Supv Access Services - ED

Baylor Scott & White Health•Irving, TX

2d•Onsite

About The Position

The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.

Requirements

Knowledge of general insurance terms, including governmental and commercial payers.
Basic knowledge of medical and coding terms.
Proficient typing and keyboarding skills.
Basic computer skills and Microsoft Office.
Demonstrated ability to work autonomously.
Proven written and verbal communication skills.
Works unsupervised and self-starter.
Proven ability to problem-solve, perform critical thinking.
Excellent listening and communication skills, and professional telephone etiquette.
Maintain a professional demeanor in stressful and emotional environments.
Must exhibit high empathy and communicate well with patients and families during trauma.
Demonstrate exceptional customer service skills.
Ability to maintain patient confidentiality in accordance with HIPPA guidelines.
Associate's or 2 years of work experience above the minimum qualification
2 Years of Experience

Responsibilities

Supervises daily activities of an assigned Access Services unit.
Prepares and directs schedules to ensure appropriate staffing 24-7.
Monitors attendance of team members and schedules breaks and shifts as necessary.
Accountable for overseeing daily operations and workflows.
Ensures customer and department satisfaction.
Ensures timely follow-up and escalation recovery is performed.
Monitors all outbound and inbound team activities according to performance goals.
Improves quality 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.
Follows established procedures.
Performs account research to assist with system-level initiatives or requests.
Immediately reports any performance, productivity, and behavioral issues regarding staff to management for review.
Monitors financial performance by ensuring financial conversations and collection attempts.
Assists Access Services Director and Manager with adjusting staff to volumes.
Motivates and mentors team members to maintain a positive work environment.
Creates and implements goals, action plans, and incentives to drive production results.
Performs call monitoring, coaching, training, and feedback and disciplining.
Coaches, counsels and motivates employees.
Serves as a role model for staff in maintaining effective communication.
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 manages performance, recognition, and disciplinary actions.
Assists with interviewing applicants, hiring, and performance reviews.