Patient Access Supervisor - Hospital Team

Patient Access Supervisor Job Description

Position Details

Job Title: Patient Access Supv Hospital

Job Title Description: Patient Access Supervisor – Hospital Team

Job Type: Supervisor

FLSA Type: Exempt, Salaried

DOT Code: 43-4051

Job Family: Patient Access

Reports To: Patient Access Manager. Daily assignments and direction may, however, be provided by the Director of Patient Access and Ancillary Services, or the Physicians.

Interfaces With: Patients, Physicians, Co-workers at all OGGI locations, Hospital personnel, outside vendors/clients.

Work Location: Gahanna Office

Job Overview:  Assists with the daily operations of the call center to include motivating, recognizing, rewarding, coaching, training and problem solving.

Key Responsibilities

Core Responsibilities

Under direct supervision from the Patient Access Manager:

• Supervise assigned hospital schedulers and staff.
• Create work schedules, workflows, and track attendance for efficiency in operations, approve time off requests for assigned employees.
• Works with Patient Access 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 hospital schedulers as well as operators and  schedulers in all areas of the scheduling department as necessary.
• Participates and coordinates new hospital scheduling department employee orientations for phone staff
• Provides daily direction and communication to hospital 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 hospital scheduling department.
• Provides statistical and performance feedback and coaching on a regular basis for each hospital scheduling department employee.
• Provides feedback to the Patient Access Manager relating to performance management of hospital scheduling department employees (i.e., attendance issues, quality issues and or productivity issues)
• Assists with creating and monitoring training plans for employees within the hospital scheduling department.  Creates action plans designed to improve the quality of calls.
• Ensures hospital scheduling department employees have appropriate training and other resources to perform their jobs.
• Track and report on training outcomes
• Creates weekly schedule for the team
• Depending on the needs of the business, this position will, at times, work the duties of a hospital scheduler:
• Answer/screen/triage incoming phone calls in a timely and courteous manner. Will resolve callers’ inquiries.
• Schedule appointments and cancellations by phone or email
• Understands scheduling protocols: hospital, office, 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 hospital schedules
• Obtain patient insurance information and enter into computer
• Practice appropriate charting methods, including taking appropriate messages
• Utilizes computer programs daily (MDTech, gGastro, Dial Pad and IQueue )
• Trouble shoot and assist with technical issues

Additional Responsibilities

• 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, Patient Access Manager, Director of Human Resources, and the Director of Patient Access and Ancillary Services.

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.
• 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.
• Willingness to learn new tasks, be cross trained within the office, and be flexible with workload to help office flow, assisting co-workers as needed.
• Flexibility in working hours with willingness to work occasional overtime.
• Fluent in English.

Required Qualifications

• High school diploma or equivalent 

Preferred Qualifications

• At least 2 years’ experience working in a medical environment. 

Physical Requirements

• 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).

Work Environment

• Office environment