Patient Access Supervisor, M-F - Main Campus

Job Summary

Under the direction of the Patient Access Manager, the Patient Access Supervisor oversees the activities of the Patient Access Specialists to ensure daily operations within the supervisor's domain are operating effectively and efficiently. The supervisor coordinates day-to-day operations associated with the accurate and timely gathering of demographic, medical, insurance, and financial information, verification of benefits, electronic billing, fast track of patients, and collection of patient liabilities at time of service. The supervisor provides guidance and coaching to patient access staff directly to achieve positive customer relations while obtaining elements mandated by Health Information Services and Patient Financial Services in compliance with regulatory requirements. Assist in performing all Patient Access Specialists functions due to staffing issues when necessary and assumes responsibility for the department in the absence of the manager. Responsible for hiring, firing, discipline, and employee evaluations. Supervisor will ensure adequate staffing needs and work schedules. On call 24/7 (including inclement weather). Responsible for addressing denials--working with providers to ensure EHS receives payment. Have oversight to ensure that every patient that comes into the hospital meets their financial obligation. Supervisor will ensure all departmental and administrative policies are adhered to in daily operations. Keeps current on all policies, procedures, and developments that affect patient access services and assures unit staff understands and use such information in daily work. Position carries out duties and assigned special duties including complex tasks or reports. Demonstrate good leadership and supervisory skills, driving the team to achieve goals and objectives.

Education:

Required:

Associate's Degree in Business Administration or healthcare related field or equivalent work experience is required.

Preferred:

Experience:

Required:

2 years experience in front end revenue cycle operations or commercial and governmental insurance claims center. Proficiency in positive customer relations is required. Demonstrated knowledge base of patient access, patient financial services policies and processes. Knowledge base of ICD9/CPT terminology and processes. Moderate skill sets with MS Excel, Word, PowerPoint. Moderate mathematical skills of addition, subtraction, division, multiplication, and moderate ability to interpret statistics. Basic ability to interpret fiscal budgets. Demonstrate comprehension of Medicare/Medicaid Guidelines, The Joint Commission, DNV and State regulatory agencies rules and regulations related to patient access operations. Demonstrates consistent skills with follow through and attention to details. Works effectively in a multi-task environment, prioritizing tasks properly, and completing tasks/projects in a timely manner. Demonstrated proficiency in written and verbal communication skills. Demonstrated ability in leadership and measureable outcomes and lead change. Ability to work in a fast paced environment and remain flexible under stressful situations.

Preferred:

Consideration maybe given for any combination of experience and education. Experience with Invision, McKesson Star or Epic HIS systems.

Position Requirement(s): License/Certification/Registration

Required:

Preferred:

Certified Healthcare Access Associate or Certified Healthcare Access Manager from NAHAM

Responsibilities

• Service Excellence

1.1 Monitors quality and outcome standards and assists with providing training for employees who fall below expected thresholds. Provides continuous feedback to direct reports regarding their work performance and recognizes staff for exceptional quality of work, customer relations and cost containment efforts, as appropriate.

1.2 Ability to facilitate positive working relationships and constructively with clients, families, co-workers, administration, other clinic departments and other health professionals.

1.3 Ensure workflows and defined processes are hardwired with front line staff and are best practices.

1.4 Monitoring staff daily productivity to ensure towards ensuring peak performance through quantitative and qualitative measurements.

1.5 Monitor as well as assist manager with developing training materials for new technologies and processes as needed.

1.6 Excellent communication, customer service and time-management skills. Practice and adhere to the philosophy of Erlanger's 'Mission, Vision and Core Values' statement.

1.7 Responsible for managing patient complaints and ensuring appropriate resolution including:

a) Effectively intercedes with family and patients to resolve concerns related to the delivery of health care services.

b) Assists with investigation of facts related to patient complaints and incident reports.

c) Escalate concerns and complaints to superiors in a proactive manner

1.8 Promotes a high quality work environment to motivate staff and promote teamwork.

1.9 Supervise front line staff make excellent first impression with patients and families by ensuring they are treated with empathy, kindness, and respect.

1.10 Oversight of ensure front line staff make an excellent first impressions with patients and families. Ensures that patients, their families, visitors, customers, and staff members are treated with kindness and respect.

• Operations Management

2.1 Monitor policies, procedures, job aids, and process flows to support

On-going operations.

2.2 Hire, fire, discipline and evaluate employees. Provides training programs and oversees new employee orientation to PAS operations.

2.3 Monitors processes and standardized systems for collecting, analyzing and reporting patient satisfaction data and key performance indicators.

2.5 Responsible for staff schedules to ensure adequate coverage during hours of operation. Maintains compliance with minimum staffing expectations.

2.6 Responsible for review and oversight of time and attendance system for proper submission to Payroll department.

2.7 Responsible for documenting personnel not following defined departmental and administrative policies. Exercising sound judgment and escalating personnel issues to superiors when determined.

2.8 Ensures daily huddles are conducted and attendance is documented.

2.9 Responsible for the oversight daily operations of assigned patient access functions in defined area of responsibility.

2.10 Responsible for taking part of on-call schedule with 24 hour accountability for\staff in the assigned area of responsibility.

2.11 Performs other duties and tasks as assigned by Manager or Director.

2.12 Accepts responsibilities and accountability for all functions of the department in the absence of the Manger.

2.13 Must be tolerable to frequent work interruptions, organize work and reset priorities in order to complete work responsibilities in timely manner.

2.14 Manages cash collections and efficient processing of co-pays, deductibles, co-insurance. Ensures accuracy with pre-registration, registration, pre-certification, authorization, and insurance verification. Have oversight to ensure that every patient who comes into the hospital meets their financial obligation.

2.15 Assists manager with feedback and documentation when conducting yearly and special performance appraisals for the staff and recommends promotions and disciplinary actions to manager.

2.16 Monitors staff and departmental point of service collections towards meeting month end and year end collection goals.

2.17 Responsible for Financial Advocates that go to nursing floors to meet with patients to discuss their financial liability with EHS.

2.18 Performs other duties as assigned.

• Budget Management

3.1 Assists in monitoring budget reports to meet monthly fiscal and productivity goals.

3.2 Monitors overtime and supply expenses are within budget limits.

3.3 Provides manager with supported documentation in preparing capital and operational budgets.

3.4 Responsible for the appropriate use of assigned resources.

• Joint Commission, DNV and Regulatory Compliance

4.1 Maintains compliance with HIS standards including:

a) Efficient document imaging procedures that ensure patient records are quickly and accurately scanned into the medical record.

b) Quality control procedures that monitor the completeness and accuracy of document imaging procedures, and track errors occurring during the document imaging process.

c) Follows all safety policies and general housekeeping practices. Ensures the area and its equipment and supplies are neat, clean, safe and utilized appropriately at all times, and participates in emergency drills.

d) Reports any broken equipment in their area to appropriate resources to replace or fix.

4.2 Follows all established policies, guidelines, and procedures, including federal and state regulations to assure safe practices and quality patient care. Includes following of Universal Precautions and Infection Control Standards and compliance with Joint Commission, DNV and HIPAA Regulations.

4.3 Ensure patients receive their Patient Rights, Important Message from Medicare, and Red Rules are followed.

4.4 Ensures compliance with federal, state, and local laws and regulation as we as compliance with Erlanger Health System policies.

4.5 Monitors and ensures compliance with all Privacy and HIPAA related activities.

4.6 Maintains compliance with standardized patient registration protocols for efficient patient processing systems that minimize wait time and ensure accurate and timely completion of patient record.