Supervisor Patient Access

Boys Town•Omaha, NE

About The Position

Supervises and oversees Patient Access & Admitting scheduling, registration, discharge, point of service collections and posting services performed by Patient Access Specialists across all clinic and hospital-based locations. Develops and maintains working relationships with other departments and leaders to ensure effective Patient Access and Admitting functions are contributing to a most efficient and effective patient workflow resulting in the best possible patient care experience. MAJOR RESPONSIBILITIES & DUTIES: Facilitates and provides direct oversight to Patient Access and Admitting operations both on-site and off-site for BTNRH Clinics and Hospitals. Accountable for providing ample orientation and ongoing training of Patient Access Specialists as well as clinical Access team members as needed. Oversees all registration and scheduling functions to ensure the highest efficiencies and customer service standards are maintained for all visitors presenting to BTNRH. Works closely with manager, nursing supervisor and designated physician leaders and/or clinicians to ensure that operating standards, policies and procedures are consistently interpreted and applied in all BTNRH Clinics and Admitting locations. Facilitates the escalation or resolution of customer service issues in a timely and professional manner. Ensures adequate staffing ratios at clinic and hospital admitting locations in place to handle various patient and service demands paying close attention to clinic schedules and volume trending. Actively fosters excellent teamwork to assist in achieving the mission offering assistance to solving complex problems while responding effectively to crises and unplanned events in a timely and confidential manner. Oversees the interviewing, selection, evaluation of performance and coaching of Patient Access Specialists. Ensures proper supervision of daily activities of all Patient Access Specialists, providing coaching, mentoring, and discipline as necessary, for optimal performance and an overall positive patient care experience. Tracks, trends and analyzes Patient Access front-end workflows, staffing patterns, productivity and quality results implementing changes when appropriate to fix issues, or identifying educational opportunities as they are identified at an individual, site specific or full team level. Ensures departmental compliance with State, Federal and The Joint commission regulations and site readiness. Manages direct report timecards on a weekly basis, adjusting staffing needs, minimizing overtime situations and consulting employees of discrepancies when identified. Performs regular review and maintenance of physician, surgical and planned ancillary service schedules and templates to ensure accuracy, resource availability and timely notification to patients with scheduling changes. Monitors daily bed census and serves as a liaison to the bed management team and/or charge nurse to validate bed assignments and readiness for incoming admissions. Provides additional oversight to interpretive services ensuring proper mechanisms are in place to schedule and coordinate services as identified needed for patients and families. Monitors, reports and makes recommendations to Manager for modifications as needed to incoming call lines ensuring calls are answered in a timely manner, correct information is shared and in a professional and courteous manner with resolution reached prior to the end of call or transfer.

Requirements

Ability to safeguard the privacy of the medical information in the patient record, maintaining strict confidentiality of the patient’s medical and financial records.
Ability to function easily, with a high level of proficiency, in a variety of hospital and clinic patient billing systems and revenue cycle software.
Proficient use of Microsoft Outlook applications (Outlook, Word and Excel.)
Ability to communicate clearly and concisely both orally and in writing with all staff, physicians, and patients in all aspects of the job to allow efficiency and promptness for patient care.
Ability to manage diverse staff and coordinate activities, organizing departmental workloads to comply with deadlines and priorities established by the Manager, Director or other organizations initiatives.
Knowledge of insurance, 3rd party payers and benefits to accurately communicate expected out of pocket liabilities and non-covered services.
Ability to coordinate and complete complex projects efficiently, effectively and on time.
Ability to serve as a positive role model, supporting the mission of the organization.
Knowledge of medical terminology, abbreviations, anatomy & physiology and diseases.
Ability to communicate effectively both orally and in writing.
Associate degree in business, healthcare, or a related field or equivalent combination of education and experience required.
Minimum of 3 years’ experience in Physician and/or Hospital front-office setting, including experience with 3rd party payers, customer service, quality assurance, collections, registration and/or admitting is required.
Basic Life Support (BLS) certification is required.
Experience with software applications, as they apply to the computerized patient record required.

Nice To Haves

CHAA or CHAM certification preferred.

Responsibilities

Facilitates and provides direct oversight to Patient Access and Admitting operations both on-site and off-site for BTNRH Clinics and Hospitals.
Accountable for providing ample orientation and ongoing training of Patient Access Specialists as well as clinical Access team members as needed.
Oversees all registration and scheduling functions to ensure the highest efficiencies and customer service standards are maintained for all visitors presenting to BTNRH.
Works closely with manager, nursing supervisor and designated physician leaders and/or clinicians to ensure that operating standards, policies and procedures are consistently interpreted and applied in all BTNRH Clinics and Admitting locations.
Facilitates the escalation or resolution of customer service issues in a timely and professional manner.
Ensures adequate staffing ratios at clinic and hospital admitting locations in place to handle various patient and service demands paying close attention to clinic schedules and volume trending.
Actively fosters excellent teamwork to assist in achieving the mission offering assistance to solving complex problems while responding effectively to crises and unplanned events in a timely and confidential manner.
Oversees the interviewing, selection, evaluation of performance and coaching of Patient Access Specialists.
Ensures proper supervision of daily activities of all Patient Access Specialists, providing coaching, mentoring, and discipline as necessary, for optimal performance and an overall positive patient care experience.
Tracks, trends and analyzes Patient Access front-end workflows, staffing patterns, productivity and quality results implementing changes when appropriate to fix issues, or identifying educational opportunities as they are identified at an individual, site specific or full team level.
Ensures departmental compliance with State, Federal and The Joint commission regulations and site readiness.
Manages direct report timecards on a weekly basis, adjusting staffing needs, minimizing overtime situations and consulting employees of discrepancies when identified.
Performs regular review and maintenance of physician, surgical and planned ancillary service schedules and templates to ensure accuracy, resource availability and timely notification to patients with scheduling changes.
Monitors daily bed census and serves as a liaison to the bed management team and/or charge nurse to validate bed assignments and readiness for incoming admissions.
Provides additional oversight to interpretive services ensuring proper mechanisms are in place to schedule and coordinate services as identified needed for patients and families.
Monitors, reports and makes recommendations to Manager for modifications as needed to incoming call lines ensuring calls are answered in a timely manner, correct information is shared and in a professional and courteous manner with resolution reached prior to the end of call or transfer.

Benefits

A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location.
Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs.
Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider.
We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account.
Additional benefits include tuition reimbursement, parenting resources from our experts and professional development opportunities within the organization, just to name a few.

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