Supervisor, Patient Access - OC Hospital

Supervisor, Patient Access - OC Hospital

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix.

Our dedicated and compassionate employees are driven by a common mission:
To deliver the cures of tomorrow to the people who need them today. This role is responsible for the success of front-end registration and scheduling which focuses on delivering an extraordinary patient experience. This supervisor has day-to-day operational oversight for personnel management, quality assurance, resource management, implementing change, and providing occasional frontline coverage. Oversight includes patient check-in/out, front end insurance verification, compliance data entry/quality, outbound scheduling calls, point-of-service collections and provides occasional frontline coverage.

Seeking a Supervisor with a strong background in Patient Access, preferably in a hospital and inpatient Admitting setting. To lead our patient access team for our new inpatient facility in Orange County. Ideal candidate will have the ability to support our new facility opening to ensure seamless implementation of team workflows, system integration, compliance with regulatory and financial policies.

Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout work week, reassess staffing levels to identify and achieves staffing optimization.

Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.

Monitors staffing productivity and quality by monitoring thresholds and benchmarks. Provides constructive feedback to staff and senior leadership. Responsible for implementing quality control audits to monitor the quality of work and provide retraining as required to maintain performance standards. Establish and foster excellent customer service practices supporting the daily needs of patients, caregivers, providers and staff. Oversees effective customer service systems, communication and feedback.

Serve as the first line of communication and follow through for patients via direct means, telephone, email, and written correspondence. Respond and solve problems, including internal and external complaints.

Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems. Manage change to achieve the required strategic planning outcomes.

Continuously assess and streamline processes, establishes and implements standard work, maintains performance boards, monitors metrics, provides agent performance data and expectations to staff on a continuous basis, coordinates meetings…