Supervisor, Patient Access Services, Evenings

Beth Israel Lahey Health•Cambridge, MA

6d•$26 - $40

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Under the supervision of the Manager of Patient Access, the Patient Access Supervisor oversees the daily operations within the Patient Access department for Beth Israel Lahey Health, Inc. (BILH) and its affiliates. The Supervisor works with the goal of maintaining the efficient and effective performance of the colleagues on a day-to-day basis. The Supervisor promotes continuous improvement of the overall performance of the team by proactively identifying problems, proposing solutions, and serving as a role model for customer service and colleague engagement at all times.

Requirements

High School diploma or equivalent.
Minimum 1-2 years of Patient Access Services, Revenue Cycle, or related experience.
Advanced skills with Microsoft applications including Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis, and maintain databases.
Proven ability to build teamwork and foster a work culture of respectfulness.
Ability to troubleshoot and resolve problems that arise impacting the patient experience or support provided to other departments.
Knowledge of medical terminology.

Nice To Haves

Experience in a lead or supervisory role is preferred.
EHR experience
Post high school education (certification or degree) in healthcare related or business field.

Responsibilities

Coordinates the daily operations of his/her assigned team of colleagues, maintaining all necessary systems and controls to ensure the efficient and effective performance of the team.
Responds to problems as they occur and assists the Director/Manager in identifying barriers to performance. Serves as a resource and support to team members.
Maintains relationships with assigned clinical departments through daily interactions and periodic meetings with department managers.
Assists the Director/Manager in the development of colleague schedules. Identifies gaps in coverage created by planned or unscheduled absences of colleagues and proposes solutions.
Provides staffing coverage when needed, effectively performing the duties and responsibilities of the position(s) they oversee (patient scheduling, registration, financial clearance, etc.).
Monitors the daily performance of individual colleagues and the overall performance of the team, through direct observation of performance during the work day and review of system-generated performance reports.
Assures that all colleagues are properly trained and prepared to perform effectively. Proactively identifies colleagues in need of retraining and continuing skill development. Reviews findings with the Director/Manager and provides retraining and continued skill development to colleagues as needed.
Assures colleague adherence to all BILH policies and procedures, including dress code, attendance, etc. Reports issues to the Director/Manager and addresses issues as directed.
Assists the Director/Manager in administering corrective action to colleagues when necessary.
Assists with the recruitment of colleagues by interviewing candidates and providing feedback to the Director/Manager.
Provides training and orientation to new colleagues.
Contributes to colleague's annual performance appraisals and competency assessments with measurable data and/or specific examples of performance.
Works as a positive and constructive change agent, demonstrating a commitment to the continuous excellence and improvement of the team’s performance. Strives to either improve existing workflows or to find new ways of doing tasks that enable the greatest productivity and accuracy of work product, and the highest quality of customer service.
Intervenes to handle sensitive patient issues or situations when a patient is not satisfied with a team member’s response to a particular problem. Escalates problems to the Director/Manager when appropriate.
Works with the clinical departments, outside providers, third-party insurers, and any other individual or entity to assist in resolving patient questions or problems in the most effective and positive manner possible.
Systemically assess the needs of the department on an ongoing basis. Makes recommendations to the Director/Manager as needs or problems are identified.
Assist the Director/Manager with special projects as needed.