Supervisor Access Services - Hospital

Baylor Scott & White Health • Buda, TX

95d

About The Position

The Supervisor of Access Services is responsible for ensuring the efficient operations and customer service quality for the Access Services unit within the department. This position serves as a resource to access and non-access staff with regard to revenue cycle operations.

Requirements

• Requires knowledge of general insurance terminology to include, but not limited to, governmental and commercial payers.
• Requires basic knowledge of medical and coding terminology.
• Proficient typing and keyboarding skills.
• Basic computer skills and Microsoft Office.
• Demonstrated ability to work independently.
• Strong written and verbal communication skills.
• Proven ability to problem-solve, perform critical thinking.
• Requires excellent listening, interpersonal and communication skills.
• Ability to maintain a professional demeanor in a highly stressful and emotional environment.
• Must be able to exhibit a high level of empathy with the ability to effectively communicate with patients and family members during traumatic events.
• Ability to maintain patient confidentiality in accordance with HIPPA guidelines.

Responsibilities

• Supervises the daily activities of an assigned Access Services unit.
• Prepares and directs schedules to ensure appropriate staffing according to patient volume 24-7.
• Monitors attendance of team members, and schedules breaks and shifts, as necessary.
• Responsible and accountable for overseeing daily operations and work-flows as well as customer and department satisfaction.
• Ensures timely follow up and escalation recovery is performed.
• Monitors all outbound and inbound activities of the team according to performance standard goals.
• Improves quality results by evaluating processes and recommending changes.
• Coordinates and enforces system policies, procedures and productivity standards.
• Performs routine call quality reviews on recorded or live calls according to established procedures.
• Performs account research to assist with system level initiatives or requests.
• Immediately reports any performance, productivity and behavioral related issues regarding staff to management for review.
• Monitors financial performance of the department by ensuring financial conversations and attempts to collect are made.
• Assists Access Services Director and Manager with flexing staff to volumes.
• Motivates and mentors team members to maintain a positive and productive work environment.
• Creates and implements goals, action plans, and incentives to drive desired production results.
• Performs call monitoring, coaching, training, and feedback and disciplining.
• Serves as a role model for staff in maintaining effective communication with internal and external customers.
• Acts as an information source to ensure resolution of customer inquiries and complaints.
• Handles escalations on an as needed basis.
• Administers and handles escalation requests for system and Revenue Cycle policies.
• Participates in the hiring process, and administers performance management, recognition and disciplinary actions.

Benefits

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: Associate degree