Employment Type:
Full time
Shift:
Day Shift
Description:
The Supervisor of Patient Access at Loyola University Medical Center coordinates and maintains daily operational activities, including supervision of patient access partners and team leads to promote efficiency, optimal customer service and adherence to performance metrics. Establishes and maintains partnerships by regularly collaborating with our clinical partners to achieve aligned goals. They are responsible for staff adherence to system policies and procedures as well as budgetary monitoring and ensuring operational activity.
The Patient Access Center is comprised of Physician Answering Service, Appointment Scheduling, and Physician Referrals. The Center receives approximately 6,000 incoming calls per day that need to be assessed and handled in a manner than exceeds the caller’s expectation. Problem solving, quality monitoring and a strong customer service ethic are essential skills needed for the position of supervisor.
Position responsibilities:
DAILY OPERATION: Maintains appropriate staffing/schedules to ensure efficient call handling and consistently meet/exceed performance metrics. Monitors and maintains statistical and productivity audits and reports on a daily, monthly and quarterly basis. Establishes daily operating procedures with manager. Reviews/tracks attendance/performance and maintains all personnel records.
Coordinates daily shift briefings to relay pertinent updates to staff. Advises management team of irregularities and take appropriate action when needed. Makes recommendation to senior management to improve operations and identify ongoing needs of the business.
STAFF DEVELOPMENT: Recruits and hires team leaders and patient access
partners and assists in the recruitment of clinical staff. Implement initial and reoccurring training. Motivates and monitors performance and provides developmental feedback. Observes and monitors staff both through one-on-one observation and “secret” monitoring on a regular basis. Ensure that each staff member meets quality standards and requirements by achieving a 95% or higher on quality assurance scores. Counsel partner's and team lead's and initiate disciplinary action when appropriate.
SUPPORT SERVICES: Provides on-call/call-back coverage to staff. Responds and resolves external/internal customer issues in a multi-faceted environment. Establishes departmental strategic goals with manager. Provides input to manager for preparation of budget. Oversees Marketing and other department’s event registration process. Prepares and maintains monthly crystal reports to track physician answering service message volume for each physician.
DATABASE MAINTENANCE: Delegates processing of Faculty and Staff information changes for LUHS intranet. Develops and maintains data for over 600 + attendings, fellows, resident and staff profile information and manages Web-On-call database for physician medical information.
EMERGENCY PROCEDURES/PREPAREDNESS: Assists and oversees implementation of emergency procedures (Code Blue and Trauma Codes, Code Stemi, Mr.Red, Mr. Blue, Mr. Green, Code Pink, Bomb Threat and Tornado plan) and take appropriate action in the event of irregularities. Coordinates notification process in the event of an actual disaster or disaster drill and relays pertinent information to the appropriate individuals.
Requirements:
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Bachelor's degree OR equivalent training acquired via work experience or education
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3-5 years of previous job-related experience, 6-10 years preferred.
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3-5 years of managerial experience.
At Loyola, we know you’re more than your job. We see you and all of your potential. That’s why we invest in our people. Clinical advancement programs, flexible scheduling, tuition reimbursement and day one benefits… at Loyola, what’s important to you, is important to us. Join our family.
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Benefits from Day One
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Daily Pay
- Career Development
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Tuition Reimbursement
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On Site Fitness Center (Gottlieb Memorial Hospital & LUMC)
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Educational Stipend
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Certification reimbursement (up to 1 certification)
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Referral Rewards
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
