JOB SUMMARY:

The Patient Access Supervisor (PAS) supervises the Patient Access employees assuring operational efficiencies are maintained. 

Directs and oversees registration activities for multiple patient types and multiple employee shifts within the Patient Access department. 

Assists the Manager/Director in the overall direction and control of the registration functions, operations, and personnel. 

Responsible for ensuring standards for quality and productivity are met. 

Works closely with the Business Office (Patient Financial Services), Admissions, and Scheduling to coordinate insurance verification and pre-certification of admissions, pre-registration, collections at or before admission, and patient billing inquiries. 

The individual is responsible for leading and coaching a Patient Access team member to provide exceptional service to patients and providers while scheduling appointments, working messages to/from the clinic, and managing incoming and outgoing phone calls. 

Manage communication and interface with clinic personnel in partnership with Access Operations. 

Demonstrate progress in meeting key performance indicators and metrics from both clinical and patient feedback. 

Encourage a patient-focused, cost-effective, and high-quality environment for all front-line interactions. 

Performs pre-registration procedures, including but not limited to the oversight of registration, insurance verification, financial counseling, patient financial responsibility calculations, and up-front collections. 

Ensure the quality provision of registration, pre-cert verification, payer ID, and Patient financial obligation services. 

The PAS measures registration productivity and other functions for accuracy levels. Schedules staff for adequate coverage on an extended hour basis and completes various departmental process improvements. 

The PAS must be willing to report back to work during any emergency; this includes, if needed during inclement weather, mass casualty, internal disaster, etc. In addition, the PAS will complete other duties as assigned.

EDUCATION, CREDENTIALS & EXPERIENCE REQUIREMENTS:

• Bachelor's degree in Business or Associate's degree in Business, plus two (2) years registration experience or equivalent receivables/management experience; Or High school diploma or equivalent, plus five (5) years registration experience or two (2) years supervisory experience. Ability to train and direct employees. Ability to work independently. Demonstrated knowledge of billing, insurance verification, collection procedures, and general knowledge of computers and computer systems.
• CHAA- Certified Health Access Associate certification through the National Association of Health Access Management (NAHAM) or; preferred not required
• CHAM- Certified Health Access Manager certification through the National Association of Health Access Management (NAHAM) preferred not required

GENERAL REQUIREMENTS:

• Performs all job responsibilities in alignment with the mission and vision of the organization.
• Performs other duties as required and completes all job functions as per departmental policies and procedures.
• Maintains current knowledge in present areas of responsibility (i.e., self-education, attends ongoing educational programs).
• Attends staff meetings and completes mandatory in-services and requirements and competency evaluations on time.
• Wears protective clothing and equipment as appropriate.

GENERAL SKILLS:

• Ability to communicate in English, both verbally and in writing.
• Additional languages preferred.
• Strong written and verbal skills.
• Basic Computer Skills
• Demonstrated knowledge of billing, insurance verification, and collection procedures, and a general knowledge of computers and computer systems.
• Thorough understanding of EMTALA
• Thorough understanding of Medicare, Medicaid, HMOs, CMOs PPOs and private insurance companies.
• Knowledge of medical terminology desirable
• Knowledge of electronic patient registration systems.
• Demonstrate a high level of professionalism with strong attention to detail.
• Ability to train and direct employees
• Ability to work independently

WORKING CONDITIONS:

• General environment: Works in a well-lighted, air-conditioned area, with moderate noise levels.
• May be exposed to high noise levels and bright lights.
• May be exposed to limited hazardous substances or body fluids, or infectious organisms.
• May be required to change from one task to another or different nature without loss of efficiency or composure.
• Periods of high stress and fluctuating workloads may occur.
• May be scheduled as needed including overtime. 

PHYSICAL REQUIRMENTS & DEMANDS:

• Have near normal hearing: Hear alarms/telephone/normal speaking voice.
• Have near normal vision: Clarity of vision (both near and far), ability to distinguish colors.
• Have good manual dexterity.
• Have good eye-hand foot coordination.
• Ability to perform repetitive tasks/motion.
• Continuously within shift (67-100%): Standing, Walking.
• Frequently within shift (34-66%): Bending/Stooping, Pushing/Pulling, Lift/carry up to 20lbs, Lift/carry greater than 20 lbs. with assistance.
• Occasionally within shift (1-33%): Sitting, Climbing, Twist at waist, Lift/Carry greater than 50 lbs. with assistance, Reaching above shoulder.

MISSION STATEMENT:

QUALITY HEALTHCARE: In our continuing effort to enhance the quality of life for the communities we serve, the Hospital Authority of Miller County is committed to the delivery of superior, safe, cost-effective healthcare through the provisions of education prevention, diagnosis and treatment.

JOB SPECIFIC COMPETENCIES:

Management

• Develop staffing schedules and assure staffing needs are met. Implement alternative staffing patterns as needs arise, taking into consideration performance requirements and restrictions.
• Interview and make hiring decisions to maintain adequate staffing in the department.
• Review and approve employee's time in an accurate and timely manner. Maintain accurate employee attendance files.
• Involve employees in solution finding and decision-making.
• Encourage and commend employees for excellent performance.
• Provide timely performance improvement feedback and coaching.
• Discipline staff when warranted by inappropriate employee behavior or inadequate work performance.
• Conduct timely training assessments, reclassification exams, and performance reviews. Solicit feedback from other staff and managers as appropriate.
• Respond to employee questions/concerns on an individual basis as needed.
• Conduct team meetings to apprise associates of changes and to address broader-based program area issues and initiatives.
• Accurately register patients according to training guidelines when the patient presents for services.
• Collect and record co-payments or prompt payment agreements and issue a receipt of payment to the patient
• Ensures consent for an appropriate level of care is obtained and any additional documentation necessary from the family is obtained and copied.

Development and implementation of policies and procedures

• Develop, recommend and implement policies and procedures for the department, focusing on continuous process improvement and waste elimination.
• Monitor adherence to policies and established procedures. Propose methods that assure effective execution of program responsibilities.
• Update policy and procedure manuals as required. Apprise employees of changes.

Operational Duties

• Create and implement methodologies to improve and measure the patient experience. Ensure that patient experience and service standards are met.
• Use reports and dashboards to monitor the daily productivity of the department and individuals.
• Assist each area with meeting operational key performance indicators and industry benchmarks.
• Produce reports, monitor work queues, and provide recommendations for improvement in patient access to ensure patient information is complete and accurate for billing and clinical purposes.
• Gather and analyze departmental and program-specific productivity and quality of service statistics. Ensure quality audits are regularly performed to promote quality and identify root causes of issues.
• Work collaboratively with Clinic Managers, Central Scheduling, Patient Access, Patient Financial Services, and other HAMC departments on patient scheduling, registration, admission, insurance verification, referrals, and reimbursement issues. Represent the department in meetings and on committees relating to these issues.
• Serve as the acknowledged expert and information source for staff.
• Keep abreast of scheduling, insurance, referral, and billing requirements. Request system enhancements as needed to facilitate accurate scheduling and registration.
• Serve as an escalation point for patient issues and questions.
• Assist employees with complex and disgruntled patient situations requiring intervention from a higher authority.
• Participate in process improvement teams as assigned.
• Assist with application implementation, upgrades, enhancements, and usability testing.
• Assure equipment is in working order. Recommend the purchase of new equipment as required.
• Monitor departmental budget and assists in projecting monthly/annual expenditures.
• Ensure awareness, understanding, and compliance with all applicable federal, state, and agency laws and regulations.

Training

• Oversee the education of patient access employees, including new employee orientation, competency assessments, and ongoing education programs across all areas of responsibility.
• Keep accurate records of personnel training schedules as well as training checklists.
• Train and delegate appropriate training responsibilities for new and current associates. Schedule and facilitate cross-training of associates.
• Observe and modify training schedules as needed to include new methodologies and concepts. Conduct training review sessions.
• Actively seek and schedule associate development opportunities, including those outside the department that would benefit staff members to attend.
• Monitor trainee progress and trainer effectiveness via regular meetings.
• Identify focus areas for competency assessments. Provide training opportunities addressing areas highlighted by these assessments.
• Participate in training/development programs as agreed upon with the Access Services leadership.

PROFESSIONAL REQUIREMENTS:

• Follows Code of Conduct policy.
• Adheres to dress code; appearance is neat and clean.
• Completes annual educational requirements.
• Maintains regulatory requirements.
• Maintains patient confidentiality at all times.
• Reports to work on time and as scheduled; completes work within designated time.
• Wears identification when on duty; uses computerized time clock system correctly.
• Completes in-services and returns in a timely fashion.
• Attends annual review and/or skills fair and department in-services, as scheduled.
• Attempts to end conversations and other interactions in a positive manner; leaves others with a good impression of the Hospital Authority of Miller County and its employees.
• Complies with all organizational policies regarding ethical business practices.
• Communicates the mission statement of the organization.

GUEST RELATIONS STANDARDS:

(All guest relation violations are subject to disciplinary action up to and including termination):

• Always treat others in a friendly, helpful manner.
• Refers co-workers to proper sources when unable to provide an answer.
• Interacts with others in a professional and friendly manner.
• Takes interest in others and always gives full cooperation to fellow workers.
• Always maintains an open line of communication with other departments.
• Thoroughly familiar with the hospital and the services it offers.

OTHER:

• Responsibility to Report: It is the responsibility of every employee of HAMC to comply with federal, state and local laws and regulations, as well as, HAMC Policies and Procedures. Every employee is help accountable to participate in, comply with and report concerns to his or her supervisor or the Compliance Officer if illegal or unethical behavior is suspected.
• As an employee of HAMC, you have been granted user access to applicable ePHI systems based on your position. This user or role-based access is intended to give you the minimum necessary access to perform your job function(s) only and should be used only as applicable.

OTHER DUITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.