Supervisor Patient Access

Advocate Health • Hazel Crest, IL

9d • $29 - $43

About The Position

The Supervisor Patient Access oversees and manages daily operations at assigned sites, with 24-hour accountability based on operational hours. The role delegates responsibilities, maintains adequate staffing, and works with the manager or director to set short- and long-term goals aligned with department priorities and facility objectives.

The supervisor collaborates with interdisciplinary management, Patient Access Services Quality and Training, Information Systems, the Business Office, and other leaders to standardize policies, work standards, and processes. The position resolves hospital business office billing issues; supports process improvement and workflow design; monitors customer satisfaction, departmental costs, productivity, and revenue cycle performance; and coordinates staff training for updates to Patient Access Services software.

The role maintains knowledge of applicable government rules and regulations, including privacy, confidentiality, and consent requirements. It also performs human resources responsibilities for staff, including coaching, performance reviews, and recommendations regarding hiring, compensation changes, promotions, corrective action, and termination. The supervisor is responsible for adhering to the organization's Code of Ethical Conduct and ensuring supervised employees comply with applicable policies, regulations, and laws.

This is a full-time, 40-hour-per-week second-shift position with an expectation of a weekend rotation. Patient Access or Service experience in an emergency room environment is strongly preferred. The listed pay range is $28.55–$42.85.

Requirements

• High school graduate.
• Typically requires 3 years of experience in patient registration in a healthcare setting.
• Prior leadership experience required.
• Experience with HIPAA, patient admitting software, centralized scheduling or call center settings, Joint Commission standards, medical insurance or Medicare, and medical legal consent.
• Leadership or senior-level staff experience, preferably in medical admitting or a similar environment.
• Demonstrable customer service and customer relations skills, typically gained through customer service work experience.
• Exceptional verbal and written communication skills.
• Organizational, coaching, and counseling skills, including the ability to supervise large numbers of staff in a fast-paced, unpredictable environment.
• Effective critical thinking, creativity, problem-solving, and decision-making skills.
• Self-directed and flexible, with the ability to handle pressure and manage time effectively.
• Intermediate computer skills with Windows applications and other automated systems.
• Competency with hardware, software, and interface components of Patient Access Services information technology systems.

Nice To Haves

• Patient Access or Service experience in an emergency room environment.
• Previous experience in multi-department or multi-facility supervision.

Responsibilities

• Oversee and manage daily operations at assigned sites, with 24-hour accountability based on operational hours.
• Delegate responsibilities to appropriate staff and maintain adequate staffing levels.
• Collaborate with the manager or director to set short- and long-term goals based on department priorities and facility objectives.
• Work with interdisciplinary management, Patient Access Services Quality and Training, Information Systems, the Business Office, and other leaders to standardize policies, work standards, and processes.
• Resolve issues or inaccuracies involving hospital business office billing.
• Participate in multidisciplinary process-improvement teams and use performance-improvement techniques and quality and quantity standards to analyze and streamline workflows.
• Survey satisfaction among physicians, office staff, patients, and patient families; follow up on problems and act proactively on potential customer-service, public-relations, or risk-management concerns.
• Monitor departmental cost performance and productivity, maintain operations within budget, explain variances and volume impact to the manager or director, and develop processes to improve revenue cycle performance.
• Coordinate Patient Access Services staff training and other appropriate user training for software updates and enhancements.
• Maintain knowledge of government rules and regulations, including privacy, confidentiality, and consent issues, and advise staff of relevant changes.
• Perform staff-related human resources responsibilities, including coaching, performance reviews, and oversight of staff morale; recommend hiring, compensation changes, promotions, corrective actions, and terminations.
• Adhere to the organization's Code of Ethical Conduct and ensure supervised employees comply with applicable policies, regulations, and laws.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Shift and on-call premium pay, where applicable.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED