Supervisor Patient Access

Northwestern Medical Center • St. Albans, VT

10d • Onsite

About The Position

Northwestern Medical Center (NMC) is seeking a Supervisor Patient Access to oversee daily operations and staff within assigned units of the Patient Access department, reporting to the Patient Access Manager. This role involves prioritizing and coordinating patient and call flow to ensure efficient service delivery. The supervisor will assist in managing employee performance, focusing on accuracy, productivity, patient experience, and point-of-service collections, while adhering to departmental and organizational policies and regulatory guidelines. This position acts as a role model for performance standards and participates in human resources activities such as hiring, onboarding, scheduling, corrective actions, and performance evaluations. Additionally, the role supports employee development and training, and engages in process improvement and quality assurance initiatives. The Supervisor may also provide routine coverage as a Patient Access or Pre-Encounter Representative when needed.

Requirements

• Associate's degree or comparable experience and enrolled in an Associate’s degree program.
• Three years of relevant work experience.
• Must be able to manage the operational flow of a medical setting.
• Must demonstrate critical decision making to successfully meet operational goals.
• Must have exceptional customer service skills.
• Must be able to create high performing teams that can demonstrate exceptional customer service skills.
• Must have functional knowledge of the registration and scheduling processes as they relate to the revenue cycle.
• Computer and basic office equipment.
• Multi-line phone system.
• PPE as patient condition or situation dictates.

Nice To Haves

• Two years of supervisory experience preferred.
• Prior patient access or revenue cycle experience preferred.

Responsibilities

• Provide daily oversight and support to patient access staff.
• Act as a point of contact for team members for day-to-day operational needs.
• Maintain expert-level knowledge of day-to-day workflows and patient access software systems.
• Monitor and coordinate patient and call flow to ensure smooth delivery to service areas.
• Maintain appropriate staffing levels to perform patient access functions.
• Optimize productivity by monitoring staff schedules to identify and eliminate gaps and ensure adequate coverage.
• Regularly cover as a Patient Access or Pre-Encounter representative as needed.
• Ensure patient access personnel meet or exceed all performance standards and maintain compliance with policies.
• Review and respond to AccuReg disputed edits.
• Receive and utilize quality assurance feedback to identify root causes of issues and create action plans.
• Monitor real-time performance and provide real-time feedback to team members.
• Conduct daily quality assurance activities.
• Provide coaching and corrective feedback to staff members.
• Complete and deliver annual performance evaluations for direct reports.
• Assist Manager to ensure maximum use of available systems technology.
• Maintain effective working relationships and communicate effectively with internal and external stakeholders.
• Ensure strong communication to team members within assigned functional areas.
• Act as a change agent and positively embrace change.
• Facilitate daily briefs and debriefs in assigned units.
• Facilitate staff meetings for assigned units.
• Periodically round in assigned units to support team members.
• Create and maintain tools and reference materials to support consistent operations.
• Coordinate staff scheduling for assigned units to maintain adequate coverage within budgeted parameters.
• Create monthly staffing schedules, review and approve time off requests, and review and approve shift swaps.
• Make recommendations to Patient Access Manager for position and staffing needs.
• Assist with hiring and onboarding new team members.
• Assist with reconciliation and approval of timecards.
• Ensure adequate supplies for assigned units within budgetary parameters.
• Address patient complaints and concerns in a timely manner.
• Provide an active support mechanism during times of change.
• Detect and resolve team/individual isolation and other breakdowns resulting from change.
• Communicate excessively to quell rumors and work through barriers to change.
• Remain flexible and responsive to new information during change.
• Analyze service and quality metrics to identify areas for corrective action.
• Question the status quo to seek more efficient ways to accomplish department functions.
• Seek out industry benchmarks and stay aware of emerging technology and best practices.
• Actively seek opportunities to improve own leadership skills.
• Interpret organizational financial reports and communicate meaning to staff.
• Demonstrate understanding of productivity and expense management components.
• Proactively identify opportunities for market share enhancements, expense reductions, and outcome improvements.
• Assess risks, effort, benefits, impact, results, and costs of proposed actions.
• Demonstrate willingness to create win-win situations with other departments.
• Seek and be open to others’ viewpoints.
• Establish rapport with other NMC connections.
• Round on important internal customers regularly.
• Set and communicate clear performance standards with credible metrics.
• Prioritize department activities to achieve organizational goals.
• Commit to NMC Service Standards and hold self, team, and colleagues accountable.
• Reorganize roles and responsibilities to align with strategy, including cross-training when appropriate.

Benefits

• Generous benefits package, with recognized national carriers, designed to help our people stay healthy, balance work & life responsibilities, protect your assets & plan for a secure financial future.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree