PATIENT ACCESS SUPERVISOR - D - PATIENT ACCESS

Patient Access Associate Job Description

Status: Full Time Shift: Multiple locations, hours vary Exempt: No Summary:

Under the supervision of the Patient Access Manager and Patient Access Director, oversees and is responsible for the overall planning, organizing, implementing, and day-to-day operations of patient flow and patient access functions at NOMC ER ODC Surgery Center HPPB LPMC and the Resource Center, which includes the Patient Access Associates in these areas. Provide support to maintain a positive and pleasant working environment for staff. Ensure that the above staff provides efficient services that will promote positive customer experiences.

Previous Experience:

Two years of healthcare experience in a healthcare patient access billing or other healthcare revenue cycle field is required. Certification as a healthcare access associate as issued by the National Association of Healthcare Access Management may be considered in lieu of experience. A Bachelors degree may be substituted for one year of the required experience. Supervisory experience preferred. Excellent written and verbal skills and an outgoing personality are required. Public speaking and presentation skills and strong customer service background preferred. Previous experience in financial planning and accountability preferred. Previous experience with JCAHO surveys preferred.

Specialized or Technical Education Required:

High school diploma or equivalent required. Must have knowledge of hospital patient access. Analytical skills necessary for problem-solving. Intermediate computer skills required. Must be able to promote positive public relations with Administration, patients, co-workers, and any other persons entering the assigned Admissions areas. Must have good visual acuity to determine quality of work. Must have ability to promote confidence, respect, and support from hospital administration co-workers, patients, and all others with whom one may come in contact.

Manual or Physical Skill Required:

Must be capable of performing all areas of skill required in the day-to-day oversight of Patient Access operations and services. Will require some lifting and moving skills.

Physical Effort Required:

Must be in good overall physical health. Overall strength requirement: Light up to 20lbs. Strength: Light, Push Occasionally, Pull Occasionally, Carry Occasionally, Lift Occasionally, Sit Frequently, Stand Occasionally, Walk Frequently.

Responsibilities:

1. Provides comprehensive oversight in the day-to-day operations of all aspects of Patient Access as assigned by location and/or function.
2. Under the direction of the Patient Access Manager or Director provides decision-making for patient flow for patient access areas and personnel.
3. Personnel Staffing: Provides direct personnel supervision, inclusive of but not limited to the following personnel staffing and coverage, staff workflow, personnel time off, competency auditing, the quality of work performed, licensure standards, time and attendance processes, position placement, and training.
4. Assist Patient Access Manager in developing and maintaining training programs to cross-train Patient Access Associates to all areas within Patient Access.
5. Supervises departmental staff and processes and recommends changes as needed on a daily basis, including reducing staff, increasing staff, or sending cross-trained staff to an area of need. Supervises staff based on fluctuations in the workload.
6. Assists Patient Access Manager with recommending alternative methods of providing services to reduce departmental operating costs.
7. Provides leadership to maximize the effectiveness of the work performed daily.
8. Articulates department as part of the Revenue Cycle Team.
9. Ensures the financial integrity of North Oaks by assisting staff in obtaining prices for outpatient services and consulting with Patient Financial Services for prices on procedures as needed. Assists staff in communicating price quotes to patients as needed. Monitors up front collections for departments with Manager and provides reports on collections to leadership as indicated. Holds staff accountable for following policies and procedures, including those for cash collections, posting, and deposits. Ensures deposits are made timely.
10. Works with Manager to include staff in decision-making for formulating department policy.
11. Plans and strategizes with other members of the team to resolve revenue cycle problems.
12. Provides assistance to the Patient Access Manager in the following competency and compliance areas: Joint Commission Compliance, Patient Safety, Personnel Annual Competency and Continuing Education, HIPAA Legal Compliance, Epic workflow, and others as directed by North Oaks Health System administration.
13. Provides back-up support to Patient Access as indicated by patient census, scheduled programs, services, and personnel availability.
14. Actively works Epic work queues daily, as assigned, to expedite appropriate patient billing.
15. Assists the Patient Access Manager in providing timely and accurate dashboard to the VP of Clinical Operations as needed.
16. Assists in the development and delivery of well-positioned products and services within the operational objectives of the Patient Access areas.
17. With the assistance of front-line staff, provides and implements ideas for improvement as it relates to Patient Access operations and measures ongoing effectiveness.
18. Assists the Patient Access Manager in all areas related to compliance, including review of appropriate bulletins and education of staff.
19. Maintains knowledge on all payer rules and regulations, EMTALA, Epic updates, Medical Necessity, Advance Beneficiary Notices, Medicare Secondary Payer Questionnaire, ICD-10, CPT codes, and all other rules, regulations, and processes that impact patient access.
20. Monitors inventory and supply requisitions. Orders and maintains supply inventory for department within budget.
21. Monitors and advises Patient Access Manager or Director regarding follow-up on all patient inquiries and complaints. Reports all issues and resolution to the Patient Access Manager or Director. Processes Patient Survey responses as indicated by policy.
22. Responds to all patient complaints entered in Quantros as assigned within set time limits.
23. Assists the Patient Access Manager as requested in areas of physician support and special requests as it relates to Patient Access.
24. Attends to and maintains established hospital and department policy and meetings.
25. Consistently participate in hospital and community programs committees and related functions as assigned.
26. Maintain professional affiliations and consistently strive to enhance professional growth and development.
27. Follow North Oaks Health System Legal Compliance Program and federal and state regulatory guidelines.
28. Perform all other duties as required or directed by Departmental Administration.
29. Utilizes knowledge of the Revenue Cycle and Patient Access functions and processes to assist staff with unusual situations or issues. Brings complex issues to Manager or Director for assistance in solving.
30. Serves as lead for specified projects and/or technical initiatives to increase productivity, efficiency, and effectiveness.
31. Makes recommendations to Manager for initiatives based on knowledge and research of best practices for area.
32. Performs timely coaching of staff and performance reviews.