Supervisor, Patient Access Services - Business Office

Job Description

Position Summary

The Supervisor has responsibility for assisting with the daily management of Patient Access staff for assigned department. Promote best practices in the hospital for scheduling, pre-registration, registration, admission, point of service collections and financial assistance in support of patient satisfaction and revenue enhancement. The Supervisor provides leadership support and direction to staff to ensure excellent customer service to internal and external customers and the efficient process flow to service delivery areas.

Responsibilities

Assists with reviewing daily, weekly and monthly staff quality and production reports to ensure all areas of operations are performing at the best practice levels and adjust accordingly

Ensure staff complete work with a sense of accountability and ownership, as relates to their work area assignments by closely monitoring department metrics related to productivity and quality

Conduct daily rounding, regular one-on-one meetings with all direct reports, and regular unit meetings to identify and resolve any issues

Serves as liaison to core services for financial clearance, training, quality assurance, analytics and performance improvement

Assists manager with developing direct reports to improve skills as needed or deficiencies are identified

Evaluates staff performance in accordance with the performance appraisal process

Promote staff engagement and employee commitment

Maintain a thorough understanding of all core registration processes, point of service collections, financial assistance, Medicare and Medicaid program benefits, insurance requirements and payer authorizations to ensure that all financial clearance requirements have been met

Demonstrates an extensive and functional knowledge of all systems and software utilized within Patient Access

Consistently review the performance of completed work for direct reports

Adheres to Quality Assurance measures and metrics which report any trends or process improvement opportunities for each project, office, and Revenue Cycle division

Supports manager by administering Quality Assurance materials including individual quality assessments

Meets regularly with manager to review personal and service line progress, and to collaborate on strategies for meeting and exceeding customer expectations

Maintain product knowledge expertise including new product roll-outs, upgrades and enhancements

Audit accounts to ensure all quality assurance standards are met including demographic, insurance payor information and signatures are acquired for consents and documented correctly

Collaborates with manager in the coaching/education training to staff members

Minimum Requirements

Minimum Qualifications

5+ years direct Patient Access operational experience in scheduling, registration, referral management/authorizations and/or as a PAS Team Lead in a physician's office or hospital setting.

Patient Access Certification with the National Association of Healthcare Management or other certifying agency may be supplemented for two of years of the required experience.

5 years Customer Service Experience Excellent verbal and written communication skills

Solid problem-solving capabilities to identify data integrity and compliance issues, prepare audit reports, and identify trends

Proven ability to effectively lead a group and collaborate with multi-disciplinary teams

Proficient computer skills; Experience with Microsoft Office applications (Outlook, Word, Excel and PowerPoint)


Preferred Requirements

Associate's Degree in Healthcare Management, Business Administration, Medical Office Administration or related discipline preferred with 3 years direct registration, scheduling, referral management and/or authorization experience

Working knowledge and proficiency in using EPIC Cadence/Prelude/Referral modules

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.