GENESIS HEALTHCARE SYSTEM
 

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. 

Position Details:

Work Shift:

Varied Shift (United States of America)

Scheduled Weekly Hours:

40

Department:

Patient Access Center

Overview of Position:

This position is responsible for overseeing the daily operations of the Patient Access Center, ensuring efficient and effective patient scheduling processes. The supervisor is responsible for managing a team of Access Center Specialists. Providing guidance, training, and support to ensure that team members perform their duties accurately and efficiently. The supervisor collaborates with other departments to optimize patient flow and enhance the patient experience. They also develop, implement, and enforce policies and procedures to ensure compliance with regulatory requirements and organizational standards. Additionally, the supervisor analyzes data and trends to identify opportunities for process improvement and implements solutions to enhance the overall performance of the patient access center.

ESSENTIAL DUTIES
1.    Determines and or maintains proper process/procedures for physician provider offices and order scheduling.
2.    Assists staff work schedules and provides guidance and direction for assigned staff to ensure cost effective staffing that meets customer requirements.  Oversees staff activity in multiple locations to ensure effective integration and coordination of departmental work activities and quality job performance.  Serves as liaison for system issues and as technical advisor and resource to staff.  
3.    Supervises team projects in collaboration with team members.  Fosters positive relationships within area of responsibility that promotes active participation in department success. Elicits feedback from interdisciplinary team, including the medical staff, and involves them in decision-making as appropriate.
4.    Subject matter expert for developing training materials, systems, procedures, and new programs. 
5.    Develops effective interpersonal relations to ensure a positive image of Genesis, and to ensure customer satisfaction. Follows up on customer issues and ensures problem resolution and corrective action for long-term solutions are handled in a professional manner.
6.    Works with department leadership in assessing developmental needs of the department periodically and promotes opportunities for development with attention to skills in independent decision-making, effective communications, and interpersonal relations.
7.    In coordination with the manager, identifies and implements opportunities for staff to increase their knowledge base, advance their practice and enhance their professionalism through staff orientation and continuing education opportunities.  In this context, the incumbent may oversee some degree of training to meet these goals.
8.    Assists with hiring employees and selects candidates based on potential contributions and departmental culture/needs.
9.    Provides ongoing performance feedback based on error reporting, call monitoring, and observation in a prompt, direct and positive manner.  Coach’s specialists to ensure positive outcomes.  Conducts performance evaluations.  Provides counseling and/or conflict resolution regarding unresolved performance issues, effectively utilizes the disciplinary process, as needed.
10.    Assists the manager in maintaining fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, managing staffing allocation in alignment with customer service goals, and by meeting budget parameters.
11.    Analyzes and displays data in meaningful formats; manages and conducts special studies and prepares reports, including key performance indicators such as waiting/service times, staff productivity, accuracy, customer feedback, incident reporting, etc.
12.    Maintains a working knowledge of applicable Federal, State, and local laws and regulation, Standards of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
13.    Maintains a basic level of current knowledge of registration, insurance eligibility, pre-certification/authorization, referral management, and pre-service/point