Why You'll Love This Job

As a Patient Access Supervisor, you will be at the forefront of leadership, guiding a diverse range of responsibilities to enhance the efficiency of our Front Desk Receptionist Team. This dynamic role encompasses driving team performance accountability, overseeing daily operations of three facilities within the patient access team, and fostering collaboration with colleagues to achieve process and operational excellence.

The successful candidate will also demonstrate the ability to float between these facilities as needed to address operational requirements and provide leadership support.

In this vital position, you will play a pivotal role in offering feedback on daily registration processes and addressing staffing concerns with leadership. Additionally, you will provide essential support to the Front Desk Receptionist team, ensuring strict adherence to departmental policies and procedures. The ability to consistently maintain a warm and professional demeanor, making both patients and team members feel welcome, is paramount, and multitasking skills are essential for success.

Responsibilities

• Directly supervise the front office team including recruiting, hiring, training, performance management, and time & attendance administration
• Model patient experience expectations and ensure team is adhering to the patient experience expectations
• Driving Front Desk Receptionist Metrics (Callbacks, Bedside, NPS, RQA, etc.)
• Maintain an appropriate Front Desk Receptionist environment that is friendly and respectful
• Expertise knowledge of and ability to perform Front Desk Receptionist duties: verifying benefits, check patients in and out and collect copayments, coinsurance, deductibles
• Create and maintain the Front Desk Receptionist Schedule for assigned location
• Covers voids or when coverage is not located
• Train and mentor new Front Desk Receptionist staff
• Assist leader in interviewing candidates
• Prepare appropriate access for new hires
• Complete first 90-day review for new hires
• Implement Front Desk Receptionist Policies and Procedures with input from Leadership
• Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits
• Daily Reconciliation of ED Acknowledgment Forms
• Conduct Quarterly Front Desk Receptionist Staff Meetings
• Assigned to work all Downtimes
  • Maintains Downtime Binder
  • Reconciles and backloads all patient info
  • Ensures staff is trained in this process
• Ensure adherence to all laws and regulations regarding employment, affirmative action, safety and drugs
• Ensure that patient records are accurate and complete
• Assist leader to ensure all personnel department policies and procedures are followed
• Provide patients and their families with a customer focused, friendly reassuring open environment that encourages patients to return
• Assist in resolving patient concerns. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques
• Ability to manage conflict and appropriately request the help of a leader when needed
• Coordinate workflow processes with hospital partner as needed
• Follow all HIPAA policies and procedures
• Follow and enforce all company policies
• Other duties as assigned

Skills & Qualifications

• High School Diploma or GED required
• 2-4-year college degree in Business, Accounting, Medical Administration or related area preferred
• Minimum of 2 years’ experience in medical office setting
• Minimum of 2 years’ experience in supervisory or lead role preferred
• Familiar with health insurance and the insurance verification process.
• Patient Registration/Medical record system experience needed.
• Must be computer literate (Word, Excel Outlook)
• Ability to perform multiple tasks simultaneously, and to prioritize multiple demands effectively
• Exceptional communication skills and customer service is required
• Solid work history
• Be flexible with hours, as staffing of 24/7 units may require flexibility