What are the responsibilities and job description for the Patient Access Supervisor position at Ohio Gastroenterology Group Inc?
Job Description
Job Description
Duties and Responsibilities
Primary Job Functions :
Under direct supervision from the Patient Access Manager :
Supervise assigned medical scheduler staff.
Create work schedules, workflows, and track attendance for efficiency in operations, approve time off requests for assigned employees.
Works with Department Manager regarding staffing, training, and discipline for assigned department direct reports.
Conduct regularly scheduled staff meetings.
Administer 90 day and annual evaluations for department direct reports.
Acts as a liaison and resource to all operators and schedulers as well as all areas of the scheduling department as necessary.
Participates and coordinates new scheduling department employee orientations for phone staff
Provides daily direction and communication to scheduling department employees to ensure patient calls are answered in a timely, efficient and knowledgeable manner. Including but not limited to adjusting queue assignments to accommodate call volume.
Provides coaching, counseling, and call resolution.
Assists with development of reward / recognition programs to help motivate and maintain a positive working relationship within the scheduling department.
Provides statistical and performance feedback and coaching on a regular basis for each scheduling department employee.
Provides feedback to the Administrative Support Manager relating to performance management of scheduling department employees (i.e., attendance issues, quality issues and or productivity issues)
Assists with creating and monitoring training plans for employees within the scheduling department. Creates action plans designed to improve the quality of calls.
Ensures scheduling department employees have appropriate training and other resources to perform their jobs.
Track and report on training outcomes
Creates weekly schedule for operators and schedulers
Field and log call offs and tardies
Depending on the needs of the business, this position will, at times, work the duties of a scheduler :
Answer / screen / triage incoming phone calls in a timely and courteous manner. Will resolve callers’ inquiries.
Schedule appointments and cancellations by phone or faxed referral
Understands scheduling protocols : hospital, office, ambulatory center, doctors / other providers at each location
Understands all appointment and procedure types and the preps associated with each type
Understands insurance protocols for scheduling and pre-certification
Daily reviews and has working knowledge of physician and office schedules
Schedule and process incoming referrals, contacting patient directly & communicating appointment information to referring physician offices.
Obtain patient insurance information and enter into computer
Call in prescriptions for designated preps to pharmacies as necessary
Practice appropriate charting methods, including taking appropriate messages
Mail patient and procedure information packets.
Utilizes computer programs daily (eCW, AlertMD, g-Gastro and Dial Pad )
Trouble shoot and assist with technical issues
Secondary Job Functions :
Assists co-workers with additional work outside of scheduler duties
Maintain confidentiality of patient’s personal and financial information by utilizing HIPAA guidelines and regulations.
Attend all office meetings or in-service as required.
Any other tasks as requested by the physician, practice manager, human resource manager, and / or the manager[2]
Knowledge, Skills, and Abilities
Knowledge of medical terminology
Ability to communicate with diversified levels of patients, staff members as well as external providers and / or agencies.
Ability to organize work material to ensure accuracy of job performance
Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping
Knowledge of modern business communication, including style and format of letters, memoranda, minutes, and reports
Skills to use a personal computer and various software packages, including internet.
Skills to handle a multi-line phone system.
Ability to establish priorities, work independently, and proceed with objectives with little supervision
Ability to handle and resolve problems
Ability to maintain confidentiality regarding health and financial information.
Neat appearance, professional demeanor and pleasant phone voice.
Fluent in English.
Credentials and Experience
Must have high school diploma or equivalent
Prefer at least 2 years’ experience working in a medical environment.
Special Requirements
Willingness to learn new tasks, be cross trained within the office, and be flexible with work load to help office flow, assisting co-workers as needed.
Flexibility in working hours with willingness to work occasional overtime.
Physical Demands
Must be able to sit (frequent), stand (frequent) walk (frequent), stoop (frequent), bend over (frequent) and type on keyboard (frequent).
Ability to communicate in person (occasional) and by phone (frequent).
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