Supervisor, Patient Access - Registration

Fisher-Titus Health•Norwalk, OH

2d•Onsite

About The Position

Supervises and coordinates activities and employees related to all patient access processing including: registration, scheduling, admission, verification, pre-certification, transfer, discharge and financial counseling of patients within Fisher-Titus Health. To ensure the financial viability of the clinical and business enterprise. Will ensure that all administrative and departmental policies and procedures are adhered to by staff. Provides adequate staffing in all areas of the department. Demonstrates the ability to assertively pursue necessary information and to function independently to secure resolution on staff and patient issues. Projects a mature problem-solving attitude while dealing with interpersonal conflict, dissatisfied patients and time demands. Maintains knowledge of revenue cycle operations, third party reimbursement, local/state/federal regulations and medical terminology.

Requirements

High school diploma or equivalent required.
Two to three years of experience in a healthcare setting preferred.
Supervisory experience preferred.
Knowledge will include at minimum, all aspect of payer relations, claims adjudication, contractual claims processing and general reimbursement procedures.
Uses excellent customer service, telephone etiquette, written and oral communication skills.
Attends all mandatory education programs and can describe his or her responsibilities related to general safety and regulatory compliance.
Appearance is professional, neat, clean, and appropriate for the work environment.
Wears proper photo identification badge while on duty.
Maintains confidentiality of all hospital and patient information at all times, as observed by peers and management.
Attends monthly staff meetings and participates in monthly rounding process with manager to assure effective and timely two-way communications.
Participates in and completes required department specific education and training programs and can describe his or her responsibilities related to department safety and specific job-related hazards.
Follows safety and security policies including exposure control plans/blood borne and airborne pathogens.
Supports the mission, vision and CARES values of Fisher Titus.
Is knowledgeable of patient rights and ensures an atmosphere which allows for the privacy, dignity and well-being of all patients in a safe, secure environment.
Supports, cooperates with, and implements specific procedures and programs for: Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.
Confidentiality of all data, including patient, employee and operations data.
Quality Assurance and compliance with all regulatory requirements.
Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior.
Communicates with Compassion - Every patient, Every time
Engages in active listening skills
Utilizes the AIDET communication tool
Uses key words at key times
Utilizes HEART service recovery techniques
Demonstrates Service Etiquette - Every patient, Every time
Smiles and greets patients using the 10/5 rule
Demonstrates a calm, positive attitude through tone and body language
Ensures patient privacy and promotes a healing environment
Adjusts approach to respect the diversity of patients
Assesses and manages patient's expectations of care
Commitment to Safety - Every patient, Every time
Follows established safety guidelines to reduce risk of adverse event through early recognition
Commits to the Culture of Safety; If you see something, say something
Delivering High Quality Care - Every patient, Every time
Commits to efficient, effective and purposeful work and delivery of care
Engages in practices that will continually improve processes
Emotional Intelligence
Ability to grow and adapt
Accountability
Communication
Leading and developing others
Building relationships
Business acumen and organizational finances (with emphasis on using available analytics, tools, and financial reporting to understand and effectively manage department operations)
Strategy and implementation
Managing change

Nice To Haves

Two to three years of experience in a healthcare setting.
Supervisory experience.

Responsibilities

Supervises and coordinates activities related to registration, scheduling, admission, transfer and discharge of patients.
Coordinates and supervises access processing for verification, notification and pre-certification to minimize payment denials.
Coordinates financial resolution decisions prior to visit or admission with other departments as appropriate.
Provides daily supervision to staff to ensure prompt and courteous service to patients, visitors, physicians and co-workers.
Interviews and screens potential employees using Targeted Selection and makes recommendations to department Manager or Director to aid in filling vacant positions
Ensures that training of new employees is completed.
Identifies on-going continuing education needs of existing employees.
Completes 45 and 90 day performance evaluations for new employees.
Completes evaluations for those employees who either meet or exceed performance standards
Participates with Director in employee relations of employees who fall below expectations.
Able to institute first step (verbal counseling)
Coordinates staffing schedule including leave time to ensure adequate departmental coverage
Participates in rotating 24/7 “on-call” schedule to ensure appropriate staffing and smooth departmental operations
Keeps staff informed of process, policy and other changes thorough presentations at regular staff meetings, face to face communication and e-mail correspondence
Assists staff in the coordination of financial services prior to visit or admission with other departments or customers as appropriate
Monitors collection and distribution of patient demographic and financial data based on comprehensive data elements to ensure accuracy and compliance with policies and procedures
Gathers statistics, completes reports and performs other duties as scheduled or requested
Handles patient/family or staff complaints, investigates complaint and makes recommendations on appropriate resolution
Monitors daily reports to identify accounts that need resolution.
Communicates status of daily operations to Director, Patient Access.