Patient Access Supervisor (Healthcare)
**THIS POSITION WILL FLOAT AND OVERSEE THE CUYAHOGA FALLS, KENT, AND HUDSON OUTPATIENT CLINICS**
Position Summary
The Patient Access Supervisor supervises the day-to-day Patient Access operations of the Crystal Clinic Orthopaedic Center (CCOC) at the direction of the Manager and in coordination with the Patient Access Department. The incumbent supervises the operations and support functions for pre-registration, and scheduling and/or registration areas, allowing patient's access to provide services with maximum throughput and minimal delay.
Essential Job Functions/Accountabilities
Directly oversees registration staff members at the front desk and in the scheduling areas of the department (includes detailed charge entry, and greeters where applicable) and is responsible for ensuring their work output meets or exceeds CCOC standards and their concerns are resolved; Ensures that all staff provides superior customer service, both internally and externally, via telephone, in-person, and/or other methods of communication; Supervises the maintenance of office equipment, including phones, personal computers, copier, fax machine, etc.
Oversees department operations to ensure high levels of patient satisfaction, through accurate and timely registration, insurance verification, scheduling, check-in and check-out; Performs routine reporting and audits on staff performance in multiple registration and scheduling applications, automated eligibility and insurance verification systems, and other clinical applications; provides feedback to employee and Leadership team and consistently documents results; Facilitates patient complaint resolution and documents as needed.
Responsible for all hiring and related personnel decisions, including, but not limited to, interviewing candidates, orienting and training new staff, conducting performance review evaluations, corrective action, and maintaining appropriate staffing levels in all assigned areas; Responsible for timekeeping functions and approving/scheduling paid time off and leave requests; Serves as a servant leader and acts as a technical resource for all team members and other employees throughout the department; develops effective work team(s) through the cross training of front desk, detail charge entry, pre-registration, and scheduling employees; Encourages and supports morale building activities and positive attitudes; Performs duties to promote a Best Place to Work culture and positive work environment.
Identifies barriers to patient access and works with appropriate units to resolve issues; Analyzes workflow and procedures and works with Clinic Manager and Patient Access Manager to recommend process improvement initiatives; Maintains in-depth knowledge of CCOC and departmental policies and procedures, consistently communicates updates, and provides clarification and/or training on policies with teams as needed; Assists in the development of policy and/or procedure updates, as needed. Ensures compliance of all staff with regards to point-of-service cash collections, balancing, batching, and depositing in accordance with CCOC policies.
Consistently reviews and updates specialty/physician specific scheduling guidelines and provides staff with updates.
Attends and actively participates in CCOC Supervisor/Manager/Town Hall Access meetings. Maintains in-depth knowledge of related clinical computer systems.
All other duties not specifically assigned.
Position Requirements
Education: College degree or progress towards degree preferred.
Experience: Three (3) to Five (5) years of demonstrated leadership and management experience preferred; Minimum five (5) years of experience in patient registration, scheduling, insurance office, hospital operations, or related medical operations experience preferred; Experience using clinical computer systems required; Degree/coursework equivalent in related field may substitute for one year of experience.
Technical Skills: N/A
Certifications/Licenses/Registrations: N/A
