Supervisor, Patient Access
West Virginia University Hospitals - Morgantown, WV

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Supervisor, Patient Access Summary: Supervises and coordinates activities and employees related to all patient access processing including: registration, scheduling, admission, verification, pre-certification, transfer, discharge and financial counseling of patients within West Virginia University Hospitals, Physician Office Center and Chestnut Ridge Hospital to ensure the financial viability of the clinical and business enterprise. Will ensure that all administrative and departmental policies and procedures are adhered to by staff. Provides adequate staffing in all areas of the department. Demonstrates the ability to assertively pursue necessary information and to function independently to secure resolution on staff and patient issues. Projects a mature problem-solving attitude while dealing with interpersonal conflict, dissatisfied patients and time demands. Maintains knowledge of revenue cycle operations, third party reimbursement, local/state/federal regulations and medical terminology. Knowledge will include at minimum, all aspect of payer relations, claims adjudication, contractual claims processing and general reimbursement procedures. Uses excellent customer service, telephone etiquette, written and oral communication skills. Provides coaching and counseling to staff based upon performance management principals. Provides professional, courteous service to patients, customers and families. Essential Duties and Responsibilities: include the following. Other duties may be assigned. 1. Supervises and coordinates activities related to registration, scheduling, admission, transfer and discharge of patients. 2. Coordinates and supervises access processing for verification, notification and pre-certification to minimize payment denials. 3. Coordinates financial resolution decisions prior to visit or admission with other departments as appropriate. 4. Provides daily supervision to staff to ensure prompt and courteous service to patients, visitors, physicians and co-workers. 5. Monitors daily operations to help ensure adherence to documented administrative and departmental policies and procedures 6. Coordinates registration, scheduling and admissions with other departments and/or outside referral sources/agencies/facilities to ensure continuity of care, timely communication and accurate patient processing 7. Interviews and screens potential employees using Targeted Selection and makes recommendations to department Manager or Director to aid in filling vacant positions 8. Ensures that training of new employees is completed 9. Identifies on-going continuing education needs of existing employees 10. Monitors performance of staff on a daily basis to ensure efficient high quality service 11. Completes 45 and 90 day performance evaluations for new employees 12. Completes evaluations for those employees who either meet or exceed performance standards 13. Participates with Manager in evaluation of employees who fall below expectations 14. Able to institute first step (verbal counseling) of WVUH Corrective Action Policy 15. Coordinates staffing schedule including leave time to ensure adequate departmental coverage 16. Participates in rotating 24/7 “on-call” schedule to ensure appropriate staffing and smooth departmental operations 17. Keeps staff informed of process, policy and other changes thorough presentations at regular staff meetings, face to face communication and e-mail correspondence 18. Maintains current knowledge of third party payor and managed care requirements 19. Assists staff in the coordination of financial services prior to visit or admission with other departments or customers as appropriate 20. Monitors collection and distribution of patient demographic and financial data based on comprehensive data elements to ensure accuracy and compliance with policies and procedures 21. Gathers statistics, completes reports and performs other duties as scheduled or requested 22. Communicates status of daily operations to Manager or Director 23. Participates in problem identification and resolution 24. Provides coaching and counseling to staff based upon performance management principals 25. Assists in development and upkeep of department policies and procedures 26. Assists staff with resolution of problems in a timely manner 27. Efficiently and assertively coordinates resolution of problems with other departments as monitored by Manager or Director 28. Organizes and executes daily tasks in appropriate priority to achieve optimal productivity, accountability and efficiency 29. Adjusts daily schedule as required to perform urgent assignments or special projects as assigned 30. Maintains functional knowledge of operational areas and is able to step into staffing as needed 31. Handles patient/family or staff complaints, investigates complaint and makes recommendations on appropriate resolution 32. Communicates problems hindering workflow to Manager or Director in a timely manner. 33. Monitors daily reports (i.e. pre-bill edit/650/incomplete MSP) to identify accounts that need resolution 34. Assists with annual budget process 35. Ability to accurately utilize applicable computer software and equipment for access processing 36. Maintains registration accuracy threshold of 95% as identified in audit processing 37. Demonstrates ability to coordinate and supervise established computer down time procedures. 38. Participates in educational programs to meet mandatory requirements and identified needs with regard to job and personal growth. General Duties and Responsibilities 1. Displays an understanding of third-party payor regulations related to managed care, denials and reimbursement issues 2. Has a working knowledge of current hospital contracts with third-party payors 3. Obtains demographic/billing/insurance information from patient/family/legal guardian and enters into the registration/billing systems for service and claim processing 4. Obtains and scan patients insurance/medical cards and driver’s license into the registration system 5. Able to informs patients of hospital and clinic billing practices/policies and their rights and responsibilities regarding payments 6. Collects deposits/co-payments/deductibles/patient liability payments when applicable, provides patient receipt and documents payment in the registration/billing systems 7. Balances daily receipts and cash drawer for patient payments, prepares and delivers deposit bag to cashier’s office as needed 8. Participates in performance improvement (i.e. follows established work systems, identifies deviations or deficiencies in standards/systems/processes and communicates problems to coordinator or manager) 9. Works with Manager and Director to develop and attain quarterly objectives 10. Maintains confidentiality according to policy when interacting with patients, physicians, families, co-workers and the public regarding demographic/clinical/financial information. 11. Is polite and respectful when communicating with staff, physicians, patients and families. Approaches interpersonal relations in a positive manner. 12. Complies with Notices of Privacy Practices, and the Patient’s Rights and Responsibilities. 13. All staff shall cooperate with the WVUH Corporate Compliance Program during their employment. 14. Demonstrate knowledge of procedure to report and/or document unsafe/hazardous conditions, incidents and defective equipment in compliance with hospital policy. 15. Complies with annual competency requirements related to Emergency Preparedness, hazards, blood borne pathogens, universal precautions, infection control, electrical/fire safety, material safety data sheets and any other topic deemed appropriate to assigned work areas. 16. Demonstrates flexibility to meet the needs of department or hospital in regard to changes in work volume, planned change, scheduling changes and emergency call-backs (i.e. weather or disaster) 17. Uses hospital communications systems (fax, beepers, telephones, duplicating equipments, scanners, pneumatic tube system and computers) in accordance with hospital standards 18. Explains consistently the hospital regulations. 19. Communicates effectively verbally and in writing and places high emphasis on customer service. Receives and relays pertinent information to other members of the healthcare team. 20. Demonstrates the knowledge and skills necessary to communicate to the infant, pediatric, adolescent, adult and/or geriatric patient per the established age-specific education/standard. 21. Maintains current knowledge of major payor payment provisions. Performance Standard: Adheres to the established Performance Expectations for WVUH Employees in the areas of People, Service, Performance Improvement, Shared Values & Culture. Supervisory Responsibilities: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping and feeling are necessary body movements utilized in performing duties throughout the work shift • Must be able to sit for extended periods of time • Must have reading and comprehension ability • Must be able to read and write legible in English • Visual acuity must be within normal range • Must be able to communicate effectively • Must be able to exert in excess of 50 pounds of force occasionally to move patients or objects • Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Office type environment • Patient care environment Other Skills and Abilities: None

Position Requirements
Education and Experience: • High school graduate or GED required • AA, BA or BS preferred • Two to three years experience in a healthcare setting preferred • Supervisory experience preferred Certificates, Licenses, Registrations: • None Other Qualifications: • Excellent oral and written communication skills • Working knowledge of computers • Basic knowledge of medical terminology preferred • Basic knowledge of third party payors preferred • Basic knowledge of business math preferred • Basic knowledge of time of service collection procedures preferred • Basic knowledge of ICD-9 and CPT coding preferred • Excellent customer service and telephone etiquette • Must demonstrate the ability to use tact and diplomacy in dealing with others

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