Patient Access Supervisor

The Patient Access Supervisor is responsible for the coordination and supervision of partners within the Office of Patient Access Management and other designated areas within Revenue Cycle. Assigned Departments include all access areas (Hospital Registration, Financial Resource Specialists, Registration Specialists, Precertification Specialists, Patient Access Specialists, Training Specialists, Seniors Program Coordinators etc.) This position will also provide dotted line oversight to other front-end operations such as reception and patient service representative in conjunction with clinic and hospital leadership. This position requires a detailed knowledge base in registration, emergency department, clinic and hospital access, insurance authorization and benefit determinations, scheduling protocols and billing practices, as well as an understanding of how these areas impact the flow of work throughout various departments and the organization. The Supervisor is responsible for developing and enforcing policies and procedures, monitoring the accuracy of registration, scheduling, and adherence to financial and access protocols. In addition, this position is responsible for ensuring patient experience protocols are followed, monitoring in basket pools, and clearing issues in various registration, access, and billing workqueues, and managing the overall training and coordination of work for the department. Included in the supervision of these areas is preparation of staffing schedules and recommendation and coordination of program-related improvements and changes. The position requires the ability to independently plan, schedule, organize and respond appropriately on a wide variety of subjects and situations. The ability to perform the duties of the staff supervised is required. As hospital reimbursement, patient experience, and provider schedules are dependent upon the activities of the Patient Access Department, timely completion of duties and follow-up is critical. Involvement in departmental and interdepartmental process improvement teams would also be expected of the individual.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• In-depth knowledge of all applications used in Patient Access and Revenue Cycle operations (e.g. EPIC, RTE, Scheduling, etc.).
• Ensures staffing needs are met while maintaining budgeted staffing levels. Implements alternative staffing patterns as needs arise.
• Reviews and process timecards in an accurate and timely manner.
• Maintains accurate employee attendance files.
• Interviews and hires applicants to maintain adequate staffing levels.
• Provides orientation and training to new hires, completing necessary competency/orientation checklists.
• Actively seeks and schedules staff development opportunities, including those outside the department that would be beneficial for partners to attend.
• Supervises partners and ensures workload is distributed equitably within the work group.
• Conducts team meetings to apprise staff of changes and to address broader-based program area issues and initiatives. Assist staff with complex work situations.
• Performs audits to review partner performance on an ongoing basis to ensure policies and procedures are being followed consistently and that any issues are addressed.
• Provides timely performance improvement feedback and coaching.
• Evaluates partners by conducting training assessment and completing employee performance reviews on time.
• Monitors and maintains reports and dashboards to monitor productivity on each partner and the Department as a whole.
• Tracks and measures volume of work assigned to the work group to set goals and monitor trends and shifts in volume, etc.
• Monitors the accuracy of the data entry of demographic and insurance information and adherence to access and financial policies/procedures.
• Develops, recommends and implements policies and procedures for the department. Updates policy and procedure resources as necessary and ensures partners are notified of changes.
• Enforces established policies and procedures, including work rules, safety procedures, confidentiality standards, CMOS, JCAHO standards and CMS standards.
• Monitors accuracy of scheduling functions, provider templates and makes recommendations on template changes to best utilize providers time, while ensuring patient satisfaction.
• Monitors workqueues and reports to ensure accurate and timely registration, scheduling and claims submission.
• Coordinates functions within defined work group, works cooperatively with other work group supervisors to ensure smooth and timely processing of third-party claims and timely follow-up with patients.
• Maintains a solid understanding and knowledge of payer requirements, registration and scheduling workflows, as well as referral requirements to ensure staff follows established procedures to maximize reimbursement.
• Reviews and analyzes new government billing regulations/guidelines, new managed care contracts, and industry publications to advise Director, partners, and other department heads of potential issues that could impact billing, reimbursement and compliance.
• Ensures that the department follows and adheres to all policies and guidelines regarding the handling of cash and checks, and the posting of payments and adjustments according to Finance.
• Monitors and reviews precertification and referral authorizations workflows to ensure maximum reimbursement for services.
• Works collaboratively with counterparts, Patient Financial Services, and other departments on issues relating to patient registration, scheduling, patient flow, insurance verification, referrals and reimbursement issues.
• Serves as the knowledge expert and information source for staff.
• Keeps up to date on insurance, referral, and billing requirements
• Provides Ancillary Providers with necessary and accurate information related to insurance determination and financial compliance.
• Assists with application implementation, upgrades, enhancements, and usability testing.
• Provides education and training to clinic leadership and partners to ensure financial policies are being adhered to.
• Reviews registration or authorization related denials and provides education as necessary to reduce write offs.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE
High school diploma or equivalent preferred.
Associates degree in a business or healthcare field required (or an equivalent of experience, certification and years of service).
Four years of patient access, revenue cycle or other healthcare experience required, with emphasis in access services, POS collections, registration, scheduling, insurance verifications/authorization, billing, or customer service preferred
Two years of prior leadership related experience required.

CERTIFICATION AND LICENSURE
Healthcare revenue cycle related certification or an equivalently designated certification approved by management required within 1 year.

Mercyhealth offers a generous total rewards package to eligible employees including, but not limited to:

* Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.

* Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.

* Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.

* Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.

* Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.

* Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.