Patient Access Supervisor

Job description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Working in Patient Access and as a member of the Beth Israel Lahey Health (BILH) System Services team, you can have a career that allows you to grow and advance while making a difference in people’s lives. We use a coordinated approach to delivering administrative and operational services across our entire healthcare system. By leveraging resources across the organization, we're able to provide high-quality, high-value care to the patients and the communities we proudly serve. Under the supervision of the Manager of Patient Access, the Patient Access Supervisor oversees the daily operations of a team of colleagues within the Patient Access department for Beth Israel Lahey Health, Inc. (BILH) and its affiliates. The Supervisor works with the goal of maintaining the efficient and effective performance of the colleagues on a day-to-day basis. The Supervisor promotes continuous improvement of the overall performance of the team by proactively identifying problems proposing solutions and serving as a role model for customer service and colleague engagement at all times. Job Description: Essential Duties & Responsibilities including but not limited to: 1. Coordinates the daily operations of his/her assigned team of colleagues, maintaining all necessary systems and controls to ensure the efficient and effective performance of the team. 2. Responds to problems as they occur and assists the Director/Manager in identifying barriers to performance. Serves as a resource and support to team members. 3. Maintains relationships with assigned clinical departments through daily interactions and periodic meetings with department managers. 4. Assists the Director/Manager in the development of colleague schedules. Identifies gaps in coverage created by planned or unscheduled absences of colleagues and proposes solutions. 5. Provides staffing coverage when needed, effectively performing the duties and responsibilities of the position(s) they oversee (patient scheduling, registration, financial clearance, etc.). 6. Monitors the daily performance of individual colleagues and the overall performance of the team, through direct observation of performance during the work day and review of system-generated performance reports. 7. Assures that all colleagues are properly trained and prepared to perform effectively. Proactively identifies colleagues in need of retraining and continuing skill development. Reviews findings with the Director/Manager and provides retraining and continued skill development to colleagues as needed. 8. Assures colleague adherence to all BILH policies and procedures, including dress code, attendance, etc. Reports issues to the Director/Manager and addresses issues as directed. 9. Assists the Director/Manager in administering corrective action to colleagues when necessary. 10. Assists with the recruitment of colleagues by interviewing candidates and providing feedback to the Director/Manager. 11. Provides training and orientation to new colleagues. 12. Contributes to colleague's annual performance appraisals and competency assessments with measurable data and/or specific examples of performance. 13. Works as a positive and constructive change agent, demonstrating a commitment to the continuous excellence and improvement of the team’s performance. Strives to either improve existing workflows or to find new ways of doing tasks that enable the greatest productivity and accuracy of work product, and the highest quality of customer service. 14. Intervenes to handle sensitive patient issues or situations when a patient is not satisfied with a team member’s response to a particular problem. Escalates problems to the Director/Manager when appropriate. 15. Works with the clinical departments, outside providers, third-party insurers, and any other individual or entity to assist in resolving patient questions or problems in the most effective and positive manner possible. 16. Systemically assess the needs of the department on an ongoing basis. Makes recommendations to the Director/Manager as needs or problems are identified. 17. Assist the Director/Manager with special projects as needed. Competencies: · Decision Making: Ability to make decisions that are guided by precedents, policies, and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area. · Problem Solving: Ability to address problems that are highly varied, complex, and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues. · Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. The Manager/Director provides broad guidance and overall direction. · Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers. · Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families, and external customers. · Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices, and policies with the ability to use them in complex varied situations. · Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments. · Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner. Minimum Qualifications: Education: High School diploma or equivalent. Licensure, Certification & Registration: N/A Experience: Minimum 1-2 years of Patient Access Services, Revenue Cycle, or related experience. Experience in a lead or supervisory role is preferred. Skills, Knowledge & Abilities: · Advanced skills with Microsoft applications including Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis, and maintain databases. · Proven ability to build teamwork and foster a work culture of respectfulness. · Ability to troubleshoot and resolve problems that arise impacting the patient experience or support provided to other departments. · Knowledge of medical terminology. Preferred Qualifications & Skills: · EHR experience · Post high school education (certification or degree) in healthcare related or business field. Pay Range: $54,000.00 USD - $75,000.00 USD The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger. Equal Opportunity Employer/Veterans/Disabled