Supervisor Patient Access - Hospital

The Patient Access Supervisor is responsible for providing guidance to the Patient Access Representatives, expediting patient flow, and coordinating the registration of all patients. Also supervises the scheduling of patient procedures and assists with related process workflows. As a working supervisor, the Supervisor Patient Access works directly with staff, patients, and their families in the admission and/or payment collection process. Communicates with other departments to expedite the admission process. Relies on extensive experience and judgment to accomplish responsibilities, while creativity is expected to perform job, and leads and directs the work of others.

Supervision: This will have been satisfactorily performed when…

1. Directly oversee the daily activities of the registration areas to ensure departmental standards are met. Regularly educate/huddle with all registration staff providing information regarding changes pertinent to their roles. Work with direct reports to ensure excellent quality of work is performed.
2. Training is provided to all admission staff and training documentation/competency checklist is completed correctly at the end of the training period. Coaching is provided as requested to assure an overall admission accuracy score of 98%.
3. All admission staff has been properly trained on and with the ADT system, E-mail, Passport Insurance verification, Medical Necessity Software and all admission forms, printer, hospital and department policies and procedures, phone system, downtime process, collection process and all business office functions provided by admission staff.
4. Trains and retrain staff concerning Regulatory changes and relays as evidenced by attendance sheets and documentation of training.
5. All Scheduling staff has been properly trained on and with the Cerner system, FaxGate and related Scheduling policies and procedures, phone system, downtime process and all business office functions provided by Scheduling staff.
6. Educational in service for staff has been done for all admission staff concerning scheduling processes.
7. Staff training manual is kept current and updated for new hires and re-training of the staff.
8. Staff is informed monthly of admission error status informed of area of improvement or rewarded for job well done.
9. The flexibility of a working supervisor is demonstrated by the assumption of necessary roles within the department to assure departmental objectives are met.
10. Maintain accurate attendance records for employees and assist with the processing of payroll by maintaining employee edit requests.
11. Assist Manager with employee evaluations.
12. Ensure all personnel and departmental policies and procedures are followed.
13. Resolve all concerns/complaints that occur while on duty without depending on staff to resolve and/or defuse situations
14. Review schedule at start of shift to ensure appropriate coverage is available.

Quality: This will have been satisfactorily performed when…

1. Documentation of audits and reports show staff improvement or failure of improvement in admissions skills; appropriate actions are taken with staff to assure set goals.
2. Monthly audit reports are reviewed, and discrepancies of staff errors are analyzed and responded to with manager appropriately.
3. Documentation of the sessions with individual staff on admission audit findings is reviewed monthly and appropriate follow up was made.
4. Maintain QA auditing. Conduct audits and investigations related to improving registration accuracy, patient flow, and patient satisfaction.

Customer Service: This will have been satisfactorily performed when…

1. Problems are solved collaboratively, processes improved, services developed and served as an advocate for the customer.
2. Supervise and maintain effectiveness of patient flow.
3. Continuous coverage of staff is provided and assume any role in the admission department as needed based on high volume or staff shortage.
4. Function as PAR during callouts, PTO, and to relieve staff members during breaks; excel in all functions performed by PAR I and PAR II. Demonstrate ability to register all patient types.
5. Work closely and professionally with ancillary departments in an effort to maintain a team approach.
6. Assume on-call responsibilities to ensure adequate staffing and departmental operation.
7. Verify and communicate insurance eligibility, billing, collections and payment responsibilities to the patient and patient's family (as necessary) and ensure co-pays, co-insurance, and deductibles are correctly collected.
8. Greet, register, and provide general assistance to patients; respond to patient concerns as well as other departmental concerns.

Financial: This will have been satisfactorily performed when…

1. Hospital payer guidelines are met, and staff are educated, and stays updated on current contractual regulations as determined by compliance rate and documentation of staff education.
2. Maintain and balance daily deposits.

Other Duties as Assigned: This will have been satisfactorily performed when…

1. Other duties are completed as assigned.

Education: High school diploma or equivalent

Experience: 4 years' experience in the function of hospital registration, hospital or related area

Licensure/Certification: Certified Healthcare Access Associate (CHAA) Certification

Certification required within six (6) months of hire.