Job Overview:
Under the guidance of the general manager or manager, the supervisor of patient access is responsible for managing the access workflow of the staff at their specific sites. This may include all access processes at multiple locations related to scheduling, insurance verification, call center activities, registration and/or 24/7/365 departments such as admitting, ED and L&D registration. This responsibility includes the supervision and support of staff, information systems, space and processes of the department in accordance with established corporate strategies and goals of the department. Oversees the training, implementation of new processes and development of staff for best practices.
Job Requirements:
Associate's Degree in Healthcare; Business or other Equivalent experience accepted in lieu of degree
PC Skiills in WORD/EXCEL
Knowledge of hospital operations and revenue cycle application
Excels in customer service and team development
Able to work in a matrixed environment and reporting structure
2-3 years experience Supervisor/Lead Management
1-2 years experience Healthcare
Job Responsibilities:
Problem solving: Provides timely responses and feedback to internal and external customers for problem resolution. Works with other departments to develop solutions to workflow issues or changes.
Customer service: Actively works with staff to exceed our customer's expectations for front end processes.
Project management: Demonstrates effective organizational skills when implementing new processes.
Training and development: Ensures new staff are competent in the access process. Identifies opportunities for improvement in staff while developing skills and coaching for improved performance.
Other Job-Related Information:
Working Conditions:
Climbing - Rarely
Concentrating - Consistently
Continous Learning - Consistently
Hearing: Conversation - Consistently
Hearing: Other Sounds - Consistently
Interpersonal Communication - Consistently
Kneeling - Occasionally
Lifting
Lifting 11-50 Lbs - Rarely
Pulling - Frequently
Pushing - Frequently
Reaching - Consistently
Reading - Consistently
Sitting - Consistently
Standing - Consistently
Stooping - Occasionally
Talking - Consistently
Thinking/Reasoning - Consistently
Use of Hands - Consistently
Color Vision - Consistently
Visual Acuity: Far - Consistently
Visual Acuity: Near - Consistently
Walking - Frequently
Leadership Performance Standards
TriHealth leaders create a culture of engagement, safety & reliability and high performance by consistently modeling and utilizing the following TriHealth Way leadership competencies, tactics and ALWAYS Behaviors to drive strategic pillar results:
Achievement of Annual Pillar Goals:
1) Safety/Quality, 2) Service, 3) Growth, 4) Culture/People, 5) Finance
Leadership Competencies:
TriHealth Way of Leading
TriHealth Way of Serving
Transformation Change
Drive for Results
Build Organizational Talent
Leadership Tactics:
Conduct department huddles. Generally, clinical departments hold daily huddles, non-clinical hold weekly huddles.
Regularly Round on Team Members, using questions from the rounding log.
* 25 or fewer team members = monthly
* 26-50 team members = every other month
* 51+ (and optional team members) = quarterly
Lead monthly team meetings using meeting agenda template; review stoplight report; cascade key leadership messages.
Model, coach and validate team members' use of TriHealth Way behaviors (AIDET + Promise, Always Behaviors and Always HEARD).
Recognize team members for safety wins, positive performance and demonstrating SERVE and ALWAYS behaviors, TriHealth Way of Leading, Serving and Delivering Care.
