Supervisor, Patient Access Specialist - Cancer Services

Job Description

Join a world-class academic healthcare system, UChicago Medicine, as a Patient Access Specialist Supervisor in the Cancer Service Line.

 

As the Patient Access Specialist Supervisor, you are responsible for supervising Patient Access Specialists and guiding patients through the Cancer service line at UCM. The Supervisor, Patient Access Specialist ensures that the patient and their caregivers are able to access appropriate services in a timely manner with a high degree of compassion and efficiency while providing supervision and mentorship to other Patient Access Specialists. This position is responsible for supervision, coordinating services and related appointments for all new patients among multiple providers and ancillary departments before and until their first visit.

 

Essential Job Functions

• The Supervising Patient Access Specialist, you will be responsible to oversee and assist with the scheduling of the new Cancer patient’s initial appointment with the appropriate provider and will coordinate complex joint appointments and referrals for lab testing and imaging procedures prior to first visit in communication with program liaisons and providers while providing supervision and mentorship to other Patient Access Specialists. Will help with answering calls overflowed in high call volume queues.
• Anticipates patients’ frequently asked questions and concerns by assuming a proactive approach prior to the initial visit. Ensures patients and their caregivers are well-prepared as to what to expect at the initial visit, including where to park, provides personal wayfinding to clinic location, review of visit itinerary, etc., to assure patients’ first visit if efficient and attentive to their needs. Directs patient and caregiver questions and concerns to appropriate UCM clinicians, administrative staff and providers.
• Supervising the process of Obtaining patients’ authorization for records, and in collaboration with the New Patient Associates verifies that all medical records, pathology slides and specimens, faxes and other items necessary for the initial visit have arrived. This individual is also involved in the process above Collaborates with pre-visit team to obtain prior insurance authorizations and communicates with patient/caregiver as needed throughout process
• Builds relationships and effectively collaborates with internal physicians, nursing staff and other hospital staff involved in the care of cancer patients and with members of the referring community with whom UCM has strategic partnerships. Attends appropriate multi-disciplinary meetings on campus and maintains knowledge on cancer-related terms, common procedures and up-to-date treatment protocols. Maintains personal knowledge base of available resources, both in-house and outside.
• Manages and evaluates Patient Access Specialists, Maintains statistics and generates reports for managers and others to identify new patient needs, trends, referral patterns, access barriers and to track outcomes related to the Cancer Services to ensure continuous improvements to service and access. Call monitoring: QAs, coaching, training, post-call surveys/Customer service satisfaction. Real time Monitoring of Call Center Metrics (ASA Call Center reporting wraps up, CSL metrics, agent specific reports)
• Manages daily schedule/coverage, planning, assigning and directing work and timesheet/Kronos. Ensure adherence to the scheduling standard process (questionnaire/Checklist). Responsible for New staff Recruitment, and training new employees and existing staff on updated workflow.
• Performs other related duties as assigned.

 

Qualifications

• Bachelors degree preferred.
• Minimum 10 years’ experience working in a high-volume healthcare environment.

 

Position Details

• Job Type/FTE: Full-time (1.0)
• Shift: Days (8hr)
• Unit/Department: Cancer Services
• CBA Code: Non-Union

 

Why Join Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

 

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Care