Johns Hopkins Hospital - Baltimore, MD

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The Supervisor- Outpatient Ambulatory Services primary functions are responsible for supervising, training, and motivating team members. Trains and coaches the Front Desk staff; monitors activity for quality and productivity; analyzes, develops and produces feedback and management reports; conducts quality audits; coordinates the development of and reviews and implements departmental protocols. Responsible for serving in the Supervisory role as a group/team mentor and resource liaison.

Duties include but not limited to supervising complex multi-payer insurance verification and benefits eligibility procedures for multiple specialty areas across the GYN/OB entities. The Supervisor must be highly proficient with insurance verification/benefits eligibility and when necessary, obtain and complete documentation for referral/authorizations, and assess patient financial liability.

COMPETENCIES: A. Education: A. A. degree required. Experience beyond the minimum work experience requirement may be substituted on a 2 years’ experience for 1 year of education basis. B. Knowledge: Primary functions generally requires five years of experience in a health care setting involving customer service to become knowledgeable in practices involved in outpatient ambulatory care settings and coordination of services related to insurance verification, patient information and transport. Comprehensive understanding of medical and insurance terminology. Technical competence and demonstrated proficiency with medical insurance plans, billing regulations and managed care plans, applicable to outpatient care. Working knowledge of daily reconciliation and bank deposit processes. Working knowledge of value based purchasing and meaningful use criteria. Working knowledge of Employee Engagement. Working knowledge of Medical Terminology insurance required.

C. Skills: Effectively maintains leadership in a group environment and promotes teamwork. Demonstrates strong grammar and spelling skills. Uses clear and concise language. Requires excellent verbal communications, telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. Ability to demonstrate and convey a favorable image of the organization and to conform to proper standards of professional dress, attitude, and demeanor. Requires proficiency in PC usage and keyboard. Ability to perform with accuracy and attention to detail. Excellent time management skills. Excellent customer service orientation. Ability to manage multiple work priorities. D. Required Licensure, Certification, Etc.: Successful completion of departmental training program and all related competency assessments. Certification in various computer systems as necessary. E. Work Experience A minimum 3 year of relevant work experience, one of which must be GYN/OB, in a medical office, hospital, medical call center or similar is required. F. Machines, Tools, Equipment: Requires proficiency on multi-line telephone, CRT, copier, calculator, fax machine, all computer systems including scheduling, registration, billing, and insurance eligibility systems.

A. Budget Responsibility: Effectively uses team resources within control. Informs immediate supervisor of supply needs. B. Authority/Decision Making Level: Organizes and prioritizes work to meet changing needs. Assist Manager in staffing the department areas with adequate coverage, participate in meetings and projects and makes decisions based on previous follow up discussions with Manager. The Supervisor will take the initiative on identifying problems and implementing solutions C. Supervisory Responsibility: Supervises Patient Service Coordinator employees which includes hiring, evaluations, time management, coordination of training, discipline, and terminations. On a continuous basis exercise judgment and assumes responsibility for decisions, consequences and results that have an impact on patients and the quality of service delivered by the department.

PROBLEM SOLVING: Ability to perform effectively despite sudden deadlines and changing priorities. Uses accurate judgment and is able to problem-solve situations utilizing a service excellence focus. Uses departmental policies, procedures and protocols to evaluate and determine the best alternative for the patient as it pertains to all aspects of registration, pre-registration and financial activities. Collaborates with other team leaders to ensure work is processed timely, accurately, and effectively. Seeks ways to improve current processes within the department and JHH. INFORMATION MANAGEMENT: Reads and understands requisitions, referral forms, insurance forms, and other forms. Assists in gathering data for weekly and monthly management reports to summarize the effectiveness of the Team and department. Identifies discrepancies in data and participates in action plans for correction as necessary. Will assist in reviewing registration data to identify inaccurate data as part of a monthly audit process.

WORKING CONDITIONS: Works in a normal office environment where there are limited physical discomforts due to temperature, noise, dust, and the like. Requires attention to detail, for meeting imposed deadlines on a daily basis and preparing statistical/financial reporting for Management review. Must be able to work in a fast-paced environment with stress due to changing priorities and deadlines.

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The Johns Hopkins University School of Nursing is a global leader in nursing research, education and scholarship and is ranked among the top...