Supervisor-Atrium Health Patient Access Cleveland FT

Department:

13365 Enterprise Revenue Cycle - Patient Access: Emergency Department: Cleveland

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Varies

Pay Range

$28.05 - $42.10

PRIMARY PURPOSE

Supervises the day-to-day operations of the Enterprise pre-arrival authorization team. Ensures accurate and complete information is obtained during the scheduling, pre-registration and authorization processes. Works directly with clinical and non-clinical teammates to resolve issues and ensure the requirements of the pre-service processes are met.​​

Major Responsibilities

• Supervises the day-to-day operational and personnel activities of the pre-service authorization team to ensure exemplary customer service and an optimal patient centered experience.​
• Acts as a liaison, addressing questions about day-to-day operations. Resolves complex issues escalated by our partners. Ensures patient complaints/issues are appropriately addressed and service recovery is applied when appropriate.​
• Reviews activity reports and works with teammates to ensure that performance gaps are identified, and continuous improvement efforts are made. Provides ongoing education to teammates as new data or pre-service applications are initiated.
• Develops and implements process improvements and effectively manages change to ensure departmental objectives are met. Assists in the development and maintenance of pre-service productivity and management reporting tools. Monitors queues and tracks phone data, evaluating service levels according to established metrics.​
• Works closely with clinical and business office leadership to maintain high quality, consistent standards.​​
• Participates in data review efforts to identify gaps and maximize the pre-arrival authorization processes, applications, cost savings and revenue-producing capabilities.​​
• Collaborates with workforce and operations analysts to problem-solve and respond to system operation and data reporting issues, involving leadership when appropriate.​
• Performs human resources responsibilities for teammates which includes coaching on performance, completes performance reviews and overall teammates morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.​

MINIMUM JOB REQUIREMENTS

Education

Highschool Diploma or GED

Certification / Registration / License

n/a

Work Experience

Typically requires 3 years of experience in pre-registration, scheduling, admitting, or insurance authorization

Knowledge / Skills / Abilities

Previous health care/patient access experience.

Proven ability to effectively network and problem solve for internal and external customers.

Demonstrated effective interpersonal, organizational and decision-making skills.

Must have a strong customer service orientation and a creative, positive, sales-oriented approach.

Team player, facilitator and risk-taker.

Advanced computer skills and knowledge.​

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

This position requires travel, therefore, will be exposed to weather and road conditions. ​​

Operates all equipment necessary to perform the job.​

Exposed to a normal office environment.​

Occasionally lifts up to 20lbs ​

PREFERRED JOB REQUIREMENTS

Education

Bachelor's Degree preferred and/or a minimum of 3 years' patient access/scheduling experience

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perfor