ONSITE Patient Access Supervisor

Employment Type:

Full time

Shift:

Day Shift

Description:

Responsible for coordinating reimbursement sources and other activities related to securing reimbursement for hospital services provided to patients who are either already admitted to the hospital, or who may be seeking to obtain services. Work with patients to ensure the hospital receives maximum payment for all services rendered, while assisting the patient with avenues of financial assistance available to them. Educates and assists patients with understanding their insurance coverage and benefits / options, setting up payment arrangements, and collecting patient financial responsibilities. Assists uninsured or underinsured families with navigation of the process related to applying for the government sponsored healthcare resources and / or the hospital's Financial Assistance program.

Position is responsible for but not limited to the management and oversight of the following functions:

* All Points of Registration at the Hospital
* Admissions
* Bed Desk /Patient Placement
* Insurance Verification
* Financial Clearance
* Financial Counseling
* Point of service cash collections and reconciliation

ESSENTIAL FUNCTIONS

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Maintains and demonstrates knowledge to successfully supervise each functional area of the hospital including but not limited to all outpatient registration points, emergency room registration, admissions, bed assignment and financial counseling.

Monitors the patient tracking system, registration reports and financial clearance activities to ensure patients are registered within key performance standards.

Supervises colleagues to ensure excellent professional customer service is provided to patients, providers, coworkers, and the community.

Monitors all financial clearance activity ensuring all accounts are verified at time of service and meet medical necessity requirements.

Monitors pricing estimates and provide staff education when needed.

Ensures adequate controls are maintained over cash collections and that payments are properly handled in accordance with hospital policy.

Coordinates investigation and appropriate resolution of problems from patient/family or staff complaints in an efficient manner. Resolves patient questions regarding payment requirements/charges referred by the registrars.

Ensures monies collected time of service are accurately recorded and promptly forwarded to the Cashier's Office.

Coordinates work schedules of staff, including leave time, to ensure adequate departmental coverage. Adjusts daily schedule as required to perform urgent assignments, peaks in workload that will maximize patient satisfaction and minimize delays.

Gathers statistics, completes reports and performs other duties as scheduled or requested by Manager.

Reviews and approves colleagues time sheets and time off requests.

Assists with orientation of new personnel. Ensures training of new colleagues is completed.

Educates and communicates new policies and procedures to registrars and identifies on-going continuing education needs of colleagues.

Serves as a recognized liaison and resource to our clinical units, physicians, and their offices and fosters good interdepartmental relations.

Supervises staff including coaching, motivating, training, interviewing, hiring, and taking corrective actions based on performance management principals.

Understands and is well versed in downtime and disaster policies and procedures and ensures colleagues are prepared in respective policies and procedures.

Provides operational guidance and support to assigned team, disseminates policy/procedure updates, supports coverage of other departmental divisions as required.

Serves as a technical advisor and resource to team and leadership.

Achieves pre-determined productivity standards and quality scores through periodic performance reviews. Additional metrics beyond quality and productivity may also be used to determine satisfactory performance and assist in progressing individuals through the position career ladder.

Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

Other duties as assigned.

MINIMUM QUALIFICATIONS

High school diploma, GED or an equivalent combination of education and experience.

Minimum of three (3) years' experience in hospital Patient Access operations.

Minimum of three (3) years' previous leadership experience.

Previous Patient Accounting experience and / or Patient Placement activities preferred.

National certification in HFMA CRCR and/or NAHAM CHAA required within one (1) year of hire.

Knowledge of medical terminology, third party payers, business math, ICD and CPT coding.

Excellent oral and written communication skills.

Knowledge of federal or state government agencies including but not limited to Medicare, Medicaid, VA or Charity Care programs, or patient management and healthcare accounts receivable within the healthcare revenue cycle.

Exhibits supervisory skills that emphasize team‑building and strong leadership with the ability to provide clear oversight and coordination of department services.

Demonstrated experience handling escalated issues, educating and mentoring team members and demonstrating subject matter expertise.

Expert knowledge of registration and patient throughput.

Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel.

Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to set, organize, and adapt quickly to changing work priorities. Must be able to work concurrently on a variety of tasks/projects in a fast paced, high energy, diverse environment with varied working styles. Excellent problem-solving skills are essential.

Ability to comprehend and retain information that can be applied to improving work processes and procedures to achieve appropriate service delivery.

Position operates in an office environment. Work area is well-lit, and temperature controlled.

Job function requires working at a computer. The noise level is low to moderate.

Occupational exposure to blood or other potentially infectious materials may reasonably be anticipated from the performance of the employee's duties. Skin, eye, mucous membrane, and/or parenteral contact with blood or potentially infectious material are reasonably anticipated.

Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.

Manual dexterity is needed to operate a keyboard. Hearing is needed for extensive telephone and in person communication.

The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions.

Must possess the ability to comply with Trinity Health policies and procedures.

* The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.