Assistant Manager-Patient Access Call Center

Unit/department/service line: Patient Access Insurance Center/Chambersburg

Status: Full Time

Schedule: Dayshift Monday - Friday

Weekend Requirement: None

Holiday Requirement: None

Call Requirement: None

General Summary

Assists in the management of Patient Access Department operations. Supervises and evaluates staff, prepares work schedules, and process Kronos records.

Duties and Responsibilities

Essential Functions

• Demonstrates service excellence and patient and family centered care by showing respect, honesty, fairness and a positive attitude toward all customers
• Maintains confidentiality.
• Demonstrates dependability, to include attendance and punctuality.
• Is accountable - takes initiative and ownership of issues.
• Displays a professional demeanor. Represents hospital in a positive way. Has a compassionate working relationship with patients and families.
• Assumes personal responsibility for 2-way communication. Communicates and listens effectively with patients, families, coworkers, other departments, physicians/providers and community.
• Supports coworkers, initiatives and a patient and family centered philosophy; pitches in; does own part and helps others.
• Works to continuously improve work environment/processes (Performance Improvement). Demonstrates a patient and family centered focus when considering/developing improvement solutions.
• Represents willingness/enthusiasm to create, embrace and facilitate change.
• Develops self and others; supports a learning environment; leads by example. Encourages patients and families to give feedback and suggestions for improvement.
• Develops working relationships critical to the organization including patients, families, coworkers, other departments, physicians/providers and community.
• Encourages others by providing recognition and support.
• Improves employee and organization's performance by removing roadblocks and empowering staff to take ownership and to be self-directed.
• Ensures that a performance improvement plan and/or disciplinary action is initiated where needed to assist employees to achieve performance standards.
• Thinks critically; utilizes sound judgment; promptly reports potential risks.
• Maintains state of art knowledge of area of specialty, healthcare trends and practice, and populations served.
• Maintains a level of computer literacy appropriate to their role.
• Meets and maintains current all unit specific and organizational skills/competencies, certifications/licensures, as required.
• Completes hospital-required reviews, e.g. HIPAA, safety, health screening, care concerns, and others as assigned.
• Adheres to National Patient Safety Goals.
• Completes required reports (e.g. PI Dash Boards, benchmarks, etc.) on time.
• Insures that 100% of all employees have current licenses, completed yearly health checks, CPR, orientation or re-orientation, where applicable.
• Completes 100% of employee evaluations on time, in a thoughtful and constructive manner. For non-bargaining employees, follows established guidelines for recommended increases.
• Displays ability and skill in budget development, monitoring, and remaining within budgetary limits. Flexes costs downward when necessary, especially when scheduling and monitoring hours worked
• Evaluates operations from a workflow perspective and responds appropriately, redesigns per customer needs and competitive benchmarks.
• Consistently takes ownership of customer problems and follows through to close the loop with the customer.
• Demonstrates the ability to actively listen to employees and customer.
• Maintains the ability to communicate honestly with each customer.
• Listens actively to complaints without being defensive and follows through to make things right.
• Completes departmental competencies.
• Measures competencies of all employees at effective intervals.
• Participates in projects to install or upgrade computer systems. Tests software to ensure accuracy of data and workability of functions.
• Communicates changes in EMR functionality to staff as upgrades and service releases are installed. Continually educates employees about capabilities of the computer system to promote efficiency and accuracy.
• Completes and posts work schedules according to business needs and the guidelines established in the union contract. Serves as point of contact for sick calls as assigned.
• Enters and authorizes payroll information in Kronos so that employees are paid appropriately.
• Communicates process change and work requirements to staff.
• Interviews applicants and communicates recommendations in hiring decisions.
• Prepares feedback to department on quality indicators.
• Coordinates communication to staff regarding errors.
• Addresses conflict when necessary.
• Conducts staff meetings.
• Serves as resource in disaster drills or actual disasters.
• Coordinates or assists in coordinating reports needed by other departments.
• Consistently encourages staff interactions to increase morale; resolves issues whenever possible, supports and attends Article 17 meetings.
• Consistently manages and directs financial resources in a manner consistent with hospital policy and the organization's goals and objectives.
• Provides other duties as assigned; performs support or technical duties of staff employees as required.
• Routinely conducts orientations, including narrative information and patient safety, age/population specific competencies for evaluation of employees.
• Seeks and implements performance improvement activities through benchmarking that provide improvements in staff performance or patient outcomes
• Provides guidance to Patient Access Specialist in communicating need for waivers/ABN’s to check in areas.
• Manages communication with office and or patient when test/procedure needs canceled while waiting for authorization.
• In event of emergency or short staffing, will function in role of Patient Access Specialist as needed.

Qualifications

Minimum Education

• Associates Degree Required

Work Experience

• Less than 1 year Applying customer service behaviors and communication skills Required
• Less than 1 year Prior Leadership experience Preferred
• Less than 1 year Scheduling and registration if assigned Patient Access Scheduling Preferred
• Less than 1 year Insurance verification and authorization of patient studies if assigned Patient Access Insurance Preferred

Licenses

• Certified Revenue Cycle Representative Upon Hire Preferred

Knowledge, Skills, and Abilities

• Core Values: Integrity, Compassion, Excellence, Service
• Annual Health Screening with Infection Control and Blood Borne Pathogens Education
• Safety Awareness: Hospital Fire, Safety, and Disaster Procedures
• Confidentiality: Maintains Employee and Patient Confidentiality
• Attendance: Regular attendance is an essential function of the position
• Character: Attitude, Integrity, Role Modeling
• Job Performance: Results Orientation, Customer Focus, Decision Making, Awareness
• Interpersonal Skills: Communication, Relationship-building, Team Player, Celebration
• Innovation: Breakthrough Thinking, Knowledge-Building/Sharing, Coaching/Empowering, System Vision & Management

Benefits Offered

• Comprehensive health benefits
• Retirement savings plan
• Paid time off (PTO)
• Education assistance
• Financial education and support, including DailyPay
• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)

WellSpan Health’s vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region’s largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.