Supervisor of Patient Access Services

FLSA STATUS

Exempt

• High School diploma or equivalent education (examples include: GED, verification of accredited homeschool equivalency, enrollment or completion of post-secondary education, etc.)
• Associate’s degree preferred

• Four years of patient access services or related experience, of which one year must have been in a lead/coordinator role in healthcare; may consider HM employee with four years of patient access services or related experience with HM performance that demonstrates leadership responsibility

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message
• Demonstrates the ability to interact with others in a way that gives them confidence in one’s intentions and those of the organization
• Demonstrates leadership qualities and critical thinking through self-direction initiative, effective interpersonal skills, and oral/written communication skills
• Ability to identify and understand issues, problems and opportunities; and recommend solutions
• Ability to work effectively in a fast paced environment
• Demonstrates flexibility and adaptability in the workplace
• Computer skills to include proficiency in MS Office and EMR software
• Functional knowledge of revenue cycle and managed care

• Participates in management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department. Provides development and mentoring of staff. Ensures that all department staff are properly trained and comply with all policies and procedures. Assists with meeting or exceeding threshold goal for department turnover.
• Consults with department leadership on coaching/corrective counseling and staff performance to achieve desired outcomes. Conducts new hire feedback sessions and provides recognition/commendations, as appropriate.
• Creates and maintains an environment of collaboration by role modeling teamwork within the department. Effectively interacts within and between departments ensuring seamless flow of information/communication. Role models clear and professional communication to facilitate problem resolution to achieve mutual understanding. Teaches others to critically think by verbally expressing rationale for decisions and follows up consistently.
• Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators.

• Oversees daily department operations, schedule and activities. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.
• Organizes the workflow, proactively problem solves, anticipates needs, and manages multiple ongoing priorities. Provides reports to management of needs, issues to be addressed, and all important information necessary to ensure department success. Serves and actively participates on various committees as directed.
• Communicates with patients, family members, physicians, other hospital departments and/or any other outside parties to solve existing and/or potential problems related to patient access services processes.

• Ensures a safe and effective working environment; assists in monitoring and/or revising the department safety plan and/or any specific accreditation/regulatory agency required safety guidelines.
• Uses and optimizes information systems to enhance operations; participates in performance improvement and data…