdom, creativity, cooperation, responsibility, and respect into appropriate programs, and services.
• Attend and participate in staff and supervisor meetings, organizational committees, and task force activities as required.
• Support Clinic initiatives and process improvement work to meet HealthPoint Strategic Aims and Quality Measures.
• Conduct department operations using HealthPoint’s LEAN Management System methodologies to identify waste, determine system improvements, and implement changes through a structured process.
• This position has supervisory responsibilities.
• Other duties as assigned by supervisor.

Benefits

• Medical, Dental, and Vision for employees and their families/dependents
• HSA, FSA plans
• Life Insurance, AD&D and Disability Coverage
• Employee Assistance Program
• Wellness Program
• PTO Plan for full-time benefited employees. During 0 - .99 years of service, PTO accrual is 5.23 hours per pay period.
• Extended Illness Time Away of 40 hours
• 8 holidays and 3 floating holidays
• Compassion Time Away up to 40 hours
• Opportunity Time Off (extended time off for staff to invest in themselves) up to 8 weeks
• Retirement Plan with Employer Match
• Voluntary plans at a discount, such as life insurance, critical illness and accident insurance, identity theft insurance, and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED