Supervisor, Patient Access

Scarborough Health Network•Granbury, TX

3d•CA$53 - CA$61•Onsite

About The Position

Reporting to the Manager, Patient Access, the supervisor oversees, directs and coordinates the daily activities of the centralized patient scheduling (CPS) office at the Scarborough Health Network. The incumbent will work with front-line staff, clients and management to ensure the timely and efficient delivery of scheduling services along with excellent customer service. This role will also provide support and supervision for one or more Patient Access functions (registration, bed allocation, and centralized patient scheduling) corporately. It will support ongoing transformation and optimization projects across the Patient Access functions with a focus on increasing organizational efficiencies while improving the patient experience.

Requirements

High School Diploma or equivalent
College Diploma
Minimum 3 years experience leading a team in a health care setting.
Minimum 3 years experience managing health information with the ability to determine impacts of change to patient information or system functionality.
Minimum 3 years experience leading system improvements/implementations and related change management in a health care setting.
Minimum 2 years experience developing training material and training schedules that meet the needs of the audience.
Strong computer skills and proficiency using Microsoft Office products.
Proficiency using a Clinical Information System (eg. Epic).
Excellent verbal and written communication skills and ability to engage others.
Ability to investigate, problem-solve proactively, assess risk, apply sound judgement and use critical thinking in complex situations.
Broad knowledge of Patient Registration, Scheduling, and Health Information, and associated impacts to clinical processes.
Excellent interpersonal skills with the ability to develop business relationships quickly.
Ability to coach, mentor and motivate staff, and promote a productive team environment.
Ability to work independently and take initiative to improve patient experience.

Nice To Haves

Undergraduate Degree

Responsibilities

Supervise day-to-day operations of Patient Access functions – provide 1st line of support for staff.
Supports recruitment, retention, scheduling, coaching/development, and performance management of frontline staff.
Utilize registration, scheduling, and call volumes from EPIC to update staffing requirements.
Support budget management through appropriate scheduling and resource allocation.
Ensure appropriate staffing mix to reduce turnover and overtime.
Utilize LEAN approach for supplies management.
Support projects for optimization of Patient Access functions in alignment with corporate strategic initiatives.
Use data & dashboard reporting from EPIC to monitor Patient Access-related processes and identify optimization opportunities.
Work with Patient Access Managers and clinical management team to address areas for improvement.
Monitor office performance related to call volumes, call handling times, call abandonment rates.
Design reports and analyze data impacting patient access activities.
Ensure optimal service and data quality management for efficient day-to-day operations supported by appropriate documentation of standards and expectations.
Develop and maintain department standards, and associated standard work/SOPs and processes.
Maintain and Improve Data Quality through SOPs, staff training, audits, and reporting.
Ensure Staff & Patient Safety and positive Patient Experience.
Foster culture of safety by following the hospital’s comprehensive safety programs and practices including staff safety, patient safety, environmental safety and participates in regular in-service education in this area.
Foster a culture of Patient & Family Centred Care (PFCC) and excellent customer service within the Patient Access department.
Participation in Committees and Working Groups as necessary.
Collaboration with other patient access supervisors to provide cross-coverage as needed.