Supervisor Patient Access- Pre- Service

POSITION SUMMARY

The Patient Access Supervisor provides direct oversight and support for Patient Access operations, supervising the Patient Access operations of their area of focus to ensure high quality work in a fast-paced environment. This role is responsible for delivering consistent, best practice, patient-centered experience while supporting revenue cycle goals and compliance standards. This individual remains competent in their area of responsibility and is able to take on staff assignments as needed. The supervisor is responsible for staff scheduling needs including, but not limited to, schedule changes and call-offs. They also directly supervise and provide feedback for the work being done. 

The Supervisor is responsible for:

• Operational Oversight
  Supervises and administers daily activities of Patient Access teams to ensure timely and accurate completion of Patient Access tasks , which may include on-call duties. Addresses workflow issues to maintain service standards. Assists manager with workforce planning, budgeting and managing staffing schedules. 

• Compliance and Quality Assurance
  Ensures adherence to organizational policies, payer requirements, and regulatory standards. Monitors data accuracy and supports quality assurance program. Ensures registrations and scheduled appointments are complete and compliant for maintaining accuracy of Patient and Guarantor Account Records as well as provide necessary details for billing and clean claim processing.

• Team Leadership and Development
  Provides coaching, support, and performance feedback to staff. Promotes a culture of professionalism, collaboration, and continuous improvement. Directly supervises Patient Access staff and coordinators, as applicable. 

• Performance Monitoring
  Tracks designated key performance indicators (KPIs) for their area, focusing on accuracy and quality. Collaborates with leadership and the Quality and Training team to identify trends and implement improvements.

• Cross-Department Collaboration
  Partners with clinical departments, revenue cycle teams, and other stakeholders to resolve access barriers, streamline workflows, and enhance patient satisfaction.

LEADERSHIP VALUES

The MNH Leadership Values we are striving to emulate:

1. Respect, appreciation and caring for all-positive outlook
2. Initiative, achievement oriented, drive for excellence and continuous improvement; perseverance and ability to see the big picture
3. Teamwork and support for others; interdependence and commitment to the collective; system success as opposed to individual achievement or credit
4. Open, respectful, candid communication; handles conflicts and differing points of view directly; doesn’t shy away from difficult issues or conversations 
5. Stewardship of resources and passion for efficiency
6. Ownership of actions and results focused 
7. Resilient; adaptable to change; perseveres in the midst of challenges
8. Courage 

MINIMUM REQUIREMENTS

Education:

1. High School Diploma required;
2. Associate’s degree preferred (preferably in healthcare or public administration, education, management, or a related field); 
3. May have an equivalent combination of education and/or experience in lieu of specific education. 

Experience:

1. Three years of health care/patient access and/or customer service experience required of which 1 year must be management/leadership; or equivalent combination of education and experience.
2. Knowledge of patient access processes required.
3. Epic System experience is preferred. 
4. Microsoft Word, Excel and PowerPoint experience preferred. 
5. Statistical reporting experience preferred. 

Knowledge, Skills, Abilities:

1. Expertise in the best practices of patient access workflows.
2. Demonstrated ability to work under stressful situations. 
3. Functional understanding of health care operations and physician practices.
4. Demonstrated leadership and interpersonal skills.

5. Ability to function in an independent manner with little or no need for direct supervision.

6. Strong organizational skills to manage multiple diverse priorities.
7. Effectively communicates verbally with patients, physicians, visitors, co-workers and supervisors.
8. Ability to document data and other information.
9. Ability to read and interpret written communication.
10. Ability to speak, read, and write the English language.
11. Uses tact, sensitivity, sound judgment, and a professional attitude constantly. 
12. Conducts business in a professional and cordial manner that upholds the 
    integrity and reputation of Mount Nittany Health.
13. Knowledge of human resource laws and regulations as they relate to the 
    management of staff. 

License/Certification/Registration:

1. HFMA CHFP, AAHAM, CHAA, CHAM or equivalent Revenue Cycle Certifications preferred.

SUPERVISION RECEIVED

Receives supervision from the Patient Access Director and Managers.

SUPERVISION GIVEN

Supervises the activities of assigned employees in specified area.

ESSENTIAL FUNCTIONS

Supervision 

1. Financial Stewardship: ensure productivity standards and effective efficient use of resources.
2. Human Resource Skills: Evaluate staffing needs and patterns.
3. Performance and Quality Management: Monitor Key Performance Indicators (KPIs) for areas of responsibility. Collaborate with leadership and training/QA teams to identify and address areas falling below thresholds, including identification of root causes and development of individualized and global solutions. 
4. Performance Improvement Skills: monitor patient safety & ensure reporting when necessary; participate in root cause analysis; promote workplace safety; maintain survey and regulatory readiness; just culture; and promote intra/interdepartmental communication.
5. Technology Skills: use of technology to support patient care delivery and decision making.
6. Change management skills: Supports Director and Manager in facilitating change through encouraging key stakeholder participation, communicating & reinforcing changes, and assisting in the evaluation of outcomes. 
7. Appropriate knowledge: maintain knowledge pertinent to scope of responsibility and promote evidence-based practice.

Leadership 
 

1. Human resource leadership skills: performance management 
   (conduct evaluations, assess staff, monitor fitness, initiate corrective actions, terminations, etc.); knowledge of HR policies; staff development and assurance of competencies; and staff retention skills and activities. 

2. Communication skills: open, respectful, and effective, both oral and written. 

3. Relationship management & influencing behaviors: manage conflict; situation management, promote team dynamics, mentor and coach staff & peers, apply communication principles; encourage participation of staff; role model professional behavior; act as a change agent; and apply principles of self-awareness 

4. Diversity and Inclusivity: maintain an environment of fairness and equality. 

Professionalism

1. Personal and professional accountability: practice ethical behaviors; hold self and others accountable for respect and professionalism; and promote and role model lifelong learning. 

Technical 

1. Supports the onboarding of new employees in area of responsibility.

2. Assists with maintaining overall quality management ensuring accurate registrations have a positive impact on Revenue Cycle.

3. Assists with maintaining registration reference and training materials.

4. Performs time keeping/payroll activities.

5. Keeps Patient Access Management team informed of department activities, needs and problems on an ongoing basis.

6. Assists with the implementation of new products/processes.

7. Leads team to meet established goals.

8. Serves as a positive role model.

9. May collect and report statistical information essential for meeting team goals.

10. Completes all assignments and projects in an organized, timely manner using project management and reporting techniques.

11. Maintains the confidentiality of all records and information received in course of job in accordance with HIPAA guidelines.

NON-ESSENTIAL FUNCTIONS

Performs related and miscellaneous duties as assigned.