Patient Access Supervisor

ESTES PARK HEALTH COMPANY DESCRIPTION:

Estes Park Health exists to make a positive difference to the health and well-being of all we serve. Located about 90 miles northwest of Denver, at 7,522 feet above sea level, Estes Park Health sits in the heart of the Rocky Mountains. As a gateway to Rocky Mountain National Park, the adventurous lifestyle Estes Park supplies open endless outdoor opportunities for our staff. We promote a healthy work-life balance to give our staff the time to enjoy the “playground” that is Colorado.

From pediatrics to geriatrics, Estes Park Health supplies a full spectrum of care for our friends, neighbors, and visitors in the entire Estes Park Valley and Rocky Mountain National Park. Today, over 18,000 patients—residents and visitors alike—see our health care teams for both outpatient and inpatient services.

SUMMARY:  

The Patient Access Supervisor is responsible for coordination and supervision in all areas within Patient Access:  Clinic, Outpatient Registration, Rehab, Emergency Department and Urgent Care.  This position requires a detailed knowledge base in all these areas mentioned and scheduling protocols and billing practices, as well as an understanding of how these areas impact the flow of work throughout the departments and organization. The Supervisor is responsible for developing and enforcing policies and procedures, monitoring the accuracy of registration and scheduling data entered by staff, ensuring that proper patient experience protocols are followed, monitoring and clearing issues in various registration and billing work queues, and managing the overall training and coordination of work for the department.

The position requires the ability to independently plan, schedule, organize and respond appropriately on a wide variety of subjects and situations. The ability to perform the duties of the staff supervised is required. As hospital reimbursement, patient experience, and provider schedules are dependent upon the activities of the Patient Access Department, timely completion of duties and follow-up is critical. Involvement in departmental and interdepartmental process improvement teams would also be expected of the individual.

The Supervisor works closely with the Patient Access Manager, providing feedback on daily registration processes and staffing issues.  The Supervisor manages the schedule for all Patient Access areas and provides training and work direction to others along with assistance as necessary to ensure a positive patient experience and compliance with department policies and procedures.  The Supervisor will manage daily coverage issues and assist with cross-training of all staff.

ESSENTIAL DUTIES:

• Perform in accordance with Estes Park Health’s mission, vision, and values.


• Manages Monthly Schedule for all Patient Access areas and ensures adequate staff coverage as needed.


• Responsible for the Daily operations in The Clinic, OP Registration, Rehab, Emergency Department and Urgent Care.


• Monitors daily workload and ensures timely and accurate scheduling and registration activities.


• Respond to employee questions/concerns on an individual basis as needed.


• Provide timely performance improvement feedback and coaching.


• Support team meetings to apprise staff of changes and to address broader-based program area issues and initiatives alongside the Patient Access Manager.


• Encourage and commend staff for excellent performance.


• Assists Manager in educating staff about any changes pertinent to their roles.


• Serves as a positive role model for team members by working with them to promote teamwork, cooperation, and excellent customer service.


• Provides feedback and communicates trends on daily registration processes along with staffing issues to the Patient Access Manager and Revenue Cycle Services Director.


• Maintains a solid understanding and knowledge of payer requirements, registration, and scheduling workflows, as well as referral requirements to ensure staff follows established procedures to maximize reimbursement. Request system enhancements as needed to facilitate accurate registration and scheduling.


• Trains and orients new hires after initial onboarding in all registration modules within Epic as well as conducting refresher classes based on need. Keep Training manuals updates (Epic Tips and Tricks, Insurance, etc.)


• Monitor the accuracy of the data entry of demographic and insurance information obtained by staff for patient registration, as well as policies and established procedures. Investigate errors, suggest changes and/or implement solutions to encountered problems.


• Responsible for Cross-Training Patient Access Representatives to be able to work in one other area than assigned service area.


• Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention from a higher authority. Participate in process improvement teams as assigned.


• 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 Patient Access leadership.


• Perform in accordance with all local, state, and federal laws and regulatory agency standards.


• Other Duties as assigned.

JOB SPECIFIC - EMERGENCY DEPARTMENT:

• Upon patient arrival, assess patient condition to determine if registration can be performed at the desk area or if patient needs to be taken directly to a room.


• Checks all emergency medical records for completeness before processing; processes orders accurately, efficiently and completely.  


• Responsible for Home Health processes during evening, overnight, and weekends. 


• Activates trauma team as per protocol.


• Responsible for registering patients for outpatient services after regular business hours.   


• If Representative is licensed/certified EMT, will assist medical team in administering Emergency treatment as needed, per guidelines of the Director of the Emergency Department.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of medical billing requirements, third party payers, coordination of benefits, scheduling

   practices and provider template management required.

• Knowledge of managed care referral and prior authorization requirements as they relate to hospital

   reimbursement strongly preferred

• Demonstrated performance excellence and leadership qualities in previous positions

• Demonstrates an aptitude and willingness to learn new responsibilities

• Excellent verbal and written communication skills

• Excellent organization, interpersonal, and customer service skills

• Ability to work independently, make decisions, meet deadlines, multi-task and solve problems;  

   working under a moderate to high degree of pressure

• Proficiency in PC software, especially word processing and spreadsheet program

• Experience with a hospital-based computer system (preferably Epic)

POSITION REQUIREMENTS:

• Associate degree from an accredited college or university in business, healthcare administration or related major preferred (relevant experience in lieu of degree may be considered).


• Three years of experience in a progressively responsible healthcare revenue cycle or clinic operations, or at least 1 year of related experience in a leadership role.


• Must be detail-oriented with excellent people and organizational skills.


• Computer literate in Windows and Microsoft Office suite.


• Must have knowledge of Epic software.

PAY RANGE:

$23.52 - $31.99 per hour

BENEFITS:

We offer a full range of benefits to fit your needs and family for full time and part time employees!

All employees are enrolled in a Money Purchase Pension Plan 401(a) which replaces Social Security contributions.  You control the investments on-line yourself or with you financial advisor to help it grow.  We also offer a 457(b) plan for you to ad additional funds to your investments.

Medical – Choose from a HSA or PPO medical plan with pre-tax spending accounts.
Dental – An affordable all-inclusive services plan.  No need to choose from 2 or 3 options.
Vision – Just for you or your whole family.
Paid Time Off – Personal and sick leave immediately available as accrued each pay period.
Medical Transport – Add MASA as a supplemental for both Air and Ground usable in all 50 states.
Accident and Critical Illness – For those unexpected life issues that may happen. Cash payouts to you.
Term Life and AD&D INS. – Free to full and part time employees.
Voluntary Life Ins. – Additional coverage for you to purchase for yourself, spouse and or children.
Short Term Disability – 2 levels to purchase for your needs.
Long Term Disability – Free to you while employed.
Employee Assistance Program – A comprehensive program for you and your family member which includes a national provider network for counseling services, life balance services, legal and financial services

Statement Regarding Initial Application:

In accordance with the Job Application Fairness Act, any applicant filling out this initial application will not need to disclose any age-identifying information. This standard is upheld in any additional documents submitted alongside this initial application. Any resumes, or additional documentation, that have information that would disclose an applicant’s age can be redacted at the applicant’s discretion.

For more information about this opportunity e-mail questions to [email protected].

Equal Opportunity Employer: In compliance with federal law, including the provisions of Title VII of the Civil Rights Act of 1964, Section 503 and 504 of the Rehabilitation Act of 1973 and the Americans with Disabilities Act of 1990, EPH does not discriminate on the basis of race, sex, religion, color, national or ethnic origin, age, disability, or military service in its administration of policies, programs, activities or employment. In addition, EPH does not discriminate on the basis of sexual orientation or gender identity.

The descriptions above are listed as is at the time of posting and could change as needed at any time in accordance with state, local and federal laws.