Supv Access Services - ED

Baylor Scott & White Health•Irving, TX

About The Position

The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit and serves as a resource to access and non-access staff regarding revenue cycle operations. The position supervises daily unit activities, oversees workflows and staffing, monitors team performance, and supports resolution of customer inquiries and escalations. It also helps maintain financial performance, staff development, hiring, and compliance with system policies and procedures.

Requirements

Associate's degree or two years of work experience above the minimum qualification.
Two years of experience.
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 proficiency.
Ability to work autonomously and unsupervised; self-starter.
Strong written and verbal communication, listening, and problem-solving skills, including critical thinking.
Professional telephone etiquette and ability to maintain a professional demeanor in stressful and emotional environments, including situations involving crime, behavioral health, suffering patients, and life-or-death situations.
Empathy and exceptional customer service skills, including the ability to communicate with patients and families during trauma.
Ability to maintain patient confidentiality in accordance with HIPPA guidelines.

Responsibilities

Supervise daily activities and workflows of an assigned Access Services unit.
Prepare and direct schedules to ensure appropriate staffing 24-7; monitor attendance and schedule breaks and shifts as needed.
Ensure customer and department satisfaction and timely follow-up and escalation recovery.
Monitor inbound and outbound team activities against performance goals; evaluate processes and recommend quality improvements.
Coordinate and enforce system policies, procedures, and productivity standards, including routine reviews of recorded or live calls.
Perform account research for system initiatives or requests, including customer complaints, incorrect estimates, and administrative write-offs.
Report staff performance, productivity, and behavioral issues to management for review.
Monitor financial performance by ensuring financial conversations and collection attempts; assist the Access Services Director and Manager with adjusting staffing to volumes.
Motivate and mentor team members, and create and implement goals, action plans, and incentives to drive production results.
Conduct call monitoring, coaching, training, feedback, and disciplinary activities; coach, counsel, and motivate employees.
Model effective communication with employees, patients, guests, insurance companies, employers, doctors, and hospital personnel.
Provide information and help resolve customer inquiries and complaints; handle escalations as needed.
Administer and handle escalation requests concerning system and Revenue Cycle policies, including Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.
Participate in hiring and manage performance, recognition, and disciplinary actions; assist with applicant interviews, hiring, and performance reviews.