This position is responsible for providing leadership and oversight to staff for patient access service functions at the hospital and clinic sites of service, including surgery, infusion, clinic and ancillary services.

Essential Function

• Oversees performance of the on-site Patient Access Teams - registration and scheduling
• Ensure delivery of exceptional customer service to patients, family members, physicians/clinicians, and internal and external customers.
• Ensures accuracy and quality of registration and scheduling
• Provide pro-active solutions for continuous process and quality improvement.
• Provide second-tier escalation of patient relations issues regarding registration, scheduling and business office point of service collections.

Experience

Minimum Required

• Seven (7) years Healthcare Revenue Cycle, Customer Service or related experience
• Three (3) years supervisory experience

Preferred

• Experience in an acute care or specialty hospital or multi-physician group setting. Proficiency with revenue cycle technology systems

Skills/ Specialized Training

• Excellent communication skills — including reading, writing, and listening.
• Excellent customer service skills
• Excellent problem-solving skills
• Excellent analytical skills with the ability to summarize and to present data Working knowledge of health insurance
• Working knowledge of medical terminology
• Working knowledge of Health Insurance Portability and Accountability Act of 1996 (HIPAA)
• Working knowledge of training methodologies and techniques Proficient with Microsoft Office - Outlook, Word and Excel

Preferred

• Proficiency with Cerner Scheduling
• Proficiency with Sorian Financials

Education

Minimum Required

• Bachelor's Degree — Business Administration, Healthcare or related discipline

Performance Competencies

1. Service — Creates and sustains a service-oriented system that promotes partnerships and teamwork.
2. People — Creates and sustains a culture that promotes respect, trust, diversity, accountability, teamwork and professional growth.
3. Innovation — Focuses on innovations that will reshape traditional models and processes.
4. Quality — Focuses on quality of patient care, research, and education.
5. Growth - Supports growth and financial responsibility.

Direct Reports Supervised

• 9 Clinic Access Supervisors
• 1 Performance Manager

Indirect Reports Supervised

• 4 Clinic Access Supervisors
• 150 Patient Access Representatives (I, II, III)
• 20 Specialty Scheduling Coordinators