ED Patient Access Supervisor Part Time Weekends

POSITION SUMMARY:

Responsible for  weekend operations of the Patient Access Services.  Supervises the activities of Patient Access Representatives, Team Leads, and support staff engaged in registration, co-pay and coinsurance collections, assisting patients with applying and enrolling in medical and dental insurance.  Engage in training support functions associated with Patient Access Services with our Revenue Cycle Training team.  Assures team member compliance with Certified Application Counselor Organization regulatory requirements and standard registration quality assurance measures.  Prepares various reports and recommendations to monitor and improve team member performance and department operations.  Works cooperatively with Revenue Cycle partners, clinical departments, and Case Management/Social Worker team members and leaders to achieve the departmental goals, providing excellent customer service and maximizing revenue opportunities for Boston Medical Center. This role will work in a matrixed fashion with important leaders within Revenue Cycle, Finance, Case Management, Nursing, Practice Management, and the Emergency Department to develop and execute key initiatives. This key leader directs and manages team members to incorporate complex state and federal program guidelines into current operations, drives performance, and provides overall direction and oversight of all functional areas within financial counseling (inpatient, outpatient, Emergency Department). Drawing on a broad understanding of hospital processes, policies, and procedures; and displaying a high degree of initiative and independent judgment, the incumbent will collaborate closely with the revenue cycle and practice leadership to continually assess, direct, and influence a wide range of financial counseling activities. This supervisor builds new revenue cycle initiatives and develops policies and procedures regarding workflows related to the revenue cycle functions throughout their administrative umbrella. This role will foster and promote a culture of service excellence and transparency for patients and colleagues. The incumbent will build trust and foster collaboration throughout the BMC Community by enhancing employee engagement, addressing performance results, and providing coaching and mentoring.

Position: ED Patient Access Supervisor Part Time Weekends

Department: Patient Access Services

Schedule: Part time - 24hrs

Location: onsite, Boston MA

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Makes a positive impression on customers by behaving in ways that are warm, welcoming, professional, and helpful.

• Displays mutual respect for patients, physicians, team members, visitors, and family/significant others.

• Demonstrates action of BMC standards via keeping interior and exterior surroundings clean and orderly; dressing professionally and displaying team member identification badge at collar level; presenting BMC in a positive light to others; and providing constructive criticism to improve BMC.

• Behaves in a trustful manner by communicating openly and honestly; following through with assignments; behaving fairly and consistently; and supporting teamwork at all levels of the organization.

• Seeks opportunities to incorporate enjoyment in the workplace by celebrating accomplishments of the organization, self, and others; and helping to remove barriers to enjoyment in the workplace.

• Strives to exceed patient satisfaction expectations and quality and financial benchmarks.

• Supervises the daily enrollment activities, and support staff to ensure positive customer service experience.

• Supervises all aspects of the Patient Access Service area; ensures timely, complete, and accurate registrations, timely pre-certification, and insurance verification.

• Reviews registrations daily to ensure 95% accuracy.

• Performs guest relations duties to all customers during a waiting time; coordinates and prioritizes workflow.

• Performs A.I.D.E.T. surveys for registrar performance and patient satisfaction on a routine basis.

• Responsible for ensuring co-pay and co-insurance amounts are collected from patients at the point of registration (Emergency collections at discharge).

• Monitors self-pay accounts to verify that the facility cash posting and adjustments are consistent with contractual agreements and BMC self-pay discount policy.

• Maintains sufficient staffing and coverage to meet departmental needs.

• Prepares work schedules for employees; coordinates coverage with other R