Supervisor, Patient Access Center

The Union Health Center (UHC) is seeking a full-time

Supervisor - Patient Access Center to join our team

Background

The Union Health Center (UHC) is an innovative primary and multi-specialty center focused on providing well-coordinated and accessible healthcare. UHC has been providing care to New Yorkers for over one hundred years, founded by the International Ladies' Garment Workers' Union (ILGWU) and the Amalgamated Clothing Workers of America (ACWA). UHC was established to provide affordable and comprehensive healthcare to union members and their families and has been recognized by the National Committee for Quality Assurance (NCQA) as a Patient Centered Medical Home since 2009. The center was built around a team-based model that integrates health coaches and serves a patient population that experiences a heavy burden of chronic disease and varying levels of health literacy. UHC maintains Primary Care PCMH recognition and is certified as an Article 28 facility.

Role Summary

Provides direct supervision and monitoring activities of personnel on the Patient Access Team. Supports existing workflows and assists in developing new workflows to enhance teamwork and patient-centered care throughout the Health Center to ensure quality standards are met. Overall responsibility includes but is not limited to supervision of all staff in stated areas. This position operates in a hybrid remote capacity, with training on all internal systems provided.

Essential Duties and Responsibilities

1. Supervises all Patient Access Team staff, ensuring their adherence to UHC workflows, attainment of team metrics, and meeting departmental demands.

2. Responsible for ensuring both quality and quantity of the Patient Access Representative (PAR) calls - through proactive call monitoring, individual coaching, and team trainings. 

3. Actively monitors systems to ensure adherence to workflow procedures, and implements necessary changes to align with new goals and objectives.

4. Facilitates coordination between Patient Access Representatives (PARs), the Associate Director of Member Services, and clinical team members to promote efficient teamwork and address pertinent issues.

5. Prepares and completes annual performance appraisals and competency evaluations for supervised staff. 

6. Conducts a comprehensive analysis of Patient Access Team data and delivers insightful presentations to Senior Leadership providing recommendations to improve patient access and overall work processes. 

7. Responsible for initiating and carrying forward disciplinary steps as written in UHC HR Policy and Procedures and bargaining union contracts. 

8. Coordinates and maintains weekly schedules for the PARs.

9. Responsible for training PARs with new or revised workflows in response to NCQA Medical Home standards.  

10. Complies with the Union Health Center's policies & procedures related to privacy and security of identifiable patient information (PHI), as explained in the HIPAA (Health Insurance Portability & Accountability Act) training.  

11. Supports and reinforces policies regarding patient care, infection control and safety

12. Participates in Quality Assurance and Improvement activities.

13. Supports the stated goals and objectives of the Patient Centered Medical Home by working cooperatively with all clinical and non-clinical staff to develop procedures that enhance the Health Center's team-based approach to patient care.

14. Other duties may be assigned. 

Benefits:

• 100% Employer Contribution to Pension Fund
• Hybrid Remote
• 403(b)
• Dental insurance
• Vision insurance
• Tuition Reimbursement
• Health insurance
• Paid time off
• Flexible spending account
• Life insurance
• Training on internal systems provided

Supervisory Responsibilities

Supervises staff on the Patient Access Team employed at the Union Health Center. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The Union Health Center will comply with applicable standards of the Americans with Disabilities Act.

1.    High School Diploma or equivalent required. College degree preferred; relevant experience may be considered in lieu of a degree.

years supervisory experience in a health care setting, preferred.

3.    Strong interpersonal, oral, written communication, and collaborative skills.

4.    Proven leadership skills and the ability to motivate employees.

5.    Good computer skills required, knowledge of Microsoft Word, Excel and EMR a plus.

6.    Language: Bilingual English/ Spanish mandatory.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.