Patient Access Supervisor

Location: Washington, DC
Date Posted: 08-30-2017
  • The purpose of this position is to supervise all operational activities for all shifts within the various divisions of the Patient Access department. This position will monitor the efficiency of registrations on assigned shifts assuring that information collected and recorded is accurate and complete. This position will assist the Director of Patient Access in development and implementation of department objectives and programs.
  • The incumbent will determine work priorities and resource allocation across multiple areas based on patient flow and staffing needs. The functionality of this role will also include registration and clerical tasks as needed.
  • Reporting to this position are Patient Access Associates I, Patient Access Associates II and Vital Statistics Clerk.
  • This position interacts with physicians, nurses, hospital staff at all levels, insurance carriers, family members and outside organizations.
  • Oversee patient flow and staffing Patient Access staff in all registration areas, assessing volume and adjusting staff assignments as necessary to insure smooth department operations and optimal customer service.
  • Supervises the day to day functions of a Patient Access Registration site and rotates weekend with other managers and supervisors
  • Audit employee registrations for accuracy and completeness of all pertinent information, as well as the integrity of the recorded information. Submits all relative findings and trends to Department Director.
  • Provide guidance and instructions to staff when skills are in need of improvement, by using continuous improvement tools and methods to improve individual, team and department quality improvement, customer service and interpersonal skills.
  • Review, correct and submits timecard for staff. Monitor vacation requests and maintain time and
  • attendance records.
  • Maintain proficiency in duties of all positions supervised and acts as a resource for staff.
  • Manages work flows, assessing any registration delays and resolving delays.
  • Ensures accuracy of medical record number assignments and resolves duplicate number problems.
  • Monitors staff accuracy of data collected and entered to financially secure the account.
  • Identifies staffing issues due to vacations and illness, moving staff as needed for full site coverage.
  • Develops and maintains statistical reports on the various parameters in the department.
  • Develops and evaluates policies and procedures relating to Patient Access.
  • Understands and shares financial information with team, providing reimbursement information.
  • Works with other departments, providing patient financial information which will assist the patient.
  • Monitors, trains arid evaluate staff use of the electronic hospital systems and third party systems.
  • Responsible for personnel management to include interviewing, hiring, orienting, training, scheduling,
  • evaluating and counseling.
  • Manages or collaborates to ensure an accurate census and bed assignments.
  • Collaborates with staff and physicians, providing third party information or demographic information.
  • Ensures timely insurance verifications, pre-admissions and scheduling.
  • Researches denials and customer service complaints.
  • Promotes adherence to the Health Sciences Compliance Program, the Howard University Code of Ethics
  • and the Health Sciences Standards of Conduct.
  • Attends annual and periodic mandatory Compliance Program training including the Health Insurance
  • Portability and Accountability Act (HIPAA) Privacy training.
  • Participates in activities that promote adherence to federal healthcare program requirements.
  • Actively participates in Health Sciences Compliance Program activities.
  • Adheres to the requirements of the HIPAA Privacy Policies and Procedures.
  • Maintains confidentiality of patients, families, and staff.
  • Assumes other duties and responsibilities that are related and appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification and are not to be considered as all-inclusive.
  • Understanding of the healthcare revenue cycle.
  • Understanding of hospital financial counseling, third party reimbursement and insurance practices.
  • Knowledge of registration and admitting services, general hospital administrative practices, operational principles, JCAHO, Federal and State standards and guidelines.
  • Ability to problem-solve information system operational issues, human resource issues and conflict resolution skills.
  • Competence in both oral and written English.
  • Ability to establish and maintain effective harmonious work relationships with staff, physicians, hospital and university officials, and the general public.
  • Must demonstrate collaboration; accountability; respect; excellence; and service.
  • Works with team members and peers in and outside of their immediate work group to create an exceptional experience for patients, students and other visitors; looks for ways to achieve departmental/institutional results by partnering.
  • Accepts responsibility for his/her actions to provide health care and or ancillary functions in a highly efficient and compassionate manner. The employee must function as a Steward (Have Ownership) of the Howard values that foster a commitment to improving the patient and student experience, organizational efficiency and the environment.
  • Embraces diversity; cares holistically for those we serve; treats all as we would like to be treated; manages the patient’s right to privacy with meticulous care 100% of the time and keeps patient and proprietary information about the institution confidential.
  • Anticipates the patient’s and student’s needs, presents as a model representative of the institution and maintains high standards of care while striving to improve performance and create exceptional experiences for our customers.
  • Behaves in a friendly, resourceful and professional manner towards all they encounter; treats patients, students and visitors in the same way that they would want their family members or themselves to be treated.
  • Bachelor’s Degree preferred. In lieu of college, eight years of related hospital financial experience in Patient Access is required.
  • Minimum of three years progressive administrative and or professional experience in healthcare, preferably in an Admitting/Registration/Emergency Administrative Service setting. Experience as a supervisor in a healthcare setting preferred.
  • Additional education may be substituted for part of the experience requirement.
  • Weekend, on call and holiday work may be required.
  • Must be able to stand, walk, sit, write type, speak, hear, see, calculate, compare, edit, evaluate, interpret and organize for extended periods of time.
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