JOB SUMMARY:
The Supervisor - Patient Access accounts for the registration and scheduling operations for delivery of patient services. The Supervisor - Patient Access ensures smooth, courteous and efficient service for all patients and their families while responding to customer issues and concerns. S/he coordinates day-to-day activities associated with accurate and timely gathering of demographic, insurance, and financial information, verification of benefits, and collection of co-pays. The Supervisor - Patient Access tracks ongoing performance indicators with regard to Patient Access metrics and quality initiatives. Schedules and provides support, direction and training to staff.
KEY ROLE ACCOUNTABILITIES:
- Coordinates daily patient access and daily workflow activities which impact the quality and timeliness of scheduled services and the revenue cycle.
- Monitors various systems and administrative reports daily/weekly/monthly as assigned to ensure departmental quality standards are maintained.
- Develops and undertakes initiatives to monitor and assure accuracy and timeliness of all operational processes.
- Reviews the Scheduling Call Center indicators to ensure appointment queues and work lists are completed, prior to the conclusion of business, each day.
- Assists the Manager in designing or updating operational process related to patient access practice.
- Supports in delivery of the revised processes to the staff.
- Promotes operational improvement through educational / training activities in collaboration with the departmental leadership.
- Ensures staff meet Finance Department cash collection targets.
- Reviews unbalanced deposits and reports cash collection issues to management.
- Collaborates with Financial Counselors on patient financial arrangements to ensure patient care is delivered with ease.
- Maintains the operational throughput and ensures staffing is adequate to meet operational requirements.
- Takes call-out notifications for staff and finds replacement coverage in timely manner.
- Ensures strong and positive patient experience practices are followed, including effective communications with staff, physicians, patients, patient families and other departments.
- Oversees Scheduling Coordinator activities to ensure Physician and Clinical templates are updated, including unforeseen events.
- Escalates scheduling administrative issues to designated leadership individuals.
- Implements the Ambulatory Affairs Appointment reminder process and monitors patient appointment compliance.
- Ensures all scheduled patients are pre-registered prior to the service date.
- Performs regular rounding in clinical services to ensure operational needs are met and processed in a timely manner.
- Identifies, obtains, and efficiently utilizes clinic resources necessary to meet Ambulatory Affairs objectives including recommending budget amounts for operating expenses.
- Ensures all staff completes required training and education in advance of departmental deadlines.
- Initiates annual staff reviews provides feedback on staff education, development and goals.
- Implements quality performance and training for annual staff reviews.
- Performs QA functions: Reviews accounts for accuracy, corrects (or delegate), documents and communicates issues to employees.
- Schedules staff so all areas are covered with no or limited OT.
- Acts as reference source for staff (Subject matter expert) in all registration functions (precert/auths/referrals; self-pay patients; patient liabilities; hospital/department policies/procedures.
- Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
- Adheres to and promotes Sidra’s Values
QUALIFICATIONS, EXPERIENCE AND SKILLS:
ESSENTIAL PREFERRED Education Bachelor’s degree in Business Management or healthcare or other relevant field Master’s degree in business administration Experience 4+ years of experience with 2+ years of progressive supervisory experience
- Experience in Customer Service functions in a multi-cultural organization
- Experience working in a Arab country, particularly the GCC
Certification and Licensure Professional Membership Job Specific Skills and Abilities - Ability to learn the following applications and utilize on a daily basis:
- Biometric Application for patientidentification Workflow
- Cerner Patient Management functions (Registration & Scheduling),
- Radnet / Surginet
- Powerchart Order Entry
- PACs, Document scanning into pacs
- Medical Necessity process
- Finance Payment System Workflows and receipting
- Scanning documents into the PEARL record
- Ad Hoc Transport request process
- SMS Appointment Reminder process
- Patient Portal Registration practices
- MOI Data Integration workflows
- QNB Counterfeit bill process and equipment
- Successful completion of medical terminology testing
- Demonstrated ability to plan and schedule effectively
- Excellent communication skills
- Proficiency with Microsoft Office suite
- Fluency in written and spoken English
Bilingual ability in Arabic and English
Sidra Medicine a healthy population is essential to a strong, prosperous society, and throughout 2020, Sidra continued to provide uninterrupted comprehensive specialist healthcare services for children and young people; and exceptional maternity, gynecology, and reproductive medical services for women, previously unavailable in Qatar and the region.” – H.H Sheikha Moza bint Nasser, Chairperson of Qatar Foundation
Sidra Medicine represents the vision of Her Highness Sheikha Moza bint Nasser who serves as its Chairperson. This high-tech facility is home to world-class patient care, scientific expertise, and educational resources.
