Supervisor Clinic Registration-Urgent Care

Overview

FLSA Status:         Non-Exempt

Original Date:       April 2020

Last Revision:       January 2022

JOB SUMMARY:  The Patient Access Supervisor manages the day-to-day operations of a team of colleagues to provide patients with above average accuracy and time efficient financial clearance services. Takes personal responsibility to stay abreast of current policies and procedures, as well as maintains expertise proficiency in all Patient Access technologies. This role acts as an advocate for the patient and also serves as a liaison between colleagues, hospital departments and physician offices in a collaborative effort to facilitate patient registrations and admissions, verify insurance benefits and obtain related authorizations.  Additionally, the Patient Access Supervisor may be responsible for managing the oversight of financial resource screening for Medicaid, Affordable Care Act, and hospital-sponsored financial programs as appropriate. Specific functions vary by location and department internal operations.

EDUCATION/EXPERIENCE: High school diploma or equivalent and 3 years of experience working within the registration (front end) or billing (back end) revenue cycle processes, including demonstrated success obtaining patient demographic and financial information, handling insurance verification and obtaining authorizations; or, an equivalent combination of education and experience. Associate’s Degree from an accredited college or university preferred.

REPORTS TO: Manager, Patient Access

LICENSURE, CERTIFICATION, and/or REGISTRATION: Certified Healthcare Access Manager preferred

ESSENTIAL FUNCTIONS: 

1. Responsible for assigning and directing work; appraising performance for direct reports as well as addressing complaints and resolving problems for colleagues within the organization. Works closely with the clinical team of the various ancillary departments.
2. Prepare and communicate work schedules for colleagues.
3. Track and communicate key metrics including point of service cash collections, registration productivity, accurate and timely insurance verification and securing authorizations as necessary. Track productivity monitoring for staff to maximize resources and results.
4. Attend, prepare materials and actively participate in the facilitation of mandatory monthly staff meetings, new hire training, team building, in-services and continuing education sessions. 
5. Implement and recommend processes and tools to consistently achieve established key performance metrics. 
6. Identify and address team member training needs to outperform expectations. Provide team member performance data in preparation of annual reviews.
7. Provide regular reporting and communication to PFS and Clinic Operations leadership.
8. Provide assistance/resolution to external and internal inquiries around patient financial service activities.
9. As a subject-matter expert, assist team with escalated patient and department issues, coaches and trains other team members as needed.
10. Responsible for reporting any trends in patient wait times, registrations, financial clearance, point of service cash collections, procedural issues and make recommendations to the PFS and Clinic Operations leadership to maximize performance when appropriate
11. May be responsible for acting as point of contact for specific operational activities, including implementation updates, reporting, escalations and presenting at meetings
12. Support leadership with analyzing Patient Access performance to drive performance improvement and related revenue cycle results.
13. Performs other duties as assigned.

SKILLS & QUALIFICATIONS:

Working knowledge of all revenue cycle and healthcare related issues and regulations.

Knowledge of federal or state government agencies including but not limited to Medicare, Medicaid, VA or Charity Care programs, or patient management and healthcare accounts receivable within the healthcare revenue cycle.

Proficient knowledge of commercial, government insurance plans and workers compensation, insurance verification and authorization procedures, payer networks, government resources, and medical terminology.

Ability to build high performing teams, meet departmental and individual performance objectives. 

Demonstrated experience handling escalated issues, educate and mentor team members and is viewed as a subject matter expert.

Excellent written and verbal communication skills.

Expert knowledge of patient access services and the overall effect on the revenue cycle.

Demonstrated experience communicating effectively with a customer and simplifying complex information.

Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievements of performance metrics.

Solid knowledge of all MS Office Products and Internet Explorer.

Ability to perform duties in a stressful environment that may require long periods of sitting, standing or walking to interview patients and process information.

Ability to support, understand and utilize registration technologies.

WORK ENVIRONMENT:

Clean, indoor environment

Travel required to assigned clinic locations.

The environment may include alarms, occasional loud noises, bright lights and flashing lights.

PHYSICAL REQUIREMENTS:

Amount of time spent performing the following activities: