Supervisor, Patient Access

Summit Pacific Medical Center•Elma, WA

4d•Onsite

About The Position

The Patient Access Specialist Supervisor is a functional expert for all aspects of Patient Access and serves as a resource to Summit Pacific Medical Center (SPMC) for procedural, technical and workflow concerns or issues. The Patient Access Specialist Supervisor will be held accountable for ensuring patients are accurately scheduled and registered for their clinic and hospital services, as well as various other position functions to ensure patients are supported through their entire patient care experience including financial liability by providing excellent quality and compassionate customer service. The Patient Access Specialist Supervisor collaborates and supports the Patient Access Manager to develop and execute appropriate action plans to resolve issues and trends.

Requirements

Two years of supervisory experience.
High school diploma or GED required.
Five years of Healthcare Patient Access experience preferred.
Knowledge of healthcare revenue cycle preferred.
Knowledge of medical terminology is preferred.
Comprehensive knowledge of the Patient Access processes and tasks.
Ability to thrive in a fast-paced setting while providing timely and exceptional customer service.
Ability to develop and maintain proficiency with insurance verification processes via electronic and telephone systems.
Ability to cultivate effective partnerships and work in collaboration with providers, other health care professionals, caregivers, patients and community members.
Strong leadership, facilitation, delegation, and coaching skills.
Proficient in the use of current technology, including Microsoft Office products.
Ability to learn and effectively use electronic medical records and other systems and equipment.
Professional and effective written and verbal communication skills.
Ability to identify and employ communication strategies appropriate to the audience and demonstrate sensitivity to others emotional, social and mental health needs.
Ability to maintain accurate documentation and records in a timely manner.
Ability to work independently performing a wide variety of assignments that require the use of independent judgment, systems-thinking, problem-solving, organization, and prioritization skills.
Ability to remain calm, professional, and on-task during emergencies, high-volume or stressful times.
Basic mathematics skills and knowledge of payment processing functions.
Ability to work collaboratively and to serve as a credible and positive role model; leadership and coaching skills as needed to effectively train and develop others.

Nice To Haves

Associates Degree preferred.
Basic Life Support (BLS) certification encouraged.

Responsibilities

Leads the development, implementation, ongoing assessment and improvement of Patient Access programs, patient-care protocols, standards of care, policies and procedures. Monitors outcomes; identifies opportunities/gaps and initiates appropriate enhancements and/or corrections. Disseminates new or revised policies, procedures and initiatives.
Develop best practices by partnering with other department and team members in examining data and identifying trends to ensure optimal patient flow and quality customer service.
Schedule and register patients into applicable software system(s) while ensuing the integrity and accuracy of data collected, including patient identification, insurance and benefit verification. Assist in final determination of pre-service clearances.
Review and approve time cards to ensure employee time is recorded accurately per SPMC policies.
Manage Patient Access workque assignments and other tasks. Identify training opportunities by auditing employee accuracy data.
Develop and deliver initial and ongoing training for Patient Access staff, including insurance and payer education.
Perform Patient Access employee reviews per SPMC policies. Provide coaching, corrective actions or process improvement plans based on employee performance reviews. Mentors and foster growth of staff for personal and professional growth.
Verify acquisitions of referrals and pre-authorizations for applicable services.
Operate multi-line telephone system to receive, route and respond to incoming phone calls in a timely, professional manner. Manage and report out phone-related activities including call volumes, wait times and abandoned calls.
Perform point of service collections for patient financial responsibility, not limited to but including, co-payments, co-insurances and statement balances. Generating payment receipts, opening, closing and reconciling all daily cash drawers.
Assist with patient inquiries, requests and other concerns. Manage and complete patient survey results, UORs and Action Cue events.
Accurately process incoming, outgoing and inter-office mail.
Perform all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.
Consistently demonstrate SPMC values by providing excellent, compassionate customer service.
Performs special projects and other related duties as assigned.
Adapts to changes in the work environment: Asks clarifying questions and/or provides constructive input in a helpful and respectful manner. Demonstrates flexibility.
Builds and maintains working relationships: Maintains effective working relationships with supervisor and direct co-workers. Builds and maintains relationships across the organization.
Creates positive experiences for patients, customers and, co-workers: Consistently provides a level of service that meets SPMC standards. Anticipates others’ needs and responds proactively; goes above-and-beyond to provide exceptional service.
Demonstrates ongoing learning & development: Participates in ongoing skills training and competency development. Assists in training others.
Exhibits effective work skills: Successfully performs job duties in accordance with SPMC expectations for quality/accuracy, quantity, and timeliness. Re-priorities and/or shifts focus as needed to deliver expected results. Demonstrates initiative; successfully performs advanced job duties. Monitors workload and effectively prioritizes tasks to achieve desired results.
Facilitates Teamwork: Actively engages in team activities. Welcomes and supports new team members; promotes a positive work environment. Meets team deadlines and responsibilities. Helps orient and acclimate new team members.
Fosters an environment of trust: Treats others with courtesy and respect. Does not engage in gossip or triangulation. Is respectful and courteous in difficult situations. Redirects those who engage in behavior that undermines trust.
Supports SP mission, vision, and values: Develops awareness of departmental contribution to mission, vision and strategy. Participates in department strategies and tactics. Provides thoughtful and constructive input for strategic planning. Takes initiative to execute tactics.

Benefits

Competitive Compensation
Medical
Prescription
Dental (including Orthodontia)
Vision
Healthcare FSA and daycare FSA
Daycare subsidized benefit
Life Insurance
Accidental Death and Dismemberment (AD&D)
Short- and long-term disability
Generous employer 403b match contributions for retirement
457 retirement account for additional funds
Employee Assistance Program (EAP)
Tuition reimbursement
Smoking Cessation Assistance
Employee Wellness Program
Employee Committees to participate in such as Spirit Team
Beautiful on-site gym for employees
Instructor led fitness classes for employees, including Yoga, Kettlebells and Bootcamps
Walking trails on site