Supervisor, Patient Access (Admitting Operations) - Lowell & Boston

Job Title:Supervisor, Patient Access (Admitting Operations)

Hours: 40 hours per week; Monday through Friday - 8:00 AM to 4:30 PM. This position does require on-call and weekend coverage as needed.

Location(s): Onsite at Tufts Medical Center (Boston, MA) and Lowell General Hospital - Main Campus (Lowell, MA).

Job Profile Summary

This role focuses on activities related to revenue cycle operations such as billing, collections, and payment processing. In addition, this role focuses on performing the following Patient Access duties: Performs the administrative and financial-clearance duties necessary to facilitate the procurement of clinical services by patients. Collects patient's necessary demographic and financial information from physician offices, acute-care entities, or the patients themselves, schedules services for patients, and handles referrals from primary care doctors to ensure patients are scheduled for recommended appointments/procedures, etc. A management role that supervises employees focusing on tactical, operational activities within a specified area, with the majority of time spent overseeing area of responsibility, planning, prioritizing and/or directing the responsibilities of employees. Goal achievement is typically accomplished through performance of direct and/or indirect reports. A role that supervises all levels of employees. Responsibilities that typically include: Setting goals and objectives for team members for achievement of operational results, problems faced may be difficult but typically are not complex, and ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.

Job Overview

This position is involved in patient access activities for inpatient and outpatient services, including pre-registration, insurance verification, authorization, referral management, notification, registration, collections, and denial mitigation. Oversees all aspects of the work groups assigned and contributes to the continuous improvement of patient access areas. Supervises staff and works with other department leaders to facilitate the Patient Access Department's services and performance. Supports planning and implementation of strategic initiatives.

Job Description

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Manages daily activities of patient access areas for all inpatient and outpatient

services, including pre-registration, insurance verification, authorization, referral management, notification, registration, collections, and denial mitigation.

2. Manages team to achieve goals assigned to the department and/or individual work units.

3. Develops and implements new programs and procedures to improve patient access services, operations, and efficiency.

4. Manages the development, implementation, and maintenance of patient access policies and procedures.

5. Maintains regular contact with staff, Supervisors, and Director to keep abreast of issues and to provide feedback on overall operations and specific issues.

6. Creates training and development plans for staff and facilitates professional growth and development of all Patient Access staff.

7. Partners with internal departments to establish effective processes and teamwork.

8. Investigates denials, analyzes root cause, and creates action plan with Director.

9. Assists in the preparation of the annual departmental budget and the monthly expenses and budget compliance.

10. Manages work unit schedules to meet operational requirements, being fair to all staff.

11. Completes annual performance evaluations, performance improvement plans and assists with staff evaluations.

12. Ensures compliance with all Medical Center, Federal, State, and health plan requirements and regulations.

13. Manages to achieve established standards for productivity, quality/accuracy, and patient satisfaction/customer service.

14. Relies on direct observation, input from key constituents, and available data to assess performance and next steps.

15. Recommends future goals in line with department needs and initiatives.

16. Completes ongoing staff quality reviews.

17. Prepares weekly payroll.

18. Has the direct responsibility to undertake the following actions: hiring, termination, corrective action, and performance reviews.

19. Collaborates with peers, physicians, and/or services, when applicable.

20. Attends and/or facilitates intra-facility meetings regarding patient access related activities.

21. Identifies staff in need of retraining and ensures they receive it.

22. Supports staff professional development and makes recommendations for continuing education.

23. Ensures that one-on-one and work unit meetings are held.

24. Recommends changes and/or updates.

25. Takes the initiative to identify opportunities for improvement via direct observation, staff observation, data analysis, etc.

26. Proposes solutions or recommends creation of process improvement groups and helps to identify goals of such groups.

Physical Requirements:

1. Occasionally lift and/or move up to 25 lbs.

2. This is largely a sedentary role, which involves sitting most of the time, but may involve movements such as walking, standing, reaching, ascending/descending stairs and operating office equipment.

3. Frequently required to speak, hear, communicate and exchange information.

4. Ability to see and read computer displays, read fine print, and/or normal type size print and distinguish letters, numbers and symbols.

Skills & Abilities:

1. Must possess good management skills and ability to delegate and supervise staff.

2. Excellent organizational, interpersonal, motivational and leadership skills.

3. Excellent negotiation and problem-solving skills.

4. Excellent verbal and written communication skills.

5. Ability to investigate, analyze and resolve issues at a high level.

6. Ability to work effectively with individuals of all cultures, generations and levels of authority.

7. Flexibility to work additional hours and ability to work under stress.

8. Proficient with Microsoft Office, including Outlook Excel, PowerPoint, and Access.

9. Ability to effectively communicate with physicians, patients, staff, payers, and executives.

10. Ability to work efficiently/accurately and organize/plan work.