Patient Access Supervisor

Location: Kent Campus Hospital

Status:Full Time 80 Hours

Shift: Days

SALARY RANGE: 48,256.00 - 73,798.40YEARLY

General Summary:

Under the direction of the Manager, the Supervisor performs day to day oversight of front-end revenue cycle functions including Financial Counseling, Insurance Verification , Scheduling, and Patient Access. Performs as a staff leader and technical expert for revenue cycle functions by identifying and providing training needs, resolving work related issues and technical problems. Monitors, tracks, and adjusts staff workflow based upon key performance indicators.

Responsibilities:

1. Managerial: Serves as a mentor and role model for fellow members through demonstrating an outstanding work ethic. Oversees the daily activities in the department to facilitate consistent and effective levels of productivity. Empowers staff to be proactive in identifying problems and developing/recommending solutions. Collaborates with colleagues, other managers, and supervisors to solve cross functional departmental issues and conflicts. Independently recognizes and evaluates situations for appropriate escalation. Schedules shifts according to budget to provide adequate department coverage. Completes payroll, staff evals, and other paperwork in a timely manner. Responds to emerging issues and reports trends and process issues to department management. Offers proactive suggestions to provide continuous performance improvement. Supervise daily operation of assigned area, including daily performance reports.
2. Patient Experience: Holds staff accountable for following scripting rules and established service excellence standards. Acts in accordance with Bayhealth values when interacting with patients, visitors, guests, and Bayhealth colleagues, and follows scripting guidelines. Actively contributes to a positive patient experience and maintains excellent relationships with all organizational and community providers. Manage escalating issues with patients. Manage and ensure achievement of patients' satisfaction goals to its highest level and pre-determined by management. As needed: Answer patient calls and address accordingly. Collect full patient demographics/confirm demographics. Collect and verify patient coverage. Determine payment responsibility and collect upfront. Check eligibility and update patient's financial obligation. When applicable, confirm visits with patients prior to their date of service. Ensure referrals are in place and authorizations are accurate prior to services being rendered.
3. Account Management: Establishes team and individual objectives and performance standards. Reviews staff accuracy and quality on an ongoing basis and completes individual monthly scorecards. Manages department work queues and expedites necessary corrections to ensure clean claims. Provides real-time feedback regarding performance and errors. Consistently meets departmental collection goals and accurately follows cash drawer balancing procedures. Responds timely to requests or inquiries about accounts from other departments. Collect new documents regarding patient's demographic, referral (if appropriate), pre-authorization forms or any medical charts and medicines or as per other requirements.
4. Regulatory Compliance: Abides by Joint Commission, CMS, EMTALA, HIPPA, and other regulatory standards. Ensures required documents are scanned into the system in a timely and accurate manner. Ensures team members offer patients mandated copies of the Notice of Privacy Policies, Patient Rights and Responsibilities, Advanced Directives, and other identified required documents. Participates in continuous compliance monitoring of the Medicare Secondary Payer (MSP) questionnaire to ensure that the practice meets all regulatory requirements and industry best practice.
5. Continuing Education: Conducts monthly staff meetings and prepares agendas, notes, handouts, as well as timely minutes. Assumes responsibility to ensure team member’s understanding and application of the presented materials. Coordinates and conducts systems or process training for all team members, as needed. Actively contributes to updating and maintaining department training materials. Ensures that staff are current with relevant governmental and third-party payer billing requirements.
6. Disaster Preparedness and System Downtime: Ensures team members are educated on emergency management processes and procedures specific to that unit. Responds to disaster and mass casualty situations in a calm and appropriate fashion. Maintains current team member contact information and disaster/downtime materials. Demonstrates a proficiency in the manual registration and communication processes used during system downtime. Understands and applies organizational and departmental policies and procedures, as related to assigned duties.
7. All other duties as assigned within the scope and range of job responsibilities.

Required Education, Credential(s) and Experience:

• Education: High School Diploma or GED
  ;
  ;
  
• Credential(s): None Required
  ;
  
• Experience:

  Required: Three years’ experience in Patient Access (or Billing) in an acute care facility.

  Preferred: Prior supervisor experience in Patient Access (or Billing) in an acute care facility and/or experience in a healthcare setting. Four (4) years combined experience in relevant field.

Preferred Education, Credential(s) and Experience:

• Education: Associate Degree
  Certificate Program
  Business Administration
  Business
  Or Associates Degree in Healthcare related field.
  Or certificate program in Healthcare related field.
  
• Credential(s): Certified Healthcare Access Associate
  Certification related to the position, if applicable.
  
  
  
• Experience:

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