Patient Access Supervisor (Central Scheduling-Hybrid)

GENERAL SUMMARY: Supervises Patient Registration and Authorizations for the organization utilizing experience-based knowledge of Medical Center policies and procedures, Electronic Medical Record (EMR) system, and insurance payer registration and authorization related guidelines. This includes performing and overseeing more of the complex or advanced workflows that help provide adequate support to hospital departments for an efficient patient throughput. Participates in quality assessment and performance improvement initiatives. Ensures compliance with all safety and infection control standards. Performs all duties and responsibilities in a courteous and customer-focused manner according to the Hurley Family Standards of Behavior and Management Code of Conduct.

SUPERVISION RECEIVED: Works under the general supervision of the Director of Patient Access or designee who reviews work for effectiveness through conferences and reports.

SUPERVISION EXERCISED: Supervises the work of employees performing registration and/or insurance authorization related functions such as the Registration Clerks, Insurance Services Specialists, Authorization Specialists, and Central Scheduling Specialists.

1. Instructs, monitors, leads, supervises and participates in patient registration and insurance authorizations activities in conformance with health insurance payers and departmental and Medical Center policies and procedures.
2. Directs routine activities of Patient Registration shift coverage. Assigns roles/responsibilities to the Registration staff for each shift and supervises department personnel. Coordinates activities with previous and/or next shift supervisor or staff.
3. Assesses Registration staffing support level on a daily basis and offers overtime as needed according to Medical Center and Union policies and contracts.
4. Acts as liaison between registration and external agencies or vendors as needed (e.g. Advomas, Gift of Life, Funeral Homes, Medical Examiner, to name a few).
5. Obtains and maintains adequate knowledge in insurance authorizations, referrals, and a comprehensive understanding of both processes within Epic. Some ways to accomplish that is by staying abreast of payer/industry updates and networking with other hospitals or vendors (e.g. utilize the Epic User Web, review MRCA auth related documents).
6. Works with key stakeholders (patients, physicians, administrators, clinical and non-clinical staff) to address and resolve all registration and/or insurance authorization related inquiries, concerns and escalations in a timely manner.
7. Participates in the interviews, selection and orientation of personnel. Prepares work schedules. Computes and processes payroll via time management system. Processes leave forms. Completes employee evaluations and ensures review by departmental director. Issues discipline as needed. Assists in grievance process.
8. Utilizes the Epic system efficiently and effectively in order ot be able to mentor, guide, and effectively train staff in the system.
9. Confers and works in conjunction with departmental director to ensure efficient, effective, and timely workflow process.
10. Assesses staff productivity and effectiveness via proper Epic reporting tools, quality assurance checks, staff meetings, and customer feedback. This includes establishing and maintaining Key Performance Indicators (KPIs) for the registration/authorization related functions.
11. Coordinates and successfully promotes the Point of Service (POS) collection, and ay other Patient Experience related activities (e.g. MyChart) for the registration staff.
12. Assesses staff productivity and effectiveness via proper Epic reporting tools, quality assurance checks, staff meetings, and customer feedback. This includes establishing and maintaining Key Performance Indicators (KPIs) for the registration/authorization related functions.
13. Works successfully with the Revenue Cycle Training Specialists by effectively communicating any and all staff processes and procedure changes to ensure that our staff’s training curriculum is maintained and up-to-date.
14. Performs other related duties as assigned. Utilizes new improvements and/or technologies that relate to job assignment.

MINIMUM ENTRANCE REQUIREMENTS:

• Associate’s Degree required (in a healthcare related field preferred), and two (2) years of responsible experience in a healthcare setting with a focus on patient registration, insurance authorizations/referrals, scheduling, or billing. -OR-
• High school diploma or equivalent and four (4) years of experience in a healthcare setting with a focus on insurance authorizations/referrals, registration, scheduling, or billing. -AND-
• Working knowledge of office practices and procedures, business English and medical terminology.
• Ability to understand and follow oral and written instructions.
• Ability to maintain and keep records and prepare reports from such records.
• Ability to communicate tactfully and effectively with co-workers, subordinates, medical staff and the public.