Supervisor - Patient Access "Job Details"
Job Description
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 patient identification 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
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