Patient Services Supervisor

2 months ago

Nashua, United States Harbor Home Care Full time
Description

Position: Patient Services Supervisor

Department: Patient Services/Harbor Care Health & Wellness Center

Reports to: Director of Patient Services

Pay Status: Full-Time, Salary-Exempt

Schedule: Monday through Friday; 7:45am - 4:45pm

Will be required to work occasional early mornings, evenings and weekends

Location: Nashua, NH

Do you want to make sustainable change in our community? Harbor Care is seeking a talented and committed Patient Services Supervisor to help further our mission.

The Job:

Working as a key member of a highly accomplished and skilled management team, the Patient Services Supervisor will be responsible for oversight of the Patient Service Representatives. The supervisor will oversee the day-to-day operations of the department and will also be responsible for direction and coordination of the activities of the health center support services such as, appointments, communication, patient scheduling and patient satisfaction. Will develop, implement and apply policy and procedures to guide and support the functional areas and will ensure that staff is oriented, trained and functioning effectively to support exceptional customer service to our patients. Provides coverage and assists the team with registering patients as needed.

About Harbor Care:

Harbor Care, formerly known as Harbor Homes and the Partnership for Successful Living affiliates, is an innovative health and human services non-profit organization that provides housing, healthcare, home health, behavioral health, addiction treatment, and more in collaboration with many community partners. Harbor Care is the new shared name of Harbor Homes, Keystone Hall, Healthy at Home, the Harbor Care Health and Wellness Center, and the Southern NH HIV/AIDS Task Force. We offer many programs specifically focused on our Military Veteran and homeless populations. Harbor Care integrates stable housing with vital supports such as: primary, dental, and mental health care, substance misuse treatment, employment services, and other wraparound supports proven to end homelessness, help change and save lives.

Benefits:

At Harbor Care, we consider our employees to be our greatest assets. We show this appreciation with our comprehensive benefit packages which include: Medical and Dental with a generous Employer Paid Portion. We also offer Voluntary Benefits such as Vision, Life Insurance, 401(k) with a competitive company paid match, and more. To promote a healthy lifestyle and living a well-balanced life, our employees are further benefited with a considerate time off policy and holiday schedule. In addition, employees can participate in our Employee Assistance Program to help support them and their families to handle life's challenges.

Requirements

Duties & Responsibilities
  • Assists in the recruiting, hiring, orientation and training of all new team members.
  • Responsible for writing and delivering annual performance reviews to direct reports in a timely manner, as well as, providing ongoing feedback throughout the year. Ensure corrective action takes place, when applicable.
  • Ensure the timely and accurate collection and entry of patient/client information to the organizations practice management system.
  • Ensure to offer the Sliding Fee Application to all patients, collect the necessary income documentation in order to determine approval or denial of the discount program.
  • Compile or monitor cash and credit card payments for the department and prepare bank deposit.
  • Service as an administrator for eligibility systems; activate and deactivate access and permissions as needed.
  • Upholds and maintains confidentiality of all patient, personnel and company policy information in accordance with HIPAA regulations.
  • Promotes teamwork in daily activities, resolution, coaching and mentoring, exercises diplomacy and consistently uses effective communication skills, acting as a role model to staff.
  • Provides consistent clear directions, and timely feedback and follow-up to all staff.
  • Works with other leadership in setting productivity, performance and outcome measures for all staff, aligning these goals with organizational objectives and strategic goals.
  • Assist in the development of an appropriate provider schedule, taking into consideration patient needs and demands, as well as achieving health center goals.
  • Build, block and track provider schedules for appropriateness and uniformity.
  • Ensure template changes are performed timely and accurately in accordance to health center requirements.
  • Monitor patient schedules to ensure maximum utilization of available appointment slots.
  • Run productivity reports as needed to analyze data and make recommendations for improvement.
  • Perform appropriate follow up with patients to ensure continuity of care.
  • Assist with incoming and outgoing scheduling, pre-registration and reminder calls based on business needs.
  • Facilitates the daily schedule change requests and coordinates the rescheduling of appointments.
  • Establish/Adheres to office scheduling guidelines, ensuring appropriate access to patient's for care.
  • Monitors staff productivity to identify opportunities for improvement, providing feedback to staff and offering recommendations to leadership. Coordinate re-training and staff refreshers as needed.
  • Assists with and responds to escalated customer calls. Investigates and resolves complaints, questions and concerns.
  • Communicate potential delays to patients/clients in a professional manner.
  • Oversees and monitors staff to ensure compliance with department and system policies.
  • Conduct monthly department meetings as needed to share information/updates, successes and opportunities for improvement while involving the team throughout.
  • Works directly with patients/providers to confirm and resolve registration issues. Ensures staff assist patients in facilitating/correcting primary care provider assignments with payors.
  • Serves as a knowledgeable resource to staff, providers and patients in compliance with payor and organizational Standards and Guidelines.
  • Actively reviews and works work queues and other key metrics as determined by manager, reporting patterns and trends observed to manager.
  • Ensures a "warm handoff" to intake clinicians and programs.
  • Performs other duties as assigned.
Job Requirements
  • High school diploma or an associate's degree (or global equivalent)
  • Excellent Customer Service skills
  • Knowledge of computers and Microsoft software applications
  • Experience with Electronic Health Record (EHR)
  • Experience managing patient and provider schedules
  • Experience working with people from diverse populations
  • Experience with third party pre-authorization, eligibility and benefits
Preferred Qualifications:
  • Associates degree or above in health care administration or related field.
  • Knowledge of The Federally Qualified Health Center (FQHC) Regulations.
  • Knowledge of 42 CFR regulations for confidentiality regarding the treatment of Substance Use Disorders.
  • In-depth knowledge of Patient Access Services and Revenue Cycle Operations.
  • Thorough knowledge and experience in staff management, registration management, insurance verification, and working with 3rd party payors.
  • In depth knowledge and experience with insurance plans, products, benefits, policy and procedures requirements.
Competencies
  • Pleasant and professional with exceptional organizational, problem solving, analytical, and follow-up skills
  • Maintain a demonstrated approach toward collaborative problem solving in support of organizational mission and goals
  • Strong oral, written, communication skills, as well as interpersonal and team building skills
  • Strong task and workflow planning and management skills
  • Understanding of Electronic Health Records, understanding of Microsoft Outlook, Word, Excel and PowerPoint
  • Be aware of and adhere to HIPAA and 42 CFR rules and regulations
  • Be aware of and adhere to requirements mandated in all active Contracts
  • Experience with collecting and reporting data
  • Resourcefulness, flexibility and integrity; attention to detail
  • Ability to function in a fast-paced environment while coordinating competing demands effectively
  • Ability to work independently and function in a team-oriented environment
  • Ability to make meaningful observations and document these findings
  • Ability to organize and prioritize work within required deadlines
  • Ability to work in a team, build consensus, problem-solve, influence others outside a direct reporting relationship, and handle conflicts with tact
  • Ability to effectively and positively influence and persuade staff to achieve organizational goals and objectives
  • Ability to communicate easily and display a cordial manner towards individuals from a variety of socio-economic, cultural, and religious backgrounds
Harbor Care's Commitment:

Model and enforce the "Red Carpet Treatment" among staff and clients comprised of the following:
  • Earn our clients' trust.
  • Build long-term relationships.
  • Give Clients the best possible experience to make them feel like they're coming to a place they belong.
  • Provide the best quality of service.
  • Treat every Client with dignity and respect with each encounter.
  • You will prioritize communication from any Harbor Care employee seeking help for a client.

Harbor Care is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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