Supervisor, Patient Access - Spine Center, Tampa

Orlando Health•Tampa, FL

2d•Onsite

About The Position

Assists the Manager, Patient Access to provide customer service to patients and meet the standard goals of patient access department activities. All Inclusive Benefits (start day one) Health/Dental/Vision/Life Insurance, Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees. Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida. Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Requirements

Associate degree in Healthcare Administration, Business, Finance or related field. Two (2) years of directly relevant experience in the field of Healthcare Patient Financial Services may substitute for the Associate’s degree (in addition to the requirements listed in the Experience section). Must meet Corporate Organization and Development and Patient Financial Services annual educational requirements.
Four (4) years of experience in a financial, business office, or customer service environment required.
Proficient in MS Windows environment.
Proficiency in Microsoft Office applications required.
One year (1) prior supervisory, lead or preceptor experience required.
Previous Patient Financial Services experience required.

Responsibilities

Understands the importance Orlando Health places on providing exemplary customer service and performs job functions in a manner that helps meet the department customer service goals.
Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times.
Identifies customer service issues and resolves or initiates necessary follow-up. Implements service recovery efforts as appropriate.
Meets and exceed all performance standards and essential functions of each Patient Access Financial Counselor position.
Demonstrates excellent verbal and written skills.
Possesses ability to provide positive communication and coordination with all hospital departments to ensure positive patient access and effective patient flow.
Responsible for interviewing eligible job applicants and making hiring decisions.
Oversees department training process.
Responsible for implementation of new process improvement procedures.
Addresses and resolves internal and external issues related to Patient Financial Services functions.
Provides coaching, counseling and guidance to all team members.
Responsible for conducting performance evaluations to include 90 Day Evaluations and Coaching Plans.
Provides necessary involvement and feedback related to Incident Reports and Risk issues.
Monitors and acts on Human Resource items including but not limited to FMLA, LOA, Master Change, Employee Incident Reports and Worker’s Compensation issues.
Coordinates with Information Services Security department to obtain access to appropriate menus and systems for team members.
Performs the duties of a system super user.
Participates in the creation and review of Patient Access policies and procedures.
Creates reports, assembles information and interprets data related to department functions.
Sets individual quality assurance goals for team members in conjunction with corporate Patient Access standards.
Works with manager to set individual productivity goals and ensure equitable distribution of work load.
Ensures appropriate department staffing levels to meet patient volume needs.
Maintains responsibility for departmental operations on a 24 hour a day, seven days a week basis.
Processes time off requests and has final approval of department work schedules.
Performs timekeeper functions for department.
Ensures team member compliance with all corporate education and recertification requirements.
Ensures staff and department compliance with federal, state and hospital regulatory requirements related to compliance.
Initiates and facilitates department staff meetings and attends other meetings as assigned.
Maintain working knowledge of current ICD and CPT codes
Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
Able to maintain compliance with all Orlando Health policies and procedures.
Able to maintain reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Assists manager in planning and organizing department activities
Attends educational opportunities outside of department as directed by management.
Ensures department operates within established budget limits, emphasizing line items related to salary dollars and supplies.