Supervisor, Pre-Visit Planning

JOB SUMMARY:

The Supervisor, Pre-Visit Planning (PVP) will manage the daily functions and staffing needs of the Pre- Visit planning staff in the Patient Access Center. 

SPECIFIC RESPONSIBILITIES:

• Leads the Pre-Visit Planning functions of the Patient Access Center and makes recommendations to enhance efficiency and workflow.
• Supervises and coordinates PVP daily operations, staff assignments and workflows, shifting as necessary to meet increased demands.
• Oversight of staff timesheets, leave requests, evaluations, and any disciplinary action in coordination with Business Office Manager.
• Works with Business Office Manager in the orientation for all new PVP staff.
• Ensures training for new staff on policies, procedures and processes.
• Coordinates completion of special projects assigned to PVP.
• Responds to Pre-Visit planning employee relations concerns in consultation with Business Office Manager.
• Coordinates cross-training of Pre-Access and Pre-Visit planning staff to maximize staff efficiency including the development and maintenance of a cross training plan.
• Leads PVP staff in team and individual meetings on a routine basis.
• Ability to perform all PVP and Pre-Access duties including processing referrals, insurance verification, answering phones, appointment scheduling, documentation review, processing and upload of received forms and records, patient outreach and reminder calls, acceptance and posting of payments.
• Sets the standard of excellent customer service for all PVP staff.
• Monitors work queues for incoming patient or providers messages.
• Collects, reviews and analyzes data for departmental report outs, including KPIs and other metrics with Business Office Manager.
• Orders and maintains inventory control of all PVP business supplies.

This role description is a general description of the essential job functions.  It is not intended to describe all the duties the Supervisor, Pre-Visit Planning may perform.

KEY COMPETENCIES:

• Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

• Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

• HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate.  This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

• Interpersonal Skills

Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

• Organizational Values

Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need.

• Problem Solving

Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a given issue. This helps to drive continuous improvement by thinking through where we can improve