POSITION SUMMARY:
Responsible for weekend operations of the Patient Access Services. Supervises the activities of Patient Access Representatives, Team Leads, and support staff engaged in registration, co-pay and coinsurance collections, assisting patients with applying and enrolling in medical and dental insurance. Engage in training support functions associated with Patient Access Services with our Revenue Cycle Training team. Assures team member compliance with Certified Application Counselor Organization regulatory requirements and standard registration quality assurance measures. Prepares various reports and recommendations to monitor and improve team member performance and department operations. Works cooperatively with Revenue Cycle partners, clinical departments, and Case Management/Social Worker team members and leaders to achieve the departmental goals, providing excellent customer service and maximizing revenue opportunities for Boston Medical Center.
This role will work in a matrixed fashion with important leaders within Revenue Cycle, Finance, Case Management, Nursing, Practice Management, and the Emergency Department to develop and execute key initiatives. This key leader directs and manages team members to incorporate complex state and federal program guidelines into current operations, drives performance, and provides overall direction and oversight of all functional areas within financial counseling (inpatient, outpatient, Emergency Department). Drawing on a broad understanding of hospital processes, policies, and procedures; and displaying a high degree of initiative and independent judgment, the incumbent will collaborate closely with the revenue cycle and practice leadership to continually assess, direct, and influence a wide range of financial counseling activities. This supervisor builds new revenue cycle initiatives and develops policies and procedures regarding workflows related to the revenue cycle functions throughout their administrative umbrella. This role will foster and promote a culture of service excellence and transparency for patients and colleagues. The incumbent will build trust and foster collaboration throughout the BMC Community by enhancing employee engagement, addressing performance results, and providing coaching and mentoring.
Position: ED Patient Access Supervisor
Department: Patient Access Services
Schedule: Part Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
Makes a positive impression on customers by behaving in ways that are warm, welcoming, professional, and helpful.
Displays mutual respect for patients, physicians, team members, visitors, and family/significant others.
Demonstrates action of BMC standards via keeping interior and exterior surroundings clean and orderly; dressing professionally and displaying team member identification badge at collar level; presenting BMC in a positive light to others; and providing constructive criticism to improve BMC.
Behaves in a trustful manner by communicating openly and honestly; following through with assignments; behaving fairly and consistently; and supporting teamwork at all levels of the organization.
Seeks opportunities to incorporate enjoyment in the workplace by celebrating accomplishments of the organization, self, and others; and helping to remove barriers to enjoyment in the workplace.
Strives to exceed patient satisfaction expectations and quality and financial benchmarks.
Supervises the daily enrollment activities, and support staff to ensure positive customer service experience.
Supervises all aspects of the Patient Access Service area; ensures timely, complete, and accurate registrations, timely pre-certification, and insurance verification.
Reviews registrations daily to ensure 95% accuracy.
Performs guest relations duties to all customers during a waiting time; coordinates and prioritizes workflow.
Performs A.I.D.E.T. surveys for registrar performance and patient satisfaction on a routine basis.
Responsible for ensuring co-pay and co-insurance amounts are collected from patients at the point of registration (Emergency collections at discharge).
Monitors self-pay accounts to verify that the facility cash posting and adjustments are consistent with contractual agreements and BMC self-pay discount policy.
Maintains sufficient staffing and coverage to meet departmental needs.
Prepares work schedules for employees; coordinates coverage with other Registration Supervisors; posts work schedule at least five days before the beginning of the work period.
Completes registrations and escorts patients as required.
Coaches and counsels to develop skills and behaviors for improved performance and personnel development.
Ensures all hospital and departmental policies and procedures are followed.
Provides timely feedback to employees regarding work performance.
Administers corrective action with employees according to established hospital policies.
Participates in performance improvement activities; conducts time and flow studies to create effective work performance; works with Manager and ancillary customers to ensure process improvement and cost reduction.
Ensures all needed supplies are ordered and maintained in the department.
Provides orientation and training for new personnel.
Demonstrates, explains, and documents new techniques and procedures.
Assists in preparing training manuals, and ensures all employees attend in-services and departmental meetings.
Displays technical knowledge of clinical and financial computerized systems.
Cross-trained in all registration areas.
Works with Manager to resolve system issues; ensures proper use of hardware by staff.
Attends mandatory hospital and departmental in-services and seminars as noted by personnel documentation and keeps abreast of current issues affecting medical assistance eligibility, reimbursement, billing and collecting to enhance professional growth and development.
Attends in-service training modules and successfully demonstrates mastery.
Employees must successfully complete training modules to retain their position.
Attends professional organizations’ conferences, as appropriate.
Attends MassHealth Training forums quarterly and keeps abreast of current changes within MassHealth & Connectorcare, delivers changes to team members.
Reviews identified problems to determine an appropriate resolution.
If resolutions require system or workflow updates, coordinates with leadership to implement updates.
Completes annual evaluations on employees in a timely manner.
Monitors or exceeds other goals for position as jointly defined with the Manager, Senior Manager and Director of Patient Access Services; completes and supports all educational programs as directed by leadership.
(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).
JOB REQUIREMENTS
EDUCATION:
The person holding this position should have a minimum of an associate degree in Business, Health Care Administration, or Public Relations.
A bachelor’s degree in business, Health Care Administration, or Public Relations is the preferred level of education for the person holding this position.
Five (5) to eight (8) years of experience in a lead/supervisory/management role may substitute for education.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
MassHealth’s Certified Application Counselor and maintain certification renewal annually required.
EXPERIENCE:
5+ years hospital patient access experience preferred
Bilingual persons and persons with hospital and/or healthcare experience strongly preferred.
KNOWLEDGE AND SKILLS:
Work requires demonstrated organizational skills, the ability to multi-task, effective time management, understanding labor relations, and strong analytical skills
Work requires knowledge of consumer health/dental insurance options and plans, BMC revenue cycle from insurance identification to accounts receivable, and cash collection policies and procedures.
Work requires knowledge of rules and regulations pertaining to certification of application counselors, insurance claims submission, bad debt, uncompensated care eligibility and programs, and self-pay options.
Work requires the availability to be present during a variety of shifts, including evenings and weekends to perform supervisory functions and conduct training for all team members.
Work requires the ability to: plan and supervise the work of team members and initiate change to meet targeted goals, prepare oral and written reports for presentation to management and staff, audit app
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