Supervisor, Access Services - Ortho and HSC

University of Arkansas System•North Little Rock, AR

About The Position

The Access Supervisor manages day-to-day outpatient Patient Access operations at The Orthopedic North Little Rock and HSC locations Rodney Parham. The role is responsible for helping the team meet or exceed department standards established by the Access Manager and CABC Director, ensuring compliance with applicable CABC, Patient Access, Integrated Clinical Enterprise, and UAMS policies, and advocating for improved patient access performance. The supervisor promotes high-quality customer service and a work atmosphere that motivates employees to perform efficiently. This position reports directly to the Access Manager.

Requirements

Bachelor’s degree in Business or a related field and three years of registration and/or billing experience; or a high school diploma/GED and seven years of registration and/or billing experience, including three years in a healthcare environment.
Excellent organizational and interpersonal skills to interact successfully with individuals from diverse backgrounds.
Well-developed decision-making skills.
Highly motivated and self-directed, with the ability to establish plans of action.

Nice To Haves

Advanced knowledge of the Epic system and third-party payer requirements.

Responsibilities

Monitor staff activities and productivity daily, taking appropriate action to ensure performance standards are consistently met.
Ensure the team meets expectations for work queue productivity, quality, and customer service.
Ensure staff are educated and conduct themselves appropriately in carrying out their duties.
Pursue continuing education regarding regulatory changes and industry standards.
Provide staff with timely information based on workload, document personnel issues, and promote a balanced and conducive work environment.
Assist with and contribute to employee evaluations.
Supervise the day-to-day operations of assigned Access Coordinators and Patient Representatives.
Know and apply clinic policies and procedures.
Schedule, reschedule, coordinate, and cancel appointments using hospital systems.
Collect co-pays, deductibles, and other patient-account payments, and perform other cash-handling responsibilities.
Promote teamwork and model the core concepts of Patient Family-Centered Care (PFCC).
Conduct or assist with crucial conversations when staff disagreements occur and use progressive discipline when necessary.
Ensure compliance with department, CABC, ICE, and UAMS policies.
Understand individual responsibilities and ensure staff preparedness in accordance with Joint Commission standards and facility safety and emergency-preparedness standards.
Maintain current knowledge of the profession and state and federal regulatory mandates.
Establish and maintain productivity, quality, and compliance performance standards.
Conduct team and one-on-one meetings with direct reports.
Participate in new-employee onboarding, training, and staff development.
Work with management to develop, implement, and maintain formalized training.
Perform other duties as assigned.