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Patient Access Supervisor

2 months ago

Houston Texas, United States Hanger, Inc. Full time

About Us:
At Hanger, Inc., we are dedicated to Empowering Human Potential.

As the leading provider of orthotic and prosthetic (O&P) services and products, we offer cutting-edge O&P solutions, clinically distinct programs, and unparalleled customer service.

Our Patient Care segment stands as the largest operator of O&P patient care clinics across the nation.

Through our Products & Services segment, we distribute both branded and private label O&P devices, products, and components, alongside providing rehabilitative solutions to a wider market.

With a legacy of 160 years in clinical excellence and innovation, our vision is to spearhead the orthotic and prosthetic markets by delivering exceptional patient care, outcomes, services, and value.

Every day, our employees positively impact countless lives, enabling individuals to achieve new levels of mobility and independence.

Is This Opportunity Right for You?
As a leader, you will oversee the administrative team in one or more clinics.

Your role involves managing daily administrative operations to ensure that all patients, their families, caregivers, and referrals to Hanger Clinic feel welcomed and integrated into the Hanger community, while also providing robust support to clinicians.

You will be responsible for monitoring documentation, patient outcomes, and Net Promoter Score (NPS), enforcing compliance, and ensuring that established workflows are adhered to.

Your Contributions:
Oversee daily documentation and compliance processes.

Ensure adherence to internal controls and HIPAA Privacy Rules to protect the privacy and security of sensitive health information.

Review clinical documentation to meet payer requirements.

Timely communicate payer updates, issues, or potential concerns to the Area Manager, Patient Access.

Build, lead, and maintain a high-performing administrative team.

Quickly fill staff vacancies with qualified Coordinator, Patient Access candidates in collaboration with Talent Acquisition.

Guarantee that each team member receives comprehensive training, coaching, development, regular performance feedback, and annual performance reviews.

Create an engaging environment where Coordinator, Patient Access employees excel, and patients receive exceptional service.

Drive effective utilization of front office systems and technology, introducing new tools to enhance work processes.

Monitor and ensure adherence to consolidated workflows, reporting any issues to the Area Manager, Patient Access.

Ensure that Coordinator, Patient Access employees deliver outstanding patient experiences.

Strive for Superior Patient Outcomes and Experiences.

Oversee and review all quality assurance initiatives.


Confirm that Coordinator, Patient Access employees and clinicians accurately collect and transmit patient outcomes data to the outcomes team, and that they can effectively communicate the purpose of outcomes to patients.

Regularly monitor NPS reports and align workflows with empathy strategies.

Track the timely resolution of NPS Detractors and ensure positive outcomes.

Identify trends among NPS detractors with negative resolutions, developing and implementing action plans to address these needs.

Engage the administrative team in creatively communicating patient feedback and formulating action plans to address it.

Undertake additional projects or duties as assigned.

Manage special projects as directed by the Manager, Patient Access Area.

Participate in inventory management processes.

Minimum Qualifications:
Required:

High school diploma or GED

2 years of experience in hiring, supervising, training, and coaching staff

2 years of experience in administrative and/or customer/patient service roles.


Must possess, or be eligible to obtain, a valid driver's license and maintain a driving record that meets Hanger's Motor Vehicle Safety Policy and Procedures.

Preferred:

Associate degree in healthcare management or a related field

Experience in supervising/managing in a multi-site environment.

Key Success Factors:
Excellent verbal and written communication skills

Strong interpersonal skills and a highly collaborative approach

Knowledge of patient care management

Expertise in selecting, managing, coaching, and developing staff

Proven track record of addressing customer/patient/employee concerns

Proficiency in Windows-based office technologies (e.g., Word, Excel)

Resourceful and adaptable problem solver

Act with integrity in all interactions, maintaining honesty, transparency, and respect in all relationships.

Prioritize the patient in all actions, fostering lifelong trust.

Encourage open collaboration and constructive dialogue with colleagues.

Continuously innovate solutions, adapting to and influencing change.

Focus on achieving superior outcomes, refining work processes for exceptional results.

Our Commitment to You:
Competitive Compensation Packages

8 Paid National Holidays & 4 additional Floating Holidays

PTO that includes Vacation and Sick time

Medical, Dental, and Vision Benefits

401k Savings and Retirement Plan

Paid Parental Bonding Leave for New Parents

Flexible Work Schedules and Part-time Opportunities

Generous Employee Referral Bonus Program

Mentorship Programs- Mentor and Mentee

Student Loan Repayment Assistance by Location

Relocation Assistance

Regional & National traveling CPO/CO/CP opportunities

Opportunities for Volunteering at Local and National events.

Hanger, Inc. is dedicated to providing equal employment opportunities in all aspects of the employer-employee relationship.

All employment conditions and privileges are administered without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances.

The company will adhere to all applicable state or local fair employment laws that prohibit discrimination or harassment based on other protected characteristics.

Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is strictly prohibited.

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