Pre-Visit Supervisor - Patient Access Scheduling

Augusta Health Careers•Fishersville, VA

11d•Onsite

About The Position

This position plays a critical role in supporting Augusta Health’s mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative, patient-centered environment and helps drive outcomes aligned with organizational priorities. Patient Access Pre-Visit Supervisor is responsible for operations and supervising staff performing patient scheduling, pre-registration, patient payment estimates and other upfront revenue cycle job duties in the system’s Centralized Call Center. The Pre-Visit Supervisor ensures accuracy of appointment scheduling in both the hospital and physician group Health Information Systems, in addition to, data collection and entry into those systems in keeping with all regulatory guidelines and requirements. Supervisory responsibilities include assigning and directing work, staff scheduling and timekeeping, interviewing, recommending for hiring, training, performance appraisals, rewarding / recognizing team and individual success. The supervisor also provides guidance and mentoring of new and/or existing staff with daily work effort and proper handling of appointments and accounts. Responsibilities also include participating in corrective action and / or performance improvement planning along with manager guidance. The supervisor is responsible for addressing complaints and resolving problems. The supervisor also provides relief and support to the call center team members to ensure optimal coverage of incoming and outgoing calls to schedule patient appointments. The individual in this role communicates effectively with clinical/technical departments to ensure timely throughput of patients.

Requirements

High School Diploma or GED equivalent
CHAA (Certified Healthcare Access Associate)
Five years healthcare related experience including knowledge of health insurance and applicable laws and regulatory guidelines
Healthcare related patient appointment scheduling
Two years in leadership role such as Team Lead or similar
Eligibility to work in the United States and meet Virginia state employment requirements
Must exhibit professional image, behaviors and require the same of others
Healthcare information (computer) systems experience required
Excellent written and verbal communication
Proficient skills using computer systems, software programs (Microsoft Office), Outlook, multi-line phone system and other office equipment
Working knowledge of healthcare terminology
Ability to manage very busy, fast-paced environment
Ability to manage staff schedules to patient / call volume demands
Ability to problem solve and manage patient complaints to a satisfactory outcome
Must be able to define problems, collect data, establish facts, and draw valid conclusions.
Medical Terminology
CPT/ICD-10 knowledge
Excellent interpersonal and organizational skills
Demonstrates leadership abilities
Innovative thinking
Is an agent for change and has a positive, patient centric attitude
Ability to receive and express detailed information through oral and written communications
Self-starter with ability to influence others to grow and improve

Nice To Haves

Associate's Degree in Business, Finance, Health Information Management, or related field
CHAM (Certified Healthcare Access Manager) from the National Association of Healthcare Access Management (NAHAM)
Certification from Healthcare Financial Management Association (HFMA)
One year as Supervisor in Patient Access
Prior experience in a hospital, healthcare system, or related service-oriented environment
Familiarity with Augusta Health’s systems, workflows, or organizational culture is a plus

Responsibilities

Support the organization's mission, vision, values and promise and foster a patient centric, professional environment that encourages patient loyalty.
Responsible for the supervision and coordination of personnel and operations of Pre-Visit Services department.
Acts as first level of support for problem solving with operations and system questions.
Maintain appropriate staff schedules and optimize FTEs to meet demands incoming and outgoing call volumes.
Ensure staff timekeeping in accordance with payroll processing requirements.
Provides training and direction in the use of scheduling, pre-registration and insurance verification systems to Pre-Visit Specialist team members.
Works with hospital departments and the Patient Access Training and Quality Assurance Team to establish scheduling, pre-registration, insurance verification and patient check-in policies and procedures.
Conducts formal training as needed for Pre-Visit Specialists in accordance with departmental and Augusta Health policies and procedures.
Works with the department Training and Quality Assurance Team to ensure that all core competencies are met by all Pre-Visit Specialist team members.
Schedules staff for all required, necessary training, education, competency assessments and developmental courses and ensures attendance while maintaining adequate staffing for call center operations.
Ensures quality and accuracy of scheduling and pre-registration data entry to support department KPIs (Key Performance Indicators) and to support patient safety and enable complete, accurate and timely billing.
Ensures compliance with all requirements in respect to applicable accreditation agency, CMS, state and federal laws and regulations and payer requirements.
Stays abreast of changes in the and shares information with team members.
Collaborates with customer departments to ensure consistent and ongoing communication of issues, concerns, changes, process improvements in support of an exceptional patient experience.
Monitors processes on a continual basis to ensure operational precision in areas of responsibility.
Prioritizes work assignments, issues, concerns to ensure any immediate patient or personnel related issues, concerns, complaints are handled timely and professionally.
Creates, fosters, and maintains a professional work environment and is capable of exercising sound judgement when dealing with discipline matters.
Recommends disciplinary action when appropriate.
Enforces departmental and organizational policies and procedures.
Evaluates staff performance on an annual basis in collaboration with manager.
Maintains excellent team working relationship with department leadership and front-line team.
Supports team decisions and seeks win-win solutions.
Demonstrates ability to function independently, prioritize assignments from manager and or director.
Flexible in dealing with a variety of patient/family, internal and external customers, and personalities and able to reach resolution and know when to raise to next level of management for support.
Able to identify and report quality or risk issues to manager or director in a timely fashion.
Completes all job-related competencies timely and seeks professional growth and development opportunities to support upward trajectory of self, department and organization.

Benefits

Comprehensive insurance package including medical, dental, and vision coverage
Retirement savings plans and financial wellness support programs
Earned Wage Access Program, allowing eligible team members to access a portion of earned wages before payday
Generous paid time off and flexible scheduling to promote work-life balance
Career development programs including clinical ladders, shared governance, and advancement opportunities
Personalized onboarding with dedicated preceptors and ongoing educational support
Tuition reimbursement
Access to onsite childcare
Free onsite parking
24/7-armed security for your safety
Health Fitness Reimbursement Program
Onsite credit union and pharmacy
Competitive pay with shift/weekend differentials
Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets)