Reports directly to the Revenue Cycle Manager. The Patient Access Supervisor has the responsibility to lead people, processes and customer service related to registration policies, upfront collection of patient payments, financial counseling, and patient financial support navigation functions of the Patient Access Representative (PAR) role. The successful fulfillment of this role will provide ongoing training of the PAR team as well as to Med/Surg and Primary Care/Specialty Care Clinic personnel Assists with the revenue cycle team. They will drive high customer service and high performance in assuring patient registrations are correct in a timely and courteous manner and that the data collected for insurance processing is accurate and supports effective claims processing.
This position will work with the Revenue Cycle Manager on performance projects and initiatives to meet short and long-term strategic goals and will provide analytical analysis and create written guidelines, policies, and procedures in accordance with implementation of all work processes utilizing thorough analysis.
Desired Education, Certifications and/or Experience
· Patient Access Representative experience or other related field, OR equivalent experience required (experience may be substituted on a year for year basis to meet this requirement).
· Strong background in financial management and knowledgeable of federal and state laws and requirements relating to healthcare management.
Responsibilities / Functional Job Description
General:
1. Demonstrates a commitment to living the SLHD standards of behavior through exemplifying in action, a commitment to the values of SLHD, namely:
A. Innovation – continually seeking the latest advances in cost effective healthcare and customer service.
B. Compassion – concern for the individual, empathy for the situation, action to provide service
C. Integrity – doing the right thing; always.
D. Community – supporting, giving and acting to improve where we live, serve, and work.
E. Passion for Healthcare – fervently, avidly, and zealously seeking the improvement of human health
2. Displaysthis commitment to the standards of behavior through actions and words, by demonstrating the following behavior traits:
A. Adaptability – Responding resourcefully to changes indirection, priorities, schedules, approaches and responsibilities for the good of everyone. Maintaining a positive attitude when faced with a difficult or challenging situation and providing an uplifting and realistic outlook on the opportunities the future may present.
B. Communication – Listening attentively and seeking clarification, being friendly in words and actions, responding to others in a timely manner to ensure satisfaction, comfort and quality care. Utilizing AIDET and the promise to explain the experience the patient can expect, and communicate how the patient will receive excellent and timely care.
C. Professional Conduct and Attitude- Keeping personal conversations to an appropriate volume for the area I am working in, treating everyone in a courteous manner – rudeness is never acceptable, addressing conflict with others privately and respectfully and utilizing the appropriate chain of command. Doing the right thing, even when no one is watching, keeping frustration separate from patent care and professional activities, and recognize that patients are not an interruption, they are our reason for being here.
D. Commitment to Team Members/Patients – Assist patients in finding their destinations, walking with them when possible, interacting constructively with team members and supporting a blame free environment, recognizing there is no place for “it’s not my job”, finding the right person to support a patient or coworker if I am unable to support or help them. I will not spread negativity, being positive starts with me.
E. Personal and Career Development – Demonstrating a curiosity toward learning and practicing self-development. Supporting co-workers by sharing knowledge, expertise and encouragement to help them be successful in their role. Finding ways to improve the quality of my work even when things are going well. Seeking creative solutions to problems and encouraging creativity in others.
F. Sense of Ownership – Admitting and correcting mistakes, taking personal responsibility to help the organization to succeed. Ensuring cleanliness by maintaining a clutter free environment. Refraining from behavior or conversations that undermine the confidence of the community in our facility. Utilizing resources effectively and maintaining financial responsibility.
Role Specific:
1. Oversees staff performing patient access (either directly or indirectly as assigned), financial advocacy and enrollment functions of the organization.
2. Responsible for scheduling PAR staff for coverage of all front desks throughout the organization including the Med/Surg PAR desk, the Specialty Clinic PAR desk, the Kemmerer Primary Care PAR desk and the Arrowhead Family Medicine PAR desk.
3. Serves as the primary role model and trainer of effective and efficient PAR responsibilities including scheduling and registering patients as well collecting co-pays and outstanding balances of patients and/or their guarantors at the point of service.
4. Provides training to the PAR team. Provides face-to-face and personalized training at times convenient to Med/Surg and Clinic personnel responsible for covering the PAR desk responsibilities.
5. Coordinates coverage of PAR shifts for approved and unscheduled leave, including personally covering these responsibilities as needed.
6. Works closely with Clinic Practice Administrator to ensure patient scheduling is aligned with clinic goals and strategic priorities.
7. Supervise the budgetary dollars of the department in collaboration with the Revenue Cycle Manager for assigned area of responsibility
8. Ensures that operating expenses are well within the prescribed limits of budget plans and fiscal guidelines.
9. Ensure that registrations are correct and scanned daily along with providing ongoing audits to ensure registration accuracy and accountability.
10. Monitors timeliness and effectiveness of department activities, ensuring that collection targets, accuracy, procedures, and customer service standards are maintained at the highest levels.
11. Monitors and is accountable to ensure effectiveness of time-of-service collection efforts and adapts processes, or provides recommendations for updates to policy in order to maintain effective patient financial collections processes.
12. Complies and prepares various status reports for management in order to analyze trends and make recommendations.
13. Manages and oversees all personnel assigned to the PAR team.
14. Handles complex patient complaints and issues to reach the greatest level of customer satisfaction possible, while maintaining alignment with department and organizational policy as well as local, state, federal and contractual compliance.
15. Oversees the execution of plans and programs in conjunction with department and executive leadership to monitor patient relations.
16. Monitors and streamlines the various functional activities to ensure the effectiveness in maximizing the utilization of technological, financial and people resources.
17. Monitors and oversees performance measures and standards for the team, as basis for the conduct of annual performance management review program.
18. All other work/assignments as delineated or assigned.
19. This position is not eligible for telecommuting. Supervisor will be expected to report to work at SLHD main campus.
Desired Knowledge, Skills & Abilities
1. Knowledge of state and federal regulations, policies, and procedures governing accounting, medical billing and financial recordkeeping.
2. Knowledge of financial/revenue cycle reporting and key performance indicators for measuring and benchmarking performance
3. Ability to operate various office equipment
4. Skill in accuracy and attention to detail
5. Ability to perform public relations and public speaking in a professional manner
6. Ability to maintain confidentiality
7. Ability to read, write legibly and calculate mathematical figures
8. Ability to solve practical problems and deal with a variety of variables
9. Ability to work with, lead and supervise others
10. Ability to manage multiple assignments/projects; meet timelines and prioritize responsibility
11. Ability to handle stressful situations and react appropriately
12. Ability to exercise good judgement in appraising situations and making decisions
13. Ability to work and interact effectively and positively with other staff members to build and enhance teamwork across SLHD departments
14. Ability to communicate to complete responsibilities effectively
15. Ability to see to use computer efficiently and read computer reports and correspondence
16. High proficiency with Microsoft office products (excel, word, PowerPoint, etc.)
Equal Employment Opportunity
South Lincoln Hospital District will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation or any other category protected by law.
Americans with Disabilities Act (ADA) Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 20 pounds and be able to read, write, and understand the English language.
Job Type: Full-time
Pay: $43,680.00 - $52,000.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Ability to Commute:
- Kemmerer, WY 83101 (Required)
Work Location: In person
