Supervisor Patient Access- Pre- Service

Mount Nittany Health•State College, PA

3d•Onsite

About The Position

The Patient Access Supervisor provides direct oversight and support for Patient Access operations, supervising the Patient Access operations of their area of focus to ensure high quality work in a fast-paced environment. This role is responsible for delivering consistent, best practice, patient-centered experience while supporting revenue cycle goals and compliance standards. This individual remains competent in their area of responsibility and is able to take on staff assignments as needed. The supervisor is responsible for staff scheduling needs including, but not limited to, schedule changes and call-offs. They also directly supervise and provide feedback for the work being done.

Requirements

High School Diploma required; Associate’s degree preferred (preferably in healthcare or public administration, education, management, or a related field); May have an equivalent combination of education and/or experience in lieu of specific education.
Three years of health care/patient access and/or customer service experience required of which 1 year must be management/leadership; or equivalent combination of education and experience.
Knowledge of patient access processes required.
Epic System experience is preferred.
Microsoft Word, Excel and PowerPoint experience preferred.
Statistical reporting experience preferred.
Expertise in the best practices of patient access workflows.
Demonstrated ability to work under stressful situations.
Functional understanding of health care operations and physician practices.
Demonstrated leadership and interpersonal skills.
Ability to function in an independent manner with little or no need for direct supervision.
Strong organizational skills to manage multiple diverse priorities.
Effectively communicates verbally with patients, physicians, visitors, co-workers and supervisors.
Ability to document data and other information.
Ability to read and interpret written communication.
Ability to speak, read, and write the English language.
Uses tact, sensitivity, sound judgment, and a professional attitude constantly.
Conducts business in a professional and cordial manner that upholds the integrity and reputation of Mount Nittany Health.
Knowledge of human resource laws and regulations as they relate to the management of staff.

Nice To Haves

Associate’s degree preferred (preferably in healthcare or public administration, education, management, or a related field)
Epic System experience is preferred.
Microsoft Word, Excel and PowerPoint experience preferred.
Statistical reporting experience preferred.
HFMA CHFP, AAHAM, CHAA, CHAM or equivalent Revenue Cycle Certifications preferred.

Responsibilities

Supervises and administers daily activities of Patient Access teams to ensure timely and accurate completion of Patient Access tasks, which may include on-call duties.
Addresses workflow issues to maintain service standards.
Assists manager with workforce planning, budgeting and managing staffing schedules.
Ensures adherence to organizational policies, payer requirements, and regulatory standards.
Monitors data accuracy and supports quality assurance program.
Ensures registrations and scheduled appointments are complete and compliant for maintaining accuracy of Patient and Guarantor Account Records as well as provide necessary details for billing and clean claim processing.
Provides coaching, support, and performance feedback to staff.
Promotes a culture of professionalism, collaboration, and continuous improvement.
Directly supervises Patient Access staff and coordinators, as applicable.
Tracks designated key performance indicators (KPIs) for their area, focusing on accuracy and quality.
Collaborates with leadership and the Quality and Training team to identify trends and implement improvements.
Partners with clinical departments, revenue cycle teams, and other stakeholders to resolve access barriers, streamline workflows, and enhance patient satisfaction.
Ensure productivity standards and effective efficient use of resources.
Evaluate staffing needs and patterns.
Monitor Key Performance Indicators (KPIs) for areas of responsibility.
Collaborate with leadership and training/QA teams to identify and address areas falling below thresholds, including identification of root causes and development of individualized and global solutions.
Monitor patient safety & ensure reporting when necessary; participate in root cause analysis; promote workplace safety; maintain survey and regulatory readiness; just culture; and promote intra/interdepartmental communication.
Use of technology to support patient care delivery and decision making.
Supports Director and Manager in facilitating change through encouraging key stakeholder participation, communicating & reinforcing changes, and assisting in the evaluation of outcomes.
Maintain knowledge pertinent to scope of responsibility and promote evidence-based practice.
Performance management (conduct evaluations, assess staff, monitor fitness, initiate corrective actions, terminations, etc.); knowledge of HR policies; staff development and assurance of competencies; and staff retention skills and activities.
Open, respectful, and effective, both oral and written communication.
Manage conflict; situation management, promote team dynamics, mentor and coach staff & peers, apply communication principles; encourage participation of staff; role model professional behavior; act as a change agent; and apply principles of self-awareness.
Maintain an environment of fairness and equality.
Practice ethical behaviors; hold self and others accountable for respect and professionalism; and promote and role model lifelong learning.
Supports the onboarding of new employees in area of responsibility.
Assists with maintaining overall quality management ensuring accurate registrations have a positive impact on Revenue Cycle.
Assists with maintaining registration reference and training materials.
Performs time keeping/payroll activities.
Keeps Patient Access Management team informed of department activities, needs and problems on an ongoing basis.
Assists with the implementation of new products/processes.
Leads team to meet established goals.
Serves as a positive role model.
May collect and report statistical information essential for meeting team goals.
Completes all assignments and projects in an organized, timely manner using project management and reporting techniques.
Maintains the confidentiality of all records and information received in course of job in accordance with HIPAA guidelines.
Performs related and miscellaneous duties as assigned.