Hospital Outpatient Scheduling Center Supervisor in Lincoln, Nebraska at Bryan Health

GENERAL SUMMARY:

Assists in management of Scheduling Center resources and coordination of the activities of personnel engaged in the day-to-day work within the Scheduling Center to ensure operational and customer service standards are maintained. Works with patients, physicians, physician’s office staff, third-party payers, patient financial services and hospital outpatient departments to ensure patients are scheduled timely and authorizations are obtained timely to secure hospital reimbursement and avoid denials.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

1. *Supervises Scheduling Center processes, including scheduling of procedures and managing of work queues.

1. *Ensures resources align with work volumes, which may include daily assignments, coordination and assignment of PRN schedule, and filling in to answer phones and schedule when needed.

1. *Coordinates new employee orientation with the Patient Access Educator and Lead Trainers.

1. *Sustains collaborative relationships with other departments.

2. *Selects and hires qualified candidates for the Scheduling Center.

3. *Seeks opportunities to provide formal and informal education to staff on issues relevant to day-to-day tasks; acts as primary resource for organization’s scheduling customers, and constructively coaches staff as needed when policy and/or HIPAA issues are observed or reported; documents as appropriate.

1. *Support team members in problem solving to attain first call resolution and address escalated customer service concerns in a responsive, timely, and accurate manner.

1. * Collaborates with the Patient Service Center Assistant Manager and other Bryan Health scheduling staff to ensure accounts transition smoothly from the point of scheduling to authorization.

1. * Coordinates workflow for the Medication Access Team (MAT) to ensure accounts transition smoothly from the point of scheduling to authorization for Specialty Clinic services.

1. *Maintains documentation of initial and annual training of staff; ensures mandatory training is completed as scheduled.

1. *Participates in annual review of policy and procedures; enforces established performance standards and procedural protocols, ensuring proficiency and competency; implements, monitors and enforces safety policies and procedures.

1. *Routinely assists the Patient Service Center & Scheduling Manager in concurrent and retrospective resolution of patient, family, and/or physician concerns, complaints, and B-Safe files.

1. *Routinely assists the Patient Service Center & Scheduling Manager in training staff in HIPAA compliance, COBRA/EMTALA understanding, and other regulatory requirements by assessing competency, and maintaining documentation. Practices personal and professional improvement through continuing education and development opportunities.

1. Assumes responsibility for administrative functions in the absence of the leader or as assigned.

1. *Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

1. *Participates in meetings, committees and department projects as assigned.

1. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”. Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

EDUCATION AND EXPERIENCE:

Associate’s degree (AA) or two (2) years progress towards a Bachelor’s degree in finance or management or related field of study required. Bachelor’s degree preferred. Demonstrated success in a leadership role preferred. Minimum of one (1) year of relevant scheduling or Revenue Cycle experience required.

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