BH Patient Access Supervisor

GENERAL SUMMARY:

Manages switchboard, scheduling and registration resources and coordinates the activities of personnel engaged in performing role specific functions. Ensures the highest levels of patient, physician, employee and other customer relations. Maintains policies and procedures and ensures competency of staff. Promotes retention of staff through recognition and promotion of teamwork. Promotes and encourages professional development of Patient Access staff. Ensures optimal patient care standards through daily interaction and role modeling. Supports and facilitates a respectful and collaborative relationship between leadership, physicians, and clinical staff.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Oversees and manages all aspects of the Patient Access team. Serves as work resource for staff; responds to staff requests for assistance; assesses and resolves each situation as appropriate.

3. *Delegates and directs workload/periodic assignments and monitors employee's progress to ensure timely completion; ensures effective employee use of time and other resources.

4. *Collaborates with physicians, other Bryan Health entities and ancillary departments to create efficient and customer-focused processes for scheduling patients.

5. *Investigates and resolves physician, staff and patient complaints.

6. *Establishes and monitors patient access systems and processes to identify errors, exceptions, and discrepancies in the scheduling, and reception/registration process.

7. Creates department meetings and huddle agendas and facilitates discussion.

8. Prepares the departmental budget for Revenue Cycle Manager review and approval.

9. *Participates in the hiring process and makes recommendations on candidates to hire.

10. Oversees and performs training, supervising, coaching, mentoring, retaining and evaluating team members.

11. *Performs Evidence Based Leadership Practices including, staff development, reward and recognition programs, thank you notes, performance evaluations, and rounding on team members.

12. Reviews and adjusts staff API entries and prepares for Revenue Cycle Manager approval.

13. Assists Revenue Cycle Manager with Nobl Rounding, engagement action planning and operationalizing strategic initiatives.

14. Prepares staffing assignments (scheduling, approval of time off, template creation, other special projects).

15. *Ensures provider schedules are up-to-date, and standard workflows are adhered to regarding appointment scheduling and registration.

16. Assists Revenue Cycle Manager to collect data and track trends related to patient access service delivery.

17. Understands and adheres to federal regulations regarding Advanced Healthcare Directives, Medicare, Corporate Compliance, OSHA and HIPAA, reports safety and customer concerns.

18. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of the latest trends in field of expertise.

19. Participates in meetings, committees and department projects as assigned.

20. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

EDUCATION AND EXPERIENCE:

Associates degree or in lieu of degree, a minimum of five (5) years of equivalent Business, Healthcare or Academia experience required. Bachelor's degree in finance or management or related field of study is preferred. Minimum two (2) years prior experience in switchboard, scheduling or registration and other revenue cycle operations preferred. Demonstrated success in a leadership role preferred.