Supervisor, Patient Access Center, M - F

UMass Memorial Health•Worcester, MA

19h•$53,581 - $96,429•Onsite

About The Position

Supervises daily operation of assigned areas within the Patient Access Center (PAC). The PAC is designed to be a premier health contact center that provides patients, families and referring providers multiple pathways to connect to UMass Memorial Health (UMMH). The Supervisor provides operational oversight of the PAC which includes implementing the PAC’s strategic direction, supporting short and long-term goals, staff oversight and accountability, and acting as liaison with patients, referring providers, UMMH providers, hospitals, and senior leadership.

Requirements

Associate degree in business, healthcare, or related field.
Minimum of 1+ years of supervisory experience in a health care environment required; or 2+ years of experience in scheduling services.
1-3 years of progressive management experience or demonstrated skills to succeed in office management.
Performs holiday and/or weekend shift work, as well as after-hours coverage as required.
Strong organization skills.
Excellent interpersonal skills.
Demonstrated expertise in area of responsibility as well as the ability to solve complex problems.
Flexibility of schedule.
Understanding of third-party payor and managed care requirements, procedures, and regulations.
Understanding of primary, secondary, and tertiary insurance requirements, procedures, and regulations.
Demonstrated knowledge of business office products.
Demonstrated knowledge of medical terminology.
Face-to-face and telephone customer service skills and experience.
Ability to effectively communicate with a variety of internal and external customers.
Ability to receive and express detailed information through oral and written communications.
Ability to work in high volume, team-oriented environment.
Ability to take directions and work independently.
Ability to use specialized applications software and computers systems for patient registration and scheduling.
Unless certification is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Nice To Haves

Bachelor’s degree.

Responsibilities

Coordinates daily activities for the Patient Access Center, including but not limited to scheduling staff, maintaining work queues, and performing statistical reporting.
Evaluates workload across priorities and distribute and monitor the flow of work for an assigned group of employees.
Ensures staff coverage and schedule.
Serves as the point of contact for escalated phone calls, technical issues, and workflow questions. Resolves or escalates issues where appropriate and provides customer service recovery when necessary.
Manages the operations of the PAC to ensure optimal performance, patient, and provider experience. Manages the performance of the scheduling-based team and/or general information functions at his/her assigned PAC location. Oversees and monitors work queues and reports for the Patient Access Center.
Examines current resources and identifies opportunities for system support to streamline processes for staff and management, including streamlining workflows.
Manages work queues and reports to ensure appropriate productivity and quality standards are achieved.
Organizes and maintains clear channels of communication with staff and exhibits appropriate communication with all levels of personnel.
Responsible for supervising PAC personnel assigned.
Conducts onboarding and continuous training to ensure employees receive the appropriate skillset development and are appropriately trained. Ensures staff compliance with mandatory education and training.
Ensures staff evaluations are completed according to defined PAC performance standards, account evaluation periods, and conduct disciplinary action process as appropriate.
Holds individuals accountable to meet or exceed the performance and customer service standards. Provides support to management during challenging staff disciplinary action and / or termination discussions.
Oversees collection of patient liabilities as appropriate.
Participates in hiring process such as conducting interviews, recommendations for hiring and coordinate with the Manager and HR.
Serves as the PAC liaison with assigned clinics and departments.
Collaborates and works closely with other clinic and departments to promote a harmonious relationship and atmosphere of teamwork and partake in process improvement initiatives.
Assists the Manager to identify areas of opportunity and process improvement to improve communication channels, reduce hand-offs and access with the clinic.
Serves within roles of the Scheduling Agent.
Handles patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple incoming phone calls from providers across multiple clinics/departments, practices across multiple campuses.
Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists.
As part of the appointment scheduling process, secures the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor. Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate.
Based upon appointment visit type, secures medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care.
Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place.
Applies relevant functional knowledge of multiple treatment areas, the priority and sequence of associated procedures, tests, and primary care services.
Prioritizes visits and services in a manner that will foster more efficient utilization of physician’s clinical staff, and patient’s time, as well as equipment and facilities.
Position is a working managerial position. May perform duties of supporting staff when necessary.
Supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.
Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation and fosters the effective integration of efforts with system-wide initiatives.
Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients, and visitors.
Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
Finalizes, signs off, and submits payroll on a weekly basis as applicable.
Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.
Ensures adequate equipment and supplies for department.
Develops and maintains established departmental policies, procedures, and objectives.
Ensures compliance to all health and safety regulations and requirements.
Performs similar or related duties as required or directed.