Patient Access Supervisor

POSITION SUMMARY.

The Patient Access Supervisor acts as a role model and resource for Patient Access staff. This role leads activities of a Patient Access site of service team. The Patient Access Supervisor serves as a technical expert and a resource for staff, patients, and visitors. The Supervisor maintains focus on essential activities of patient's arrival and visit and proactively takes steps to ensure the streamlining of activities.

 

The Patient Access Supervisor communicates and collaborates with the Patient Access team members and other ancillary departments as needed. The Patient Access Supervisor is a key role within the department. The Supervisor is responsible for maintaining many reports to ensure regulatory compliance with CMS, OSHA, and other state and federal regulatory governing agencies. Some of the reports and quality assurance audits include consents, Medicare IM, Medicare Secondary Payer, and Medicare Outpatient Observation Notice, missing physicians for billing compliance, EMTALA state logs, ESA compliance, and the STAR Auto Discharge report.

 

This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating commitment to teamwork and cooperation.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES

• Provides relief for Patient Access staff for vacation, sickness, leave, staffing shortages, and heavy work volume.
• This position maintains a liaison relationship with other Revenue Cycle departments to ensure ongoing performance improvement, regulatory compliance, and achievement of best practice targets.
• Establishes effective working relationships with other ancillary departments, physicians, and their staff. Serves as single point of contact for initial communication and is the first stage of the escalation process to management.
• Provides first level of response to physician, patient, visitor, and employee complaints related to patient access.
• Has the knowledge, skill, and the ability to lead the handling of the patient registration process, general admissions, financial clearance, and financial arrangements. The Patient Access Supervisor will possess the knowledge, skill, and ability to oversee the verification of third party payor accounts, pre-authorization, and pre-certification requirements.
• Will be knowledgeable of state and federal government funding programs such as Medicare, Medicaid, TRICARE/CHAMPUS, Workers' Compensation; No Fault Auto, and commercial insurance payers; billing and reimbursement guidelines and methodologies for state and federal government and non-government payers; insurance terminology; medical terminology, EMTALA, HIPAA privacy, and compliance practices.
• Possesses the knowledge and skill necessary to verify diagnosis codes, complete medical necessity checks for Medicare, complete patient estimates, and provide consumer shopper comparisons. The Patient Access Supervisor must have knowledge of ICD-10 in order to ensure accurate diagnosis entry for reimbursement.
• The Patient Access Supervisor is considered a customer service champion responsible for delivering great customer service and ensuring staff are delivering great customer service at each entry point throughout the health system. The Patient Access Supervisor is responsible for patient throughput, established wait times and turnaround (TAT) times along with aiding in the achievement of top box customer service scores for each respective Patient Access point of service site.
• Responsible for assisting and leading the day to day operations of their site/area.
• Responsible for patient flow and throughput.
• Responsible for redeploying staff as needed to maintain work levels, productivity, wait times, and flow as well as assisting in the operations during high volume to maintain and provide the best customer experience.
• Rotates weekends on call to provide leadership on weekends at the point of service sites.
• Aids staff in ensuring department goals and initiatives are met in regards to established productivity rates, cash collection goals, and other KPIs established within the department. Assists in handling call outs and finding staffing replacements using proper protocol to utilize pool staff optimally to keep OT at minimal levels.
• Assists with Kronos as it pertains to daily attendance and callouts.
• Responsible for daily reconciliation of money from daily cash collections of Patient Access staff. The Patient Access Supervisor is The Patient Access Supervisor assists in preparing the bank deposit