Main Admissions Patient Access Supervisor

POSITION SUMMARY:

Responsible for daily operations of the Main Admissions Patient Access Services team located in Labor & Delivery, Main Admissions, Pain Clinic and Surgical Day. Supervises the daily activities of Patient Access Representatives, Inpatient Financial Advocates and Team Leads and support staff engaged in registration, co-pay and coinsurance collections, assisting patients with applying and enrolling in medical and dental insurance. Engage in training support functions associated with Patient Access Services in conjunction with our Revenue Cycle Training team. Assures team member compliance with Certified Application Counselor Organization regulatory requirements and standard registration quality assurance measures. Prepares a variety of reports and recommendations to monitor and improve team member performance and department operations. Works cooperatively with Revenue Cycle partners as well as clinical departments and Case Management/Social Worker team members and leaders for the purpose of achieving the departmental goals, providing excellent customer service and maximizing revenue opportunities for Boston Medical Center.

Position: Main Admissions Patient Access Supervisor

Department: Patient Access Supervisor

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Makes a positive impression on customers by behaving in ways that are warm, welcoming, professional, and helpful.

• Displays mutual respect for patients, physicians, team members, visitors, and family/significant others.

• Demonstrates action of BMC standards via keeping interior and exterior surroundings clean and orderly; dressing professionally and displaying team member identification badge at collar level; presenting BMC in a positive light to others; and providing constructive criticism to improve BMC.

• Behaves in a trustful manner by communicating openly and honestly; following through with assignments; behaving in a fair and consistent manner; and supporting teamwork at all levels of the organization.

• Seeks opportunities to incorporate enjoyment in the workplace by celebrating accomplishments of the organization, self, and others; and helping to remove barriers to enjoyment in the workplace.

• Strives to exceed patient satisfaction expectations and quality and financial benchmarks.

• Supervises the daily activities of enrollment, and support staff to assure a positive customer service experience.

• Supervises all aspects of Patient Access Service area; ensures timely, complete, and accurate registrations, timely pre-certification, and insurance verification.

• Reviews registrations daily to ensure 95% accuracy.

• Performs guest relations duties to all customers during a waiting time; coordinates and prioritizes workflow.

• Performs A.I.D.E.T. surveys for registrar performance and patient satisfaction on a routine basis.

• Responsible for ensuring co-pay and co-insurance amounts are collected from patients at the point of registration (Emergency collections at discharge).

• Monitors self-pay accounts to verify that the facility cash posting and adjustments are consistent with contractual agreements and BMC self-pay discount policy.

• Maintains sufficient staffing and coverage to meet departmental needs.

• Prepares work schedules for employees; coordinates coverage with other Registration Supervisors; posts work schedule at least five days prior to beginning of the work period.

• Completes registrations and escorts patients as required.

• Coaches and counsels to develop skills and behaviors for improved performance and personnel development.

• Ensures all hospital and departmental policies and procedures are followed.

• Provides timely feedback to employees regarding work performance.

• Administers corrective action with employees according to established hospital policies.

• Participates in performance improvement activities; conducts time and flow studies to create effective work performance; works with Manager and ancillary customers to ensure process improvement and cost reduction.

• Ensures all needed supplies are ordered and maintained in the department.

• Provides orientation and training for new personnel.

• Demonstrates, explains, and documents new techniques and procedures.

• Assists in preparation of training manuals, ensures all employees attend in-services and departmental meetings.

• Displays technical knowledge of clinical and financial computerized systems.

• Cross-trained to all registration areas.

• Works with Manager to resolve system issues; ensures proper use of hardware by staff.

• Attends mandatory hospital and departmental in-services and seminars as noted by personnel documentation and keeps abreast of current issues affecting medical assistance eligibility, reimbursement, billing and collecting to enhance professional growth and development.

• Attends in-service training modules and successfully demonstrates mastery.

• Employee must successfully complete training modules to retain position.

• Attends professional organizations’ conferences, as appropriate.

• Attends Masshealth Training forums quarterly and keeps abreast of current changes within Masshealth & Connectorcare, delivers changes to staff.

• Reviews identified problems to determine appropriate resolution.

• If resolutions require system or workflow updates, coordinates with leadership to implement updates.

• Completes annual evaluations on employees in a timely manner.

• Monitors or exceeds other goals for position as jointly defined with Manager and Director of Patient Access Services; completes and supports all educational programs as directed by leadership.

SPECIAL WORKING CONDITIONS (Responsible for on-call, 24 HR. coverage, etc.):

• Responsible for a 24/7 department and on-call responsibilities as needed.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• The person holding this position should have a minimum of an associate degree in Business, Health Care Administration, or Public Relations.

• A Bachelor’s Degree in Business, Health Care Administration, or Public Relations is the preferred level of education for the person holding this position.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED :

• MassHealth’s Certified Application Counselor and maintain certification renewal annually required.

EXPERIENCE:

• 5+ years hospital patient access experience preferred

• Bilingual persons and persons with hospital and/or healthcare experience strongly preferred.

• Five (5) to eight (8) years of experience in a lead/supervisory/management role may substitute for education.

KNOWLEDGE AND SKILLS:

• Work requires demonstrated organizational skills, the ability to multi-task, effective time management, understanding labor relations, and strong analytical skills

• Work requires knowledge of consumer health/dental insurance options and plans, BMC revenue cycle from insurance identification to accounts receivable, and cash collection policies and procedures.

• Work requires knowledge of rules and regulations pertaining to certification of application counselors, insurance claims submission, bad debt, uncompensated care eligibility and programs, and self-pay options.

• Work requires the availability to be present during a variety of shifts, including evenings and weekends to perform supervisory functions and conduct training for all team members.

• Work requires the ability to: plan and supervise the work of team members and initiate change to meet targeted goals, prepare oral and written reports for presentation to management and staff, audit applications and patient accounts, identify and resolve operational and staffing problems; and to make a variety of judgments relating to insurance eligibility, the billing and collection/cashiering process, associated eligibility and regulatory compliance.

• Work requires interpersonal and analytical skills necessary to supervise employees and gain their respect as an expert, a mentor, and a resource with the ability to effectively address questions and concerns. The Supervisor will promote open communication and team building within the work group and between teams in Patient Financial Counseling, Patient Access and other departments, and affiliated vendors.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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