Supervisor - Patient Access

Why work for Nebraska Methodist Health System?
At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care – a culture that has and will continue to set us apart. It’s helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient’s needs, or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in.

Job Summary:

Location: Methodist Hospital
Address: 8303 Dodge St. - Omaha, NE

Work Schedule: Schedule varies on department needs. On call every 3rd week, 6th weekend, with a holiday call rotation.

Responsible for the patient registration areas across multiple access points within the organization with a focus on accuracy and customer service (patient and staff experiences). Responsibilities include: Staffing and staff management for registration areas with oversight of accuracy in patient registration, payer verification and point of service collections. Collaborates with the Health Information Management and Revenue Cycle teams to define and implement processes to ensure accuracy in data collected for patient care and collection of payer source information. Responsible for meeting/exceeding goals for patient satisfaction scores related to the registration process and employee engagement scores.

Responsibilities:

Essential Job Functions

Embraces/exceeds organizational expectations for customer service.

• Role models customer service excellence and holds staff accountable to meet/exceed customer service expectations (Meets departmental goals for patient experience-HCAPS scores related to the registration process).
• Respects the privacy of customers and coworkers.
• Follows organizational standards of behavior.
• Meets departmental goals for employee engagement scores.

Supervises staff for designated registration areas.

• Collaborates with Service Leader to prepare and maintain staffing schedules to meet adequate staffing guidelines for hours of operation specific to each registration area (ensures registration areas are staffed appropriately to support department hours of operation including 24/7 in the emergency departments).
• Collaborates with Service Leader to complete performance reviews and establish performance improvement plans, as appropriate.
• Collaborates with Service Leader to implement and support staff regarding training, corrective action or performance issues.
• Collaborates with Service Leader to develop, implement and support policies and procedures, as appropriate.
• Collaborates with Service Leader to develop and monitor departmental goals for performance and productivity.

Ensures compliance with all applicable federal, state, and other regulatory jurisdictions regarding patient registration and employee management.

• Ensures all registration and third party payer forms are explained to patients prior to staff obtaining signatures from patient, according to departmental guidelines.
• Ensures appropriate regulatory informational documents issued and explained to patient, as appropriate.
• Follows organizational guidelines for staff management and collaborates with Human Resources, as appropriate.
• Coordinates with clinical team members to ensure appropriate status, reflecting level of care provided, is assigned to patient encounter at the time of registration.
• Collaborates with Information Technology (IT) team to develop or test documentation screens and reports.

Collaborates with Revenue Cycle to ensure authorizations/notifications are obtained, in accordance to third party agreement/rules.

• Ensures/monitors accuracy in patient registration process.
• Assists team members with day to day operations as demands require.
• Ensures/monitors accuracy in payer verification process.
• Participates/supports process for continuous improvement opportunities to reduce third party denials for payments.
• Collaborates with Service Leader to analyze compliance/management reports and develop action plans for improvement opportunities.

Supports Point of Service Collections (POS).

• Trains staff in customer service model for POS collections.
• Encourages/supports staff leading to their success.
• Monitors staff performance with POS collection and counsels, as appropriate.