Department: Administration
Position: Patient Access Supervisor
Employee Category: Exempt
Reporting Relationship: Patient Access Center Manager
Character Core Traits:
- Availability- Making my schedule and priorities secondary to the needs of those I serve.
- Dependability- Fulfilling what I consented to do, even if it means unexpected sacrifice.
- Initiative- Recognizing and doing what needs to be done before I am asked to do it.
- Enthusiasm- Expressing my joy in each task as I give it my best effort.
- Patience- Accepting a difficult situation without giving a deadline to remove it.
- Punctuality- Showing esteem for others by doing the right thing at the right time.
Summary of Duties and Responsibilities:
The Patient Access Supervisor position supervises Patient Access Specialists under the direction of the Patient Access Manager. This position is responsible for coordinating staff's schedules, coaching of individual staff members on overall performance and customer service excellence. The supervisor is responsible for ensuring that staff productivity standards are achieved and staff members are held accountable. Supervisor leads team members in building their their overall skills in customer services and utilization of EPIC scheduling, facilitates additional training as needed, meets with team members regularly for feedback and support. Keeps Manager updated on progress and challenges and asks for assistance if needed. The key focus of the Patient Access Supervisor is to support the health center's quality improvement and productivity goals are met by supervising staff to ensure timely and accurate delivery of services. Decision-making and critical thinking skills are expected.
Primary Duties and Responsibilities:
- Maintains open communication from management team and providers with the call center support staff to troubleshoot situations that may arise between the call center and support staff. Provides feedback to the Call Center Manager.
- Meets and/or exceeds Patient Access performance measures.
- Follows EPIC "best practice" documentation standards and ensures staff follow guidelines.
- Trains Patient Access Specialist team members on best practice standards.
- Listens to call recordings on a weekly basis to provide feedback and coaching opportunities to staff members on telephone and customer service skills.
- Coordinates call center's support staffs' work schedules and daily assignments. Ensures appropriate coverage and staffing needs are aligned with call center volume.
- Reviews, verifies, and/or edits support staff's timecards and finalizes timecard with approval in accordance with policy.
- Reviews key reports DAILY to assess opportunities to increase service capability and overall performance of Patient Access Center operations.
- Meets with staff on a 1:1 basis each week for quick huddles, coaching and performance reviews.
- Reviews attendance, tardiness, performance expectations and meets with staff in a timely manner to address issues immediately. Works with other Patient Access leaders on weekend rotations and drop in's as needed to ensure performance expectations are met.
- Contributes as a meeting leader in team huddles to provide work-flow observations. Facilitates team meetings in the Call Center Manager's absence.
- Serves as the call center's first point of contact to investigate patient concerns in cooperation with the Compliance Officer, Safety Manager, or Call Center Manager.
- Monitors office equipment to ensure equipement is in good working order and notifies appropriate staff members when necessary.
- Directs and controls the functional operation of the department. Supports and maintains Variety Care personnel, finance, and safety policies and procedures.
- Fosters an atmosphere within the department that promotes quality service to Variety Care patients and internal customers through active listening, attention to accuracy and personal responsibility for business outcomes.
- Supports Variety Care's accreditation as a Patient-Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient-Centered, Timely, Efficient, and Equitable. Provides leadership and work with all staff to achieve the goals of the "Triple Aim" of healthcare reform-to improve the experience of care, improve health outcomes, and decrease healthcare costs.
- Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
- Trouble-shoots day to day work-related or staffing issues and provides back-up for all support staff position reporting to the Call Center.
- Performs other duties as assigned.
Essential Functions:
- Ablity to speak clearly with patients and staff on a phone call.
- Requires sitting or standing for extended periods of time.
- Extensive use of a computer and keyboarding is required.
- Occasional lifting of up to 10 lbs may be required.