SUPVERVISOR OF PATIENT ACCESS - CALL CTR

Premier Health•Moraine, OH

7d•Onsite

About The Position

The Supervisor of Patient Access - Call Center is responsible for the daily operations of the assigned unit, focusing on the timely collection of demographics, clinical, and regulatory information to assess the hospital’s financial and compliance risk related to patient care delivery. This role ensures a timely response to patient calls for service and works closely with physician offices, clinical areas, the precertification team, site access teams, and Physician Relations Managers. The position provides training support, updates, and problem resolution for all areas related to scheduling and revenue cycle preservice requirements. The Supervisor also provides consistent education to scheduling and preregistration teams, creates video and online training content for various areas, and conducts quality audits of calls to ensure behavioral standards, accuracy, and compliance regulations are met. This role serves as a primary source for service recovery efforts and keeps the Call Center system manager informed of QA/training activities through monthly reports. The Supervisor assists the Manager in analyzing performance data to refine training programs and oversees special projects as assigned by the outpatient scheduling manager or director, ensuring objectives are met and timelines are adhered to. The position reports to the manager of the assigned area and is accountable for managing daily operations. Emphasis is placed on evaluating hospital’s financial risk, patient resources, compliance with third-party requirements, and "point of service" collections. The role implements and operates the assigned unit to provide patient awareness and assistance with scheduling and financial responsibilities, while maintaining a high commitment to Patient Experience. It also maintains the scheduling/registration process for successful collection/reimbursement, follows established policy for cash collection, and handles Human Resources responsibilities including interviewing, selection, orientation, training, supervision, evaluation, recognition, counseling, and education of staff. The Supervisor organizes resources (manpower and equipment) and leads in implementing quality improvement programs, ensuring hospital protocols and Joint Commission standards are met.

Requirements

Associate degree OR Memorandum of Understanding that an Associate degree will be obtained within two years of hire.
Type of degree: Associate degree
Area of study or major: business or healthcare administration
HFMA Certified Revenue Cycle Representative certification obtained within two years of hire
2-4 years of leadership within revenue cycle
4-6 years of customer service experience
Ability to perform a variety of tasks, often changing assignments on short notice.
Must be adept at multi-tasking.
Will be required to learn and work with multiple software/hardware products to be used during an average workday.
Most possess excellent verbal and listening communication skills.
Must be able to maintain a professional demeanor in stressful situations.
Must be adept with machinery typically found in a business office environment.
Able to build productive relationships with all contacts.
Must be proficient in Windows-based computer technology, including keyboarding and typing at least 30 WPM.

Nice To Haves

Knowledge of insurance verification and financial clearance activities.
Ability to create reports and perform data analysis to lead team.

Responsibilities

Responsible for the daily operations of the assigned unit.
Responsible for the timely collection of demographics, clinical, and regulatory information to assess the hospital’s financial and compliance risk related to patient care delivery.
Ensuring a timely response to calls placed by or on behalf of patients for service.
Works closely with physician offices, clinical areas, the precertification team, site access teams, and Physician Relations Managers.
Provides training support, updates, and problem resolution for all areas related to scheduling and revenue cycle preservice requirements.
Provides consistent education to scheduling and preregistration teams without a department trainer.
Creates video and online training content for multiple areas outside of the scheduling department, including diagnostic scheduling education for Premier Physician Network.
Conducts quality audits of calls to assure behavioral standards, accuracy, and compliance regulations have been achieved.
Serves as a primary source for service recovery efforts.
Keeps the Call Center system manager informed of all QA/training activities through monthly reports.
Assists the Manager in analyzing organizational and individual performance data and uses the information to adjust and refine training programs as needed.
Oversees additional special projects as assigned by the outpatient scheduling manager or director.
Understands the scope and goal of special projects and creates a project plan to ensure all objectives are met, that project participants adhere to the project plan and outlined timelines.
Takes ownership over assigned special projects, takes responsibility for project outcomes, and keeps manager and director informed of project status monthly.
Reports to the manager of the assigned area and has responsibility and accountability to manage daily operations for the assigned unit.
Emphasis will be on evaluating hospital’s financial risk in delivery of care, patient’s resources to pay for services, compliance with third party regulatory and contractual requirements and “point of service” collections.
Implement and operate the assigned unit to provide patient awareness and assistance with scheduling, patient hospital financial responsibilities, while ensuring a high commitment to Patient Experience.
Maintains scheduling/registration process for patients to assure successful collection/reimbursement for services provided.
Follows established policy for cash collection in access areas.
Human Resources responsibilities: interview, selection, orientation, and training of staff.
Supervises and evaluates performance of designated staff, conducts appropriated recognition, counseling, and education activities.
Organizes resources (manpower and equipment) to effectively accomplish tasks assigned to the area.
Leads in implementing quality improvement programs for all areas of responsibility.
Assures that related hospital protocols are administered according to hospital policy.
Must meet Joint Commission standards.