Supervisor Patient Access

Nebraska Methodist Hospital•Omaha, NE

About The Position

Why work for Nebraska Methodist Health System? At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care – a culture that has and will continue to set us apart. It’s helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient’s needs, or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in. Job Summary: Location: Methodist Women's Hospital Address: 707 N. 190th Plaza - Elkhorn, NE Work Schedule: Varies on staffing needs, supervisors are on call for staffing needs, every 6th weekend and holidays. Responsible for the patient registration areas across multiple access points within the organization with a focus on accuracy and customer service (patient and staff experiences). Responsibilities include: Staffing and staff management for registration areas with oversight of accuracy in patient registration, payer verification and point of service collections. Collaborates with the Health Information Management and Revenue Cycle teams to define and implement processes to ensure accuracy in data collected for patient care and collection of payer source information. Responsible for meeting/exceeding goals for patient satisfaction scores related to the registration process and employee engagement scores.

Requirements

High school diploma or General Educational Development (G.E.D.) required.
Minimum 1-2 years previous experience in patient registration, healthcare, insurance, business office or equivalent required.
Requires the ability to provide transportation to other campus locations within a reasonable timeframe.
Medical terminology required
Strong verbal and listening communication skills required
Ability to provide excellence in customer service required (as measured by HCAPS scores)
Ability to lead a diverse registration team
Strong computer skills: Ability to type 40 words per minute required
Ability to open and navigate Outlook attachments in Word, Excel, and PowerPoint form required
Ability to learn and work with multiple software/hardware products during the course of an average workday
Ability to use printer, copier, scanner, and fax machines
Must possess mathematical aptitude to track and interpret performance measures
Strong problem solving skills required
Must be able travel to multiple sites throughout the organization
Ability to transport/escort patients and guests/family members to appropriate locations via stairs, elevators or ramps.
Ability to communicate with others through a glass barrier.

Nice To Haves

Associate degree in Business or Healthcare related field preferred.
Plus previous supervisor/leadership experience preferred.
Certification in Healthcare Access Management (CHAM) a plus.

Responsibilities

Embraces/exceeds organizational expectations for customer service.
Role models customer service excellence and holds staff accountable to meet/exceed customer service expectations (Meets departmental goals for patient experience-HCAPS scores related to the registration process).
Respects the privacy of customers and coworkers.
Follows organizational standards of behavior.
Meets departmental goals for employee engagement scores.
Supervises staff for designated registration areas.
Collaborates with Service Leader to prepare and maintain staffing schedules to meet adequate staffing guidelines for hours of operation specific to each registration area (ensures registration areas are staffed appropriately to support department hours of operation including 24/7 in the emergency departments).
Collaborates with Service Leader to complete performance reviews and establish performance improvement plans, as appropriate.
Collaborates with Service Leader to implement and support staff regarding training, corrective action or performance issues.
Collaborates with Service Leader to develop, implement and support policies and procedures, as appropriate.
Collaborates with Service Leader to develop and monitor departmental goals for performance and productivity.
Ensures compliance with all applicable federal, state, and other regulatory jurisdictions regarding patient registration and employee management.
Ensures all registration and third party payer forms are explained to patients prior to staff obtaining signatures from patient, according to departmental guidelines.
Ensures appropriate regulatory informational documents issued and explained to patient, as appropriate.
Follows organizational guidelines for staff management and collaborates with Human Resources, as appropriate.
Coordinates with clinical team members to ensure appropriate status, reflecting level of care provided, is assigned to patient encounter at the time of registration.
Collaborates with Information Technology (IT) team to develop or test documentation screens and reports.
Collaborates with Revenue Cycle to ensure authorizations/notifications are obtained, in accordance to third party agreement/rules.
Ensures/monitors accuracy in patient registration process.
Assists team members with day to day operations as demands require.
Ensures/monitors accuracy in payer verification process.
Participates/supports process for continuous improvement opportunities to reduce third party denials for payments.
Collaborates with Service Leader to analyze compliance/management reports and develop action plans for improvement opportunities.
Supports Point of Service Collections (POS).
Trains staff in customer service model for POS collections.
Encourages/supports staff leading to their success.
Monitors staff performance with POS collection and counsels, as appropriate.
Promotes office efficiency and maintains teamwork spirit.
Actively assists with the implementation of new procedures, schedules and training/cross training of coworkers.
Supports assignment changes/requests to achieve department goals and coworker time off requests.
Routinely reviews/maintains department training resources for updates or changes in procedures or payer update information.
Shares critical information pertaining to newly discovered information or system updates.
Monitors emails and notification and responds to all requests in a timely manner.
Actively identifies and participates in performance improvement opportunities, as appropriate.
Other duties as assigned
Actively responds to/supports emergencies or alarms as defined in organizational policies.