Supervisor, Patient Access Services

The Supervisor of Patient Access Services will report to the Director of Patient Access and will be responsible for daily Shapiro Center and Admitting Center operations, including General Admitting, Obstetrical Admitting, and Family Liaison. Facilitates an efficient access process compliant with standards established by the Department, Hospital Administration, Medical Staff and outside regulatory and accreditation agencies. The Supervisor interacts with patients, families, visitors, and all levels of staff in a professional and diplomatic manner, facilitating exceptional patient experiences at a critical touchpoint in the patient care journey.

Principal Duties and Responsibilities:

Responsible for day-to-day operation of the Shapiro Center and Admitting Center, including leadership and direct supervision of staff, providing support and professional development opportunities to team members.

Facilitates interactions among staff to promote teamwork and create an overall harmonious work environment. Maintains effective working relationships with physicians, nursing, and other hospital personnel.

Responsible for troubleshooting concerns, issues and/or difficult situations and taking necessary corrective action or referring to appropriate individuals.

Assumes responsibility for monitoring and maintaining analytical awareness and communicating critical business metrics, both internal and external, such as state/federal death metrics, quality, safety, patient and employee experience, and other required as relevant, through organizational dashboards and other data sources.

Monitors, audits, and ensures daily, weekly and monthly productivity standards are met for established key performance indicators. Trends errors by team members and provides re-education as needed.

Oversees and ensures patient registration and insurance work ques are updated daily.

Assists with reviewing, updating and creating policies and procedures related to Shapiro Center and Admitting Center workflows or processes.

Acts as central expert regarding change initiatives related to team performance and operations, including system enhancements, technological upgrades, (including downtime), core competency learning and other related.

Analyzes workflow with intent to design creative schedules to accommodate changing business needs of the department. Collaborates with colleagues as needed, to ensure effective staffing levels are maintained.

Acts as a key liaison for intra-departmental, cross functional coverage, including callouts, leaves and vacations for Birth Registration Supervisor as needed, and other department responsibilities.

Assists the Patient Access Services Director in the preparation of regularly scheduled staff meetings for purpose of education and collaboration, system updates, issue identification and resolution, and seeks employee feedback to promote optimization and efficient operations in the department.

Maintains patient confidentiality and privacy by accessing patient information only to extent necessary to fulfill assigned duties. All patient information must be kept private, confidential and secure. All lists, reports, files, and documents must always be properly secured and stored. Interviews and conversations should be conducted in such a manner as to afford the patient reasonable audio and visual privacy.

Performs other duties and special projects as assigned.

Human Resources:

Creates a professional environment that encourages productivity, loyalty, job satisfaction, and a positive attitude.

Assumes lead role in the recruiting, interviewing, and final selection of new staff.

Acclimates new employees to the department, providing the necessary orientation and training to enable the team member to function effectively. Ensures new employees complete Dept. Proficiency Checklist. Provides ongoing training across the department, seeking opportunities for improvement and/or changes in the process which may impact effectiveness and efficiency.

Completes yearly performance evaluations for assigned direct reports with the final review and approval from the Director. Provides feedback to staff on quality of work and areas of improvement and assists with discipline and corrective action.

Assures adherence to the hospital’s human resources policies and procedures.

Miscellaneous Tasks:

Work with Information Systems to maintain equipment, printers, and fax.

Education

Bachelor’s degree in health care related field preferred. In lieu of which, extensive, proven experience.

Experience

Two plus years in a health care setting, preferably Access Services with administrative responsibilities.

Skills / Abilities / Competencies Required

Ability to provide ongoing effective, results-oriented leadership and supervision to staff.

Strong interpersonal skills to interact effectively with all levels of staff, patients, families and community organizations. Must be able to collaborate and consult in an effective interdisciplinary team approach.

Superior analytical, problem-solving skills and the ability to work with multiple demands and priorities.

Requires independent judgment needed to deviate from standard policies, procedures and schedule when necessary.

Requires ability to work in a fast-paced environment while demonstrating flexibility, commitment to teamwork and a willingness to make changes to meet the needs of the department.

Requires excellent communication skills both oral and written.

Must be skillful in typing (50 wpm) and have the ability to be extremely accurate when gathering and entering information.

Working Conditions:

Busy office environment, with frequent interruptions. Due to the size and complexity of the department, the pace of work can be hectic and challenging.

Supervisory Responsibility:

The Patient Access Supervisor will have direct oversight and supervise Shapiro Center and Admitting Center employees.

Fiscal Responsibility:

The key to the institution’s financial viability lies in the integrity of data collected. This position plays a crucial role in collecting, monitoring, and maintaining the information related to patient demographic and insurance information.

BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.