Position Summary:Responsible for the daily supervision of the Emergency Department (ED), Hospital Outpatient Registration, Switchboard, Guest Relations, Primary Care Registration and Specialty Care Registration staff and functions. Assists management with changing registration processes to improve patient intake and access so that customer service is enhanced. Prepares staff schedule based on budget parameters and ensures adequate coverage for shifts. Establishes registration error standards and audits registration data. Provides continuous feedback to staff to reduce error and enhance workflow processes. Participates and coordinates staff training needs, including new employee job training. Will supply coverage on an as needed basis. Assists in denials reduction and revenue protection efforts through Revenue Cycle initiatives.
Qualifications:EDUCATIONAL REQUIREMENTS Associates Related Field CERTIFICATION & LICENSURE REQUIREMENTS Certified Healthcare Access Associate within two (2) years of hire. Completion of Carle leadership Academy EXPERIENCE REQUIREMENTS Two (2) years Healthcare/Medical. Electronic medical record experience preferred. Patient access knowledge and experience. Supervisory experience is preferred. ADDITIONAL REQUIREMENTS
- Completion of Carle leadership Academy
SKILLS AND KNOWLEDGE Excellent computer skills; able to establish professional relationships with various health care workers; able to work independently; ability to educate others on registration functions and insurance information.
Essential Functions:
- Provides daily supervision of all Richland Patient Access staff to ensure daily operations are effective and resolves work related issues or assists employees in solving work related issues.
- Recommends and initiates various personnel actions including but not limited to hiring, performance appraisals, disciplinary actions, and promotions; make work assignments and review and edit work of direct reports. Ensures staff members are adequately trained and are competent to perform all required job tasks.
- Develops and maintains the Richland Patient Access staff schedule according to department standards. Works with Scheduling Committee to ensure schedule completeness and accuracy. Posts schedule two (2) weeks in advance for staff notification and preparation. Reviews the schedule on a daily basis and works to fill open shifts/call-ins.
- Assists with maintaining budget parameters while meeting department needs. Provides input to management regarding budget needs.
- Resolves customer concerns, questions and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor.
- Establishes daily work and desk assignments to ensure adequate staffing coverage and good customer service.
- Establishes standards for reducing registration errors. Reviews with staff on a regular basis registration error and initiates necessary training to increase patient satisfaction, reduce errors, and increase company profitability.
- Timekeeper in Kronos for all staff and stay within SVR targets; assist with the processing of payroll for his/her direct reports by maintaining employee edit requests, PL requests, etc. Submits payroll information according to organizational processes/standards.
- Ensure Work Patient, Account, Claim Edit, and Router Workques are being worked in timely manner. Including - assigning staff to work when needed.
- Reviews productivity of Referral, Patient, and Appt Request WQs along with in-basket completion to ensure staff are completing work in a timely manner.
- Assists the Patient Access Manager with duties but not limited to denial review, policy review, budget review, and process improvement.
- Participate in weekend/holiday rotation of Patient Access Leader On-Call Rotation.
- Assumes the role and duties of the Patient Access Manager when the manager is out of office.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: ...@carle.com.
Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.