Supervisor, Business Systems

POSITION PURPOSE: 

The Business Systems Supervisor provides leadership, direction, organization and administration of daily business processes and frontline clinic operations. This position works in collaboration with the Clinic Manager, Clinic Medical Director (CMD), and/or Care Delivery Supervisor (CDS). Patient Excellence is to be centered on patient care and patient relationships and is the responsibility of all employees.

ACCOUNTABILITIES:
 Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures.

1. Patient Experience:

• Acts as an effective, consistent role model of Patient Excellence; exemplifying courtesy, compassion and responsiveness to all customers.
• Demonstrates that the patient is put first at every opportunity
• Talks “service” routinely to reinforce a service-orientation mind-set
• Looks for instances of missed opportunities in which employees could have better met customer needs; constructively brings such to their attention and coaches on ways to improve.
• Holds self and employees accountable for meeting high standards of service standards of service toward all customers.
• Accepts the philosophy that customers are a gift to our organization and complaints or feedback are key to our goal of improving experience.
• Actively listens to patients/members/families who have concerns about their care of service, seeking to understand each situation through the eyes of the patient.
• Documents such concerns and ensures that appropriate investigation and responses occur.
• Identifies trends affecting patient satisfaction and works within the local clinic or the larger HPMG and Clinics to resolve such trends.
• Works with staff and other supervisors to identify opportunities to improve patient experience.
• Includes patient experience discussion at staff meetings, reviewing patient feedback with staff and setting improvement priorities.
• Cooperates and collaborates with HPMG and Clinics leadership regarding the rollout of Patient Excellence initiatives.

3. Quality and Data:

• Monitors the revenue cycle through the following:
• Standards for care unit facilitation are followed, including:
• Timely and accurate completion of charts
• Charge tickets are reconciled with schedule
• Charge entry within expected timeframe and posted to correct account
• Receives and interprets all reports relevant to the revenue cycle, and takes corrective action as appropriate
• Works collaboratively with Epic Systems and Patient Accounting staff to develop and monitor reports related to revenue collection and bad debt. Take corrective action as appropriate.
• Works collaboratively with Coding and Compliance Specialists and CMD to facilitate audits and assessment of coding appropriateness.
• Monitors effectiveness in collection of other revenues, i.e., charging for supplies, DME, work performed by professional staff at the request of attorneys.
• Uses reporting functions of AWARE and experience survey data to assist management team in identifying key patient experience opportunities.
• Monitors the referral and authorization process for timeliness and accuracy.
• Ensures that legal requirements for Release of Information are followed.
• Assures the availability and quality of health information through monitoring the following:
• Standards of chart order and filing timelines are followed
• Paper charts and or automated medical information is available for clinical staff when needed.
• Implements and monitors compliance with new health information guidelines and initiatives.
• Monitors compliance with legal guidelines and HPMG policies relevant to the medical record.
• Monitors systems and processes related to telecommunications:
• Interpret and understand the telephone statistics and take action as appropriate to assure that patient service standards are met.
• Assesses patient service improvement opportunities relevant to the telephone system i.e., optimal phone tree for auto attendant, patient feedback related to on-hold messaging system.
• Assures optimal patient scheduling through the following:
• Responsible for implementation of reporting needs required to support access and any future scheduling initiatives.
• Monitor reports and processes to assure patient scheduling standards are met.
• Collaborates with other clinic supervisors and departments as appropriate to assure that system applications support clinic scheduling and registration flow in the clinic.
• Monitors system performance for all areas of responsibility through the following:
• Assesses clinic applications for system slow time or downtime and alerts the appropriate Epic Systems and I.S. staff.
• Works collaboratively with appropriate Epic Systems, I.S., and Telecommunications staff to monitor for system errors, take corrective action, and monitor for resolution of the problem.
• Actively participates in the creation, update and ongoing testing of business continuity and disaster recovery planning and preparation.
• (Specialty Care Departments) Within a specialty department, other specific department related responsibilities could be a priority for this role. This can include surgery scheduling workflows and OR utilization, workflow and technical systems for retail items and payment or other specialty related work for patients based on department need.

4. Financial:

• Plans, develops and monitors the budget for their area of responsibility
• Works collaboratively with the Manager, Clinic Medical Director and other supervisors to ensure optimal revenue capture.
• Participates in the capital budget planning for their area or responsibility
• Authorizes expenditures for their area of responsibility
• Acts as a responsible steward of resources including time, materials, supplies and property

5. Job Functions Specific to this Position:

• Revenue cycle processes
• Schedule Access and Templating
• Telephone performance management and phone systems
• Liaison with Revenue Services, Patient Accounting, Claims, Billing and Member Services
• Frontline staff functions and processes
• Financial Accounts (MVA, FFS, Work Comp, Third Party etc.)
• Patient Complaint resolution 
• Health information processes 
• Scheduling/Registration
• Check-In processes
• Check out processes
• In-basket processes and auditing
• Staff recruitment, onboarding, supervision and development
• Non-medical equipment and Office supplies
• Local 12 expert
• Local travel as needed (between clinics or administrative sites)
• Other duties as assigned

REQUIRED QUALIFICATIONS: 

• Bachelor’s degree in business or health-related field or six years of job-related experience.
• Two years of work experience in the health care industry with a focus on customer service, clinic operations, or related experience
• Ability to lead, influence, mentor and motivate employees.
• Demonstrated organizational skills
• Demonstrated effective project management skills
• Demonstrated problem solving skills
• Ability to manage resources and staff with budget requirements
• Strong written and oral communication skills 
• Strong analytical skills
• Customer service experience with demonstrated strength in communication skills in dealing with patient/public contacts.
• Ability to understand, implement and monitor care improvement, patient experience and access data and processes.

PREFERRED QUALIFICATIONS:

• Experience with Epic Cadence appointment scheduling, templating and other build details
• Experience with EpicCare Ambulatory basic tools and workflows
• Demonstrated project management skills 
• Knowledge of basic process improvement tools such as Lean or other methods