Patient Access Supervisor-Behavior and development

Primary Functions: 

This position is responsible for the day-to-day clerical operations of the Primary Care and ACC clinics with shared services.  Responsibilities include:

• Coordinates and supervises the activities of the clerical functions of the ambulatory site for both primary care and the specialty care clinic with direct oversight of associates in a Patient Service Representative title.  Regularly conducts staff meetings, rounds and huddles for the purpose of disseminating information and monitoring      associate and provider concerns, needs, and suggestions.
• Interviews, hires, orients, and trains new clerical associates.  Counsels employees as appropriate and makes recommendations regarding termination.
• Develops monthly work schedule for associates ensuring that staffing levels match patient volumes.
• Complete yearly performance reviews for clerical associate functions.
• Serves as role model and ensures that staff are focused on service excellence by:
•     *      providing prompt service
•     *      communicating about delays
•     *      interacting with patients, providers, and associates in a respectful, courteous, and caring manner
•     *      maintaining a neat work environment
•     *      adhering to the dress code
• Performs clerical operations as needed based on staffing ratios and department needs.
• Performs audits to ensure the integrity of demographics and financial information collected (forms, co pays, etc.)
• Assists the Office Manager with the roll out of new initiatives.
• Ensures that work queue benchmarks are met as indicated by the registration scorecard expectations
• Ensures then applicable copayment collection procedures are followed to meet the performance targets
• Works with Office Manager to address specific access challenges
• Identifies and coordinates training and continuing education initiatives
• Completes preceptor course and serves as one of the departmental SuperUsers
• Works with Office Manager to assist in conducting patient experience coaching 
• Reviews standard productivity and quality reports to be used during monthly rounding sessions

Essential Functions: 

1. Collaborate and meet with leadership within the department for continuous improvement.
2. Tracks, maintains, and collaborates with the site managers for staff productivity and quality scores
3. Collaborates with site managers to ensure sufficient staffing and proper distribution of work; according to clinic patient volume
4. Collaborates with site managers to ensure that all new associates are properly trained and oriented to the department 
5. Data collection and analysis as it relates to Nemours Strategic Pillars 
6. Recommends department procedural changes for process improvement.
7. Acts in a clerical function between clinics to ensure efficient registration of patients
8. Monitor and ensure incoming calls are within service level with dashboard and daily report monitoring for any areas of improvement. 
9. Other duties as assigned

Job requirements: 

Associate Degree or Equivalent Job Related Training

3 to 5 years of job related experience required. 

As one of the nation's premier pediatric health care systems, we've made a promise to do whatever it takes to prevent and treat even the most disabling childhood conditions. It's a promise that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention.

Equity, diversity, and inclusion guide our growth and strategy.  We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build a diverse and inclusive environment.  All Nemours Associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.  

Nemours aspires to have its workforce and providers reflect the rich diversity of the communities we serve.  Candidates of diverse backgrounds, race and ethnicity, religion, age, gender, sexual orientation, and those committed to working with diverse populations and conversant in multicultural values are strongly encouraged to apply. Please click here to review Nemours Anti-Racism Statement (nemours.org). 

 

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