Patient Access Center Supervisor

GENESIS HEALTHCARE SYSTEM In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. Position Details: Work Shift: Day Shift (United States of America) Scheduled Weekly Hours: 40 Department: Patient Access Center Overview of Position: This position is responsible for overseeing the daily operations of the Patient Access Center, ensuring efficient and effective patient scheduling processes. The supervisor is responsible for managing a team of Access Center Specialists. Providing guidance, training, and support to ensure that team members perform their duties accurately and efficiently. The supervisor collaborates with other departments to optimize patient flow and enhance the patient experience. They also develop, implement, and enforce policies and procedures to ensure compliance with regulatory requirements and organizational standards. Additionally, the supervisor analyzes data and trends to identify opportunities for process improvement and implements solutions to enhance the overall performance of the patient access center. ESSENTIAL DUTIES 1. Determines and or maintains proper process/procedures for physician provider offices and order scheduling. 2. Assists staff work schedules and provides guidance and direction for assigned staff to ensure cost effective staffing that meets customer requirements. Oversees staff activity in multiple locations to ensure effective integration and coordination of departmental work activities and quality job performance. Serves as liaison for system issues and as technical advisor and resource to staff. 3. Supervises team projects in collaboration with team members. Fosters positive relationships within area of responsibility that promotes active participation in department success. Elicits feedback from interdisciplinary team, including the medical staff, and involves them in decision-making as appropriate. 4. Subject matter expert for developing training materials, systems, procedures, and new programs. 5. Develops effective interpersonal relations to ensure a positive image of Genesis, and to ensure customer satisfaction. Follows up on customer issues and ensures problem resolution and corrective action for long-term solutions are handled in a professional manner. 6. Works with department leadership in assessing developmental needs of the department periodically and promotes opportunities for development with attention to skills in independent decision-making, effective communications, and interpersonal relations. 7. In coordination with the manager, identifies and implements opportunities for staff to increase their knowledge base, advance their practice and enhance their professionalism through staff orientation and continuing education opportunities. In this context, the incumbent may oversee some degree of training to meet these goals. 8. Assists with hiring employees and selects candidates based on potential contributions and departmental culture/needs. 9. Provides ongoing performance feedback based on error reporting, call monitoring, and observation in a prompt, direct and positive manner. Coach’s specialists to ensure positive outcomes. Conducts performance evaluations. Provides counseling and/or conflict resolution regarding unresolved performance issues, effectively utilizes the disciplinary process, as needed. 10. Assists the manager in maintaining fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, managing staffing allocation in alignment with customer service goals, and by meeting budget parameters. 11. Analyzes and displays data in meaningful formats; manages and conducts special studies and prepares reports, including key performance indicators such as waiting/service times, staff productivity, accuracy, customer feedback, incident reporting, etc. 12. Maintains a working knowledge of applicable Federal, State, and local laws and regulation, Standards of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior. 13. Maintains a basic level of current knowledge of registration, insurance eligibility, pre-certification/authorization, referral management, and pre-service/point-of-service collection processes. 14. Maintains a current knowledge of scheduling functions, referral management, and over all patient access EPIC functionality. -add telephone encounters? 15. Serves as primary contact for offices/customers/key stakeholders for sensitive, urgent, needs addressed concerns. 16. Knowledgeable of the operations and reporting functions of required systems (such as: EPIC, 2Ring, Cisco, Jabber, Artera, Onbase, and RightFax, etc.) QUALIFICATIONS 1. High School diploma or equivalent required. 2. Recommended three (3) years of relevant experience in central scheduling, registration, pre-service/financial clearance, financial counseling, and/or case management/utilization review. Experience must include customer service. 3. One (1) year departmental Tier 3 Status and One (1) year coordinator/supervisory experience is preferred. OR One (1) year coordinator/supervisory experience required, and the expectation of departmental Tier 3 Status achieved within 1 year. 4. Able to demonstrate the ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities. 5. Experience in a complex, multi-site environment preferred. 6. Must be proficient in the use of Microsoft Office. 7. Ability to lead a diverse workforce in a learning environment. Must be able to emphasize team-building and strong leadership and provide clear direction to the department, while also functioning as an individual contributor. 8. Must have effective verbal and written communication skills. 9. Effective critical thinking, problem solving and decision-making skills. Strong quantitative and analytical abilities. 10. Ability to handle a high degree of pressure, heavy workloads, multiple requests, numerous interruptions, and short deadlines in a positive manner. Ability to adapt to changing conditions, assimilating new processes into job functions, and taking ownership. 11. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Genesis. PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS 1. Living the Genesis Mission, Vision and Values • Performs work in a manner that is quality focused. • Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect. • Results oriented and focused on achievement of objectives. • Acknowledges and responds to the diversity of people and the situation. • Encourages peers (others) to be owners of change. • Always makes the effort to anticipate and exceed customer needs and expectations. • Possesses the ability to engage others with patience and understanding. • Acts in a manner that creates positive first and lasting impressions. • Demonstrates the ability to own issues until they are resolved. 2. Patient Centered Care (patients/families, physicians, co-workers, all other internal/external customers) • Introduces self and role…connects with everyone. • Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback. • Asks for and anticipates needs and concerns of others. • Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.) • Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately. • Responds to requests in an appropriate and timely manner. • Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed. 3. Promotes Patient and Employee Safety • Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.). • Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.). • Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment. • Demonstrates Slips/Trips and Falls Awareness. Actively contributes to maintaining a safe, clean and quiet environment. WORKING CONDITIONS/PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Works in an office environment. 2. Must be able to sit for prolonged periods of time. 3. Travels to other floors and to centralized files. May be required to drive to other locations. Answers telephone calls, uses personal computer and other business machines extensively. Bends, reaches, pushes and pulls file drawers to file records and reports. 4. Regularly lift or move up to 10 pounds, frequently lift or move up to 25 pounds and occasionally lift or move up to 50 pounds. 5. Vision abilities required include up close vision, peripheral vision, depth perception and the ability to adjust focus. 6. May be required to periodically rotate shifts and regular days off. All system employees must be willing to work all shifts, extra hours, holidays and emergency shifts as required. This description reflects in general terms the type and level of work performed. It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent. Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job. Our mission is to provide compassionate, quality healthcare. Genesis HealthCare System is an integrated healthcare delivery system based in Zanesville, Ohio. The system includes a not-for-profit hospital, Genesis Hospital, in Zanesville, an extensive network of more than 300 physicians and multiple outpatient care centers throughout the region. Genesis is the largest healthcare provider in its six-county region of southeastern Ohio, which includes Muskingum, Morgan, Perry, Coshocton, Noble and Guernsey counties. Genesis provides a higher level of service than what is typically found in a community of its size including open-heart surgery, trauma care, a Level II special care nursery, neurosurgery and comprehensive cancer services. This level of care has established Genesis as a primary referral center for much of the region. In addition to traditional hospital services, Genesis offers a broader range of services through its affiliated organizations, which serve as Genesis' partners to extend care far out into the community. Our steadfast commitment to delivering high quality, compassionate patient care is recognized throughout the country with numerous awards and accreditations. We are proud of our rich history of serving the community and vow to continue the tradition of healing and caring with compassion, trust, innovation and excellence.