From Riverside Healthcare's posting. “We” and “our” refer to the employer.
Overview
The Supervisor, Patient Access provides daily oversight to registration and/or scheduling teams while offering leadership that supports a positive patient and customer experience. In partnership with the Patient Access Manager and Director, the supervisor conducts regular staff meetings to ensure clear communication and to address employee concerns. The role includes meeting payment targets, monitoring Revenue Cycle metrics, and optimizing workflows.
The supervisor also maximizes budgeted payroll hours through effective staff scheduling. In collaboration with the Patient Access Manager and Director, this role is responsible for employee relations, including training, performance management, disciplinary actions, and personnel development.
Essential Duties
Under the direction of and in collaboration with the Patient Access Manager, conducts consistent staff meetings; seizes opportunities to foster communication, provide organizational updates, share information, teach, and continually challenge and develop staff.
Acts as a role model for staff in handling patient and department relations and communicates appropriate issues to Patient Access Manager or Director.
Provides daily supervision to triage staff.
Provides leadership and direction for improving patient/customer satisfaction.
Effectively prioritizes and executes tasks when under pressure.
Perform additional tasks as assigned to achieve organizational goals.
Enters time in Timekeeping System.
Ensure 'payment at time of service' metrics are met.
Ensures timely and accurate patient registrations and scheduling.
Responsible for all cash management activities and end-of-day reconciliations.
Ensures the office is prepared each day for patients, including clerical preparation and cleanliness.
Implements patient satisfaction tactics to promote and maintain the best patient experience.
Manages front desk activities ensuring patients complete demographic, billing and insurance registration is obtained and updated.
Monitors and resolves patient complaints.
Ensure patient customer service expectations are met.
Maintains appropriate health information standards.
Is responsible for employee relations including disciplinary actions and hiring in collaboration with their Manager, Director and Human Resources.
Periodically reviews performance of each staff member and Determines training and development programs for support staff and develops 'on the job' or 'in-service' programs if needed.
Evaluates job 'work loads' to ensure equitable distribution and determine if/when reductions or additions in personnel are necessary.
Is committed to hiring and retaining the best quality talent.
In collaboration with Patient Access Manager, completes yearly performance evaluations for staff. Monitors staff compliance with mandatory education and training, Maintain DNV and ISO 9001 compliance.
Maximize budgeted payroll hours by effectively scheduling staff, monitor and track staff productivity through flex staffing tools.
Keeping WHPUOS and W$PUOS at or under budgeted projections.
Recommend changes in staffing, including daily fluctuations, staff coverage needs, additional staff requests, and IVO.
Optimize department workflow; continuously analyze patient 'through-put', identify bottlenecks, recommend solutions and
Implement process improvement strategies.
Maintains current knowledge of third-party payors, pre-certifies patients and verifies benefits when necessary.
Investigates and resolves billing matters.
Assists with providing adequate space for supplies and equipment in appropriate areas.
Ensures staff adhere to safety standards, and HIPAA Guidelines.
Responsibilities
Required Experience
Possesses the ability to supervise others and resolve problems.
Excellent communication skills required.
Ability to work in an automated environment.
Computer experience required.
Knowledge of medical terminology.
Understanding of the hospital revenue cycle.
Preferred Experience
Previous ICD-10 and CPT coding preferred.
Preferred Education
Associate’s degree or minimum of 2 years physician office management experience preferred.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
Our Commitment to You:
Riverside Healthcare offers a comprehensive suite of Total Rewards: benefits and nationally rated employee well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so your journey at and away from work is remarkable. Our Total Rewards package includes:
Compensation
Compensation:
Base compensation within the position’s pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift differential, on-call
Opportunity for annual increases based on performance
Benefits - .5 to 1.0 FTE:
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Health Savings and Flexible Spending Accounts for eligible health care and dependent care expenses
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Benefits - .001 to .49 FTE:
Paid Leave Hours accrued as you work
Employee Health Requirements
Exposure/Sensory Requirements
Exposure to: Chemicals: None
Video Display Terminals: Average
Blood and Body Fluids: Performing ER and Admitting registrations have the potential to be exposed.
TB or Airborne Pathogens: Performing ER and Admitting registrations have the potential to be exposed.
Sensory requirements (speech, vision, smell, hearing, touch): Speech: Required to communicate during presentations/training, telephone communication, and facilitate meetings.
Vision: Needed to read memos and literature, close vision (ability to adjust focus).
Smell: NA
Hearing: Needed for telephone communication, meetings, alarms and listening to employee/patient concerns.
Touch: Needed to write, computer entry, filing.
Activity/Lifting Requirements
Percentage of time during the normal workday the employee is required to: Sit: 50-88%
Twist: 5%
Stand: 1%
Crawl: 0%
Walk: 12-50%
Kneel: 0%
Lift: 0%
Drive: 0%
Squat: 0%
Climb: 0%
Bend: 5%
Reach above shoulders: 2%
The weight required to be lifted each normal workday according to the continuum described below:
Up to 10 lbs: Frequently
Up to 20 lbs: Frequently
Up to 35 lbs: Occasionally
Up to 50 lbs: Occasionally
Up to 75 lbs: Not Required
Up to 100 lbs: Not Required
Over 100 lbs: Not Required
Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.):
Carrying materials such as charts and labels waist high and for approximately 20 feet.
Maximum consecutive time (minutes) during the normal workday for each activity: Sit: 30
Twist: 1
Stand: 5
Crawl: 0
Walk: 5
Kneel: 0
Lift: 0
Drive: 0
Squat: 0
Climb: 0
Bend: 0
Reach above shoulders: 1
Repetitive use of hands (Frequency indicated): Simple grasp up to 10 lbs.
Normal weight: 5-10# frequent
Pushing & pulling Normal weight: Fine Manipulation: Computer keyboard, writing, calculator.
Repetitive use of foot or feet in operating machine control: Not Required
Possesses the ability to supervise others and resolve problems.
Excellent communication skills required.
Ability to work in an automated environment.
Computer experience required.
Knowledge of medical terminology.
Understanding of the hospital revenue cycle.
Preferred Experience
Previous ICD-10 and CPT coding preferred.
Preferred Education
Associate’s degree or minimum of 2 years physician office management experience preferred.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
Our Commitment to You:
Riverside Healthcare offers a comprehensive suite of Total Rewards: benefits and nationally rated employee well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so your journey at and away from work is remarkable. Our Total Rewards package includes:
Compensation
Compensation:
Base compensation within the position’s pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift differential, on-call
Opportunity for annual increases based on performance
Benefits - .5 to 1.0 FTE:
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Health Savings and Flexible Spending Accounts for eligible health care and dependent care expenses
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Benefits - .001 to .49 FTE:
Paid Leave Hours accrued as you work
Employee Health Requirements
Exposure/Sensory Requirements
Exposure to: Chemicals: None
Video Display Terminals: Average
Blood and Body Fluids: Performing ER and Admitting registrations have the potential to be exposed.
TB or Airborne Pathogens: Performing ER and Admitting registrations have the potential to be exposed.
Sensory requirements (speech, vision, smell, hearing, touch): Speech: Required to communicate during presentations/training, telephone communication, and facilitate meetings.
Vision: Needed to read memos and literature, close vision (ability to adjust focus).
Smell: NA
Hearing: Needed for telephone communication, meetings, alarms and listening to employee/patient concerns.
Touch: Needed to write, computer entry, filing.
Activity/Lifting Requirements
Percentage of time during the normal workday the employee is required to: Sit: 50-88%
Twist: 5%
Stand: 1%
Crawl: 0%
Walk: 12-50%
Kneel: 0%
Lift: 0%
Drive: 0%
Squat: 0%
Climb: 0%
Bend: 5%
Reach above shoulders: 2%
The weight required to be lifted each normal workday according to the continuum described below:
Up to 10 lbs: Frequently
Up to 20 lbs: Frequently
Up to 35 lbs: Occasionally
Up to 50 lbs: Occasionally
Up to 75 lbs: Not Required
Up to 100 lbs: Not Required
Over 100 lbs: Not Required
Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.):
Carrying materials such as charts and labels waist high and for approximately 20 feet.
Maximum consecutive time (minutes) during the normal workday for each activity: Sit: 30
Twist: 1
Stand: 5
Crawl: 0
Walk: 5
Kneel: 0
Lift: 0
Drive: 0
Squat: 0
Climb: 0
Bend: 0
Reach above shoulders: 1
Repetitive use of hands (Frequency indicated): Simple grasp up to 10 lbs.
Normal weight: 5-10# frequent
Pushing & pulling Normal weight: Fine Manipulation: Computer keyboard, writing, calculator.
Repetitive use of foot or feet in operating machine control: Not Required
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