Supv Patient Access

SUMMARY

The Ambulatory Patient Access Supervisor reports to the Ambulatory Patient Access Manager. Responsible for the supervision of patient access activities including integrated and seamless scheduling and pre-registration/registration of patients for future services, organizing and directing the non-clinical operations of the ambulatory call center and referral departments. Ensures the smooth and efficient operations of the Ambulatory Department within the framework of Brown University Health's Quality Priorities to provide high quality care, excellent customer service that promotes positive patient experiences.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect and Excellence, as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

Instill Trust and Value Differences

Patient and Community Focus and Collaborate

In addition, our leaders will demonstrate an aptitude for:

Ensure Accountability and Build Effective Teams

Drive Vision and Purpose and Optimize Work Processes

By applying core and leadership competencies, leaders help Brown University Health achieve its strategic goals.

• Supervises assigned staff. Interviews prospective employees and recommends selection. Schedules, trains, assigns work to, assess employee performance, assists in the completion of performance evaluations and recommends salary adjustments, where appropriate. Counsels employees and recommends corrective action.
• Prepares daily work schedules; assuring adequate coverage at all times; adjust schedules as necessary as result of anticipated/emergent staff shortages. Recommends changes to staffing levels as appropriate. Assists in creating employee graphs.
• Ensures staff is properly trained in all functions, including development and maintenance of effective customer relations and maintenance of patient confidentiality.
• Assists with the development, planning and directing the efforts to improve efficiency and effectiveness to achieve goals for financial performance, quality and regulatory adherence.
• Works collaboratively with Ambulatory Patient Access Manager and the Director, Medical Director and others to enhance patient safety and reduce unintended adverse patient outcomes and client dissatisfaction.
• Promotes opportunities for teamwork among all supervisors and staff. Promotes employees' participation in problem-solving and decision-making in matters affecting them.
• Monitors effectiveness of practice operations; recommends changes for approval; implements approved changes as appropriate. Assists in creating and updating policies on an as needed basis.
• Ensures the appropriateness and timeliness of all practice activities, including, but not limited to, scheduling, template build, accurate insurance documentation, referrals, verification's and authorizations.
• Provides for the maintenance and repair of the division's equipment, request service as appropriate and within level of authority. Investigates reasons for delays; informs others of causes. Distributes inventories as appropriate; ensures proper storage of same.
• Ensures all activities meet or exceed customer expectations. Develops, maintains and enhances relationships with others within and outside the practices, including practice staff, patients and families, vendors and others within Brown University Health and outside of Brown University Health.
• Demonstrates understanding of job description, performance expectations and competency assessment plan.
• Participates in or leads various teams related to quality improvement as necessary.
• Active participant in practice-related meetings of relevant clinical departments. Prepares materials for those meetings as requested.
• Oversees the referral process and assists with quality control issues or concerns.
• May periodically perform the work of staff on an as needed basis and to ensure the smooth
• Performs other work as assigned.

• Bachelor's degree in business or related field or any combination of education and experience that would provide the required knowledge, skills, and abilities.
• Must have a thorough knowledge of outpatient care services, referral process, and insurance verification.
• Highly developed skills using personal computer tools including computerized healthcare information system, word processing, spreadsheets and presentation applications.
• Strong managerial skills, including coaching and mentoring.

• Five years overall experience which includes comprehensive experience with in-depth knowledge of outpatient services, customer services, and registration process, preferably gained in a similarly large and complex healthcare organization .At least three years previous supervisory experience.