Supervisor - Patient Access Services

Houston Methodist•Houston, TX

About The Position

FLSA STATUS Exempt QUALIFICATIONS EDUCATION High School diploma or equivalent education (examples include: GED, verification of accredited homeschool equivalency, enrollment or completion of post-secondary education, etc.) Associate’s degree preferred EXPERIENCE Four years of patient access services or related experience, of which one year must have been in a lead/coordinator role in healthcare; may consider HM employee with four years of patient access services or related experience with HM performance that demonstrates leadership responsibility SKILLS AND ABILITIES Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message Demonstrates the ability to interact with others in a way that gives them confidence in one’s intentions and those of the organization Demonstrates leadership qualities and critical thinking through self-direction initiative, effective interpersonal skills, and oral/written communication skills Ability to identify and understand issues, problems and opportunities; and recommend solutions Ability to work effectively in a fast paced environment Demonstrates flexibility and adaptability in the workplace Computer skills to include proficiency in MS Office and EMR software Functional knowledge of revenue cycle and managed care ESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONS Participates in management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department. Provides development and mentoring of staff. Ensures that all department staff are properly trained and comply with all policies and procedures. Assists with meeting or exceeding threshold goal for department turnover. Consults with department leadership on coaching/corrective counseling and staff performance to achieve desired outcomes. Conducts new hire feedback sessions and provides recognition/commendations, as appropriate. Creates and maintains an environment of collaboration by role modeling teamwork within the department. Effectively interacts within and between departments ensuring seamless flow of information/communication. Role models clear and professional communication to facilitate problem resolution to achieve mutual understanding. Teaches others to critically think by verbally expressing rationale for decisions and follows up consistently. Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators. SERVICE ESSENTIAL FUNCTIONS Oversees daily department operations, schedule and activities. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction. Organizes the workflow, proactively problem solves, anticipates needs, and manages multiple ongoing priorities. Provides reports to management of needs, issues to be addressed, and all important information necessary to ensure department success. Serves and actively participates on various committees as directed. Communicates with patients, family members, physicians, other hospital departments and/or any other outside parties to solve existing and/or potential problems related to patient access services processes. QUALITY/SAFETY ESSENTIAL FUNCTIONS Ensures a safe and effective working environment; assists in monitoring and/or revising the department safety plan and/or any specific accreditation/regulatory agency required safety guidelines. Uses and optimizes information systems to enhance operations; participates in performance improvement and data management/analysis functions as directed. Employs a proactive approach in the optimization of positive outcomes by monitoring and improving the department workflow, supporting peer-to-peer accountability, and identifying solutions via collaboration. Role models situational awareness, using teachable moments to improve safety. Participates in investigations as a result of the root cause analysis process as assigned by manager. Monitors self and ensures employee compliance with policies, procedures, and System HR Standards of Practice and performs associated actions upon non-compliance (i.e., focal point review requirements, disaster plan, inservices, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.). Takes appropriate action/initiative to ensure that identified departmental goals and targets are met. Reconciles and audits patient data/registrations to ensure timely and accurate collection and recording of information. FINANCE ESSENTIAL FUNCTIONS Assists in the management of essential and non-essential department expenditures to achieve financial target through optimization of productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications. Manages staffing needs including scheduling, time off requests and time keeping. Contributes to the collection of data to support key metrics for Patient Access Services functions and generates relevant reports. Assists in the implementation of action plans that optimize revenue cycle operations. GROWTH/INNOVATION ESSENTIAL FUNCTIONS Implements change, demonstrating the ability to motivate employees and follow through to ensure change in behavior has actually occurred. Supports Houston Methodist and department goals and vision. Identifies industry trends and implements innovative solutions for practice or workflow changes to improve department operations. Develops skills of team members and continually assists with improving competencies, performance and outcomes. Fosters a positive and constructive teaching environment by engaging staff/team members in learning opportunities that are valuable and in alignment with business objectives. Conducts conversations with staff on their development and My Development Plan (MDP). Seeks opportunities to identify self developmental needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates MDP on an on-going basis. SUPPLEMENTAL REQUIREMENTS WORK ATTIRE Uniform: No Scrubs: No Business professional: Yes Other (department approved): Yes ON-CALL Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below. On Call Yes TRAVEL Travel specifications may vary by department May require travel within the Houston Metropolitan area Yes May require travel outside Houston Metropolitan area Yes

Requirements

High School diploma or equivalent education (examples include: GED, verification of accredited homeschool equivalency, enrollment or completion of post-secondary education, etc.)
Four years of patient access services or related experience, of which one year must have been in a lead/coordinator role in healthcare; may consider HM employee with four years of patient access services or related experience with HM performance that demonstrates leadership responsibility
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message
Demonstrates the ability to interact with others in a way that gives them confidence in one’s intentions and those of the organization
Demonstrates leadership qualities and critical thinking through self-direction initiative, effective interpersonal skills, and oral/written communication skills
Ability to identify and understand issues, problems and opportunities; and recommend solutions
Ability to work effectively in a fast paced environment
Demonstrates flexibility and adaptability in the workplace
Computer skills to include proficiency in MS Office and EMR software
Functional knowledge of revenue cycle and managed care

Nice To Haves

Associate’s degree preferred

Responsibilities

Participates in management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department.
Provides development and mentoring of staff.
Ensures that all department staff are properly trained and comply with all policies and procedures.
Assists with meeting or exceeding threshold goal for department turnover.
Consults with department leadership on coaching/corrective counseling and staff performance to achieve desired outcomes.
Conducts new hire feedback sessions and provides recognition/commendations, as appropriate.
Creates and maintains an environment of collaboration by role modeling teamwork within the department.
Effectively interacts within and between departments ensuring seamless flow of information/communication.
Role models clear and professional communication to facilitate problem resolution to achieve mutual understanding.
Teaches others to critically think by verbally expressing rationale for decisions and follows up consistently.
Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators.
Oversees daily department operations, schedule and activities.
Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.
Organizes the workflow, proactively problem solves, anticipates needs, and manages multiple ongoing priorities.
Provides reports to management of needs, issues to be addressed, and all important information necessary to ensure department success.
Serves and actively participates on various committees as directed.
Communicates with patients, family members, physicians, other hospital departments and/or any other outside parties to solve existing and/or potential problems related to patient access services processes.
Ensures a safe and effective working environment; assists in monitoring and/or revising the department safety plan and/or any specific accreditation/regulatory agency required safety guidelines.
Uses and optimizes information systems to enhance operations; participates in performance improvement and data management/analysis functions as directed.
Employs a proactive approach in the optimization of positive outcomes by monitoring and improving the department workflow, supporting peer-to-peer accountability, and identifying solutions via collaboration.
Role models situational awareness, using teachable moments to improve safety.
Participates in investigations as a result of the root cause analysis process as assigned by manager.
Monitors self and ensures employee compliance with policies, procedures, and System HR Standards of Practice and performs associated actions upon non-compliance (i.e., focal point review requirements, disaster plan, inservices, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).
Takes appropriate action/initiative to ensure that identified departmental goals and targets are met.
Reconciles and audits patient data/registrations to ensure timely and accurate collection and recording of information.
Assists in the management of essential and non-essential department expenditures to achieve financial target through optimization of productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
Manages staffing needs including scheduling, time off requests and time keeping.
Contributes to the collection of data to support key metrics for Patient Access Services functions and generates relevant reports.
Assists in the implementation of action plans that optimize revenue cycle operations.
Implements change, demonstrating the ability to motivate employees and follow through to ensure change in behavior has actually occurred.
Supports Houston Methodist and department goals and vision.
Identifies industry trends and implements innovative solutions for practice or workflow changes to improve department operations.
Develops skills of team members and continually assists with improving competencies, performance and outcomes.
Fosters a positive and constructive teaching environment by engaging staff/team members in learning opportunities that are valuable and in alignment with business objectives.
Conducts conversations with staff on their development and My Development Plan (MDP).
Seeks opportunities to identify self developmental needs and takes appropriate action.
Ensures own career discussions occur with appropriate management.
Completes and updates MDP on an on-going basis.