Supervisor Patient Access

Hospital for Special Surgery•Wellington, FL

10d•Onsite

About The Position

The Patient Access Supervisor is a managerial role within HSS Patient Access department. Their responsibilities encompass overseeing and directing the activities of a team of Patient Access Specialists, Patient Access Lead and Patient Access Coordinator. The Patient Access Supervisor plays a critical role in maintaining smooth patient interactions, optimizing processes, and facilitating effective communication between patients, staff, and healthcare providers. Under the guidance of an Assistant Director, Director and/or Executive Leadership, the Patient Access Supervisor supervises and oversees the Patient Access department. As the Registration supervisor on-site, the PAS Supervisor is responsible for overseeing the day-to-day activities of a Patient Access area to ensure patient flow runs smoothly. The PAS Supervisor is a super-user of Epic registration and all systems and tools used by the department. The Supervisor can proficiently perform all routine patient access tasks and duties incidental to the work described herein. This requires intimate knowledge of the department and hospital policies, services, layout, and organization. The PAS Supervisor is responsible for the new hire interview and onboard processes, job training, education, and registration support. The Supervisor runs reports, distributes work assignments, and reviews PAS efforts for quality and achievement of PI initiatives. During monitoring efforts, the Supervisor may be first to identify a need and therefore offer real-time in-service or training for PAS staff. Additionally, the Supervisor will complete performance evaluations and identify issues of the department staff and overall effectiveness of department policies, procedures, and practices. The PAS Supervisor manages staff schedules and coverage, directs the work of others, and monitors key metrics. The PAS Supervisor responds timely to the needs of registration front-line staff and is responsible for resolving escalating front-end matters and/or whenever there is a need for service recovery. The person in this role also serves as a change agent; implements new initiatives, actively participates in performance improvement activities, assists with reporting of statistics, and ensures compliance of all work-related activities.

Requirements

Excellent time-management, organizational, and problem-solving skills in a fast-paced environment.
Detail-oriented, demonstrated ability to prioritize and multi-task requests.
Strong communication skills and emotional intelligence, with an emphasis on listening and interpreting body language required.
Pleasant and amicable character, strong interpersonal skills, and ability to develop relationships with every patient type.
Adherence to patient privacy and HIPAA protection of data, information, as well as other HSS policies
EPIC experience preferred and quick to learn hospital technologies.
Self-motivated, detail-oriented, and pragmatic; Energized by working in a fast-paced, evolving environment
Bachelor's degree
Two years in a healthcare or related customer service field
Familiarity with medical terminology and medical billing/insurance is helpful; the ability to learn and apply new information quickly is key

Responsibilities

Manage and lead a team of Patient Access Specialists, ensuring their training, performance, and development.
Supervise patient registration, schedule appointments, and insurance verification processes.
Coordinate with medical staff to optimize patient flow and ensure accurate information exchange.
Handle escalated patient inquiries, concerns, and complex cases.
Implement and enforce policies, procedures, and privacy regulations (e.g., HIPAA).
Analyze data and metrics to monitor operational performance and identify areas for improvement.
Collaborate with other departments to enhance overall patient experience and operational efficiency.
Conduct performance evaluations and provide regular feedback to team members.
Participate in leadership meetings and contribute to strategic planning for the Patient Access Department.
Ensure compliance with billing and reimbursement guidelines related to Patient Access.