Ranked #1 for Safety, Quality and Patient Satisfaction, Jupiter Medical Center is the leading destination for world-class health care in Palm Beach County and the greater Treasure Coast.
Outstanding physicians, state-of-the-art facilities, innovative techniques and a commitment to serving the community enables Jupiter Medical Center to meet a broad range of patient needs. Jupiter Medical Center is the only hospital in Palm Beach, Martin, St. Lucie and Indian River counties to receive a 4-star quality and safety rating from the Centers for Medicare & Medicaid Services (CMS).
Education: Associates degree or equivalent work experience Experience/Qualifications: Enthusiastic, friendly, patient focused customer service skills. Excellent interpersonal skills. Exemplary communication skills, written and verbal – must be comfortable speaking to patients via phone and successfully communicate pertinent information. Professional, effective communication and leadership skills to effectively manage a team. Must be a team player with ability to collaborate interdepartmentally and with clinical staff. Capacity to multi-task with computer programs while providing patients the highest level of care and attention. Works well in a team environment to accomplish common tasks to solve problems and enhance the smooth and efficient flow of the department. At least two years’ experience in hospital electronic order and faxed order systems, scheduling, pre-registration, and registration workflows. Ability to effectively communicate with physician offices to resolve issues regarding physician orders. Proficient in the use of PC's. At least 1-2 years’ experience in a supervisory capacity. Current knowledge of Medical Terminology, federal and third-party payer requirements, coding of procedures, imaging procedures. Experience with Cerner, Experian, STAR, Excel, Kronos. Position Summary The Patient Access Supervisor will be responsible for delivering a dynamic customer experience to all customers and demonstrate a strong commitment to service excellence. This position will work in collaboration with the Patient Access Manager. The Patient Access Supervisor supervises the day-to-day operations of the Order Referral Team, manages daily staffing, and assists Manager to maintain productivity guidelines. Ensure all scripts in WQM faxed order system are soft loaded within 24 hours of receipt into the system. Manage escalation of Issue scripts/orders to help resolve prior to them being archived per JMC policy. Maintain contact with physician offices to address any issues. Address and monitor trends of Issue scripts and orders to address any recurring patterns with specific physician group or office. Monitor script workqueues throughout the day to ensure all queues being worked consistently throughout the workday. Audit work queues & assist staff in ways to manage queues effectively and correct errors as needed. Assist Order Referral Team as needed (if any vacancies, of staffing issues or if behind). Develop productivity and quality measure for the Order Referral Team. Track and distribute daily and weekly productivity measures to staff. Produces daily scripts report to include current number of scripts to be worked, future scripts, first, second, and third phone call script counts, and the number of scripts received each day by modality. Distribute the report daily to PAS Director, PAS Manager, Scheduling Supervisor, Pre-Registration Supervisor, Authorization Supervisor, and Registration Manager. Track and report system down time by placing ticket and follow up on resolution. Manage open requisitions, manage system terminations, and access removal. Ensure the training of new employees. Develop new procedures as needed to meet departmental needs. Maintains and updates standard process with guidance from Manager. Maintain close working relationships with the staff of designated outpatient clinical areas, physicians, medical records, and business office as needed. Supervise the clerical staff and ensure all patient packets are completed daily in a timely manner for courier pick up. Develop and implement quality and productivity measures for clerical staff. Distribute weekly report to staff. Make all necessary payroll entries and corrections, signs off on staff payroll, monitoring OT, managing major sick, FMLA, and call outs per JMC policy guidelines. Document and write informal and formal conference records. Collaborates with Manager to perform 90-day reviews and annual evaluations and composes action plans for less than satisfactory scores. Work closely with project managers in the build of applications and assists with training on process and functionality. Assist all servicing areas within the organization with patient account error corrections and provides service recovery. Track and distribute weekly quality measures to staff, supports and educates staff on areas for improvement. Document weekly orientation reports on new hires for the first 90 days of employment. Exhibits the ability to guide the team in day-to-day work assignments and assist the manager. Other Duties as Assigned