Supervisor, Patient Access, High Point Medical Center

40 hours per week, variable shift

JOB SUMMARY: The Supervisor, Patient Access manages the day-to-day operations of all front-facing areas of admissions, emergency department registration, in addition to any patient access function within scope. Takes responsibility of ensuring the accuracy of processes and workflows of each area to operate efficiently. Stays abreast of current policies and maintains expertise proficiency in all patient access technologies. This role is an advocate for all patients and is a liaison between colleagues, hospital departments and clinics in a collaborative effort to facilitate patient registrations, appointments and other patient access functions. The supervisor ensures all functions within scope provide maximum reimbursement to the organization in registration, insurance verification, authorizations and other related functions. Organizes and coordinates the activities of assigned staff to ensure safe, effective, and appropriate work in a fiscally responsible manner. Provides direction and support for staff, promotes staff development and collaborates with leadership. Responsible for handling and solving any problems related to their area of assignment as well as hiring, coaching and termination of assigned staff, as appropriate. Conducts and oversees the orientation, training and mentoring of all employees. Attends monthly, weekly and daily meeting as scheduled. Responsible for performing the revenue cycle tasks that are necessary to ensure compliance and excellent customer service.

EDUCATION/EXPERIENCE: Associates degree in Healthcare or Business or two year’s revenue cycle experience. Previous supervisor or lead experience in the revenue cycle preferred.

LICENSURE, CERTIFICATION, and/or REGISTRATION: Certified Patient Account Manager (CPAM) by the American Association of Healthcare Administrative Management or Certified Financial Healthcare Professional (CFHP) by the Healthcare Financial Management Association preferred not required.

ESSENTIAL FUNCTIONS:

Manages workflow activities and formulates policies and procedures relating to assigned departmental functions. Maintains a working knowledge of functions in area(s) of responsibility. Acts as a resource for problem resolution.

Responsible for assigning and directing work, appraising work performance of direct reports. Prepare and communicate work schedules to colleagues.

Collaboratively work with other departments to ensure functionality of all patient access workflows and processes.

Track/Monitor productivity and performance for staff to maximize resources and results.

Responsible for reporting trends among registration, financial clearance, point of service collections and procedural issues to leadership. Provide recommendations to leadership to maximize performance.

Promotes a positive image to patients, visitors, and colleagues.

Provide superior customer service to all.

Leads colleagues and staff with emotional intelligence.

Evaluates and recommends modifications to and/or implementations of new procedures. Ensures that all policies and procedures reflect compliance with governmental regulations. Creates a clear vision for the future and defines the values that underlie the day-to-day activities of assigned departments.

Establishes long and short-term goals and objectives to support the PFS strategic plan.

Ensures that employee performance expectations are communicated to staff and that evaluations are fair and conducted in a timely manner.

Establishes quantitative and qualitative performance standards for each area of responsibility within their supervision.

Monitors and controls productivity and encourages innovations for improvement.

Develops and implements effective training programs to address training needs of the department and in accordance with the mandates of government and contracted agencies, third parties and department standard operating procedures including BCA processes.

Conducts regularly scheduled staff meetings to communicate issues regarding compliance with established procedures and overall work unit effectiveness.

Assists in the development, implementation and control of the department budget. Provides justifications for budget variances.

Interfaces with other key internal and external staff to obtain necessary information to address issues or requests. Organizes work/resources to accomplish objectives and meet deadlines. Proactively communicates issues or potential issues and process improvement opportunities to management.

Participates in all educational activities, and demonstrates personal responsibility for job performance. Takes initiative for learning new skills and willingness to participate and share expertise on projects, committees and other activities, as deemed appropriate.

Maintains compliance with federal, state and local regulations, HIPAA and established corporate and departmental policies and procedures.

Performs other relevant work functions, as requested.

SKILLS & QUALIFICATIONS:

• Excellent oral and written communication skills
• Ability to exercise independent judgment in unusual or stressful situations
• Strong computer and math skills
• Demonstrated leadership in establishing and achieving goals
• Ability to establish and maintain effective working relationships
• Knowledge of federal or state government agencies including, but not limited to Medicare, Medicaid, VA, Charity care programs and all other healthcare revenue cycle entities.
• Proficient knowledge of commercial, government insurance plans, workers compensation and payer networks.
• Demonstrate experience in handling escalated issues
• Educate and mentor team members with emotional intelligence
• Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievements of performance metrics.
• Maintains stable performance under pressure
• Consistently demonstrates a positive and professional attitude
• Demonstrates integrity and ethics in day-to-day tasks and decision making.
• Must be able to deescalate issues that arise with patients, visitors or colleagues.
• Must be able to promote diversity and inclusion initiatives.

WORK ENVIRONMENT:

• High patient volume areas
• May be exposed to infectious diseases (TB, Flu, & COVID)
• Work may be stressful at times
• Contact may involve dealing with angry or upset people
• Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergencies
• Ability to perform all functions in a stressful environment that may require long periods of standing, walking or sitting. The environment may include alarms, loud noises, bright lights, flashing lights and emergent/urgent situations that will require supervisor to multi-task and work outside regular hours.

PHYSICAL REQUIREMENTS:

Amount of time spent performing the following activities:

0% 35% 65%

to to to

35% 65% 100% N/A Activity

X Standing

X Walking

X Sitting

X Bending

X Reaching with arms

X Finger and hand dexterity

X Talking

X Hearing

X Seeing

Lifting, carrying, pushing and or pulling:

X 20 lbs. maximum

X 50 lbs. maximum

X 100 lbs. maximum

Job Type: Full-time

Pay: $24.65 - $38.51 per hour

Benefits:

• 403(b)
• 403(b) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid time off
• Paid training
• Retirement plan
• Tuition reimbursement
• Vision insurance

Healthcare setting:

• Hospital

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Rotating shift
• Weekend availability

Ability to commute/relocate:

• High Point, NC 27262: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)
• Healthcare management: 1 year (Preferred)
• Medical office: 1 year (Preferred)

Work Location: One location

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