Supervisor Access Services

Supervisor of Access Services

The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.

Essential Functions of the Role:

• Supervises daily activities of an assigned Access Services unit. Prepares and directs schedules to ensure appropriate staffing 24-7. Monitors attendance of team members and schedules breaks and shifts as necessary. Accountable for overseeing daily operations and workflows. Ensures customer and department satisfaction. Ensures timely follow-up and escalation recovery is performed.
• Monitors all outbound and inbound team activities according to performance goals. Improves quality by evaluating processes and recommending changes.
• Coordinates and enforces system policies, procedures, and productivity standards. Performs routine call quality reviews on recorded or live calls. Follows established procedures. Performs account research to assist with system-level initiatives or requests. Immediately reports any performance, productivity, and behavioral issues regarding staff to management for review.
• Monitors financial performance by ensuring financial conversations and collection attempts. Assists Access Services Director and Manager with adjusting staff to volumes.
• Motivates and mentors team members to maintain a positive work environment. Creates and implements goals, action plans, and incentives to drive production results.
• Performs call monitoring, coaching, training, and feedback and disciplining. Coaches, counsels and motivates employees.
• Serves as a role model for staff in maintaining effective communication. This includes communication with employees, patients, guests, insurance companies, employers, doctors, and hospital personnel.
• Acts as an information source to ensure resolution of customer inquiries and complaints. Handles escalations on an as needed basis.
• Administers and handles escalation requests for system and Revenue Cycle policies. These include Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.
• Participates in the hiring process and manages performance, recognition, and disciplinary actions. Assists with interviewing applicants, hiring, and performance reviews.

Key Success Factors:

• Requires knowledge of general insurance terms, including governmental and commercial payers. Requires basic knowledge of medical and coding terms.
• Proficient typing and keyboarding skills. Basic computer skills and Microsoft Office.
• Demonstrated ability to work autonomously.
• Proven written and verbal communication skills.
• Works unsupervised and self-starter.
• Proven ability to problem-solve, perform critical thinking.
• Requires excellent listening and communication skills, and professional telephone etiquette.
• Maintain a professional demeanor in stressful and emotional environments. This includes crime, behavioral health, suffering patients, and life or death situations.
• Must exhibit high empathy and communicate well with patients and families during trauma. Demonstrate exceptional customer service skills.
• Ability to maintain patient confidentiality in accordance with HIPPA guidelines.

Belonging Statement:

We believe that all people should feel welcomed, valued and supported.

Qualifications:

• Education - Associate's or 2 years of work experience above the minimum qualification
• Experience - 2 Years of Experience