Patient Access Services Supervisor
Wellstar Health Systems

Facility: Wellstar Family Medicine - Atlanta (3890 Redwine)
Job Summary: The Patient Access Services (PAS) Supervisor position reports directly to the Manager or Director of Patient Access Services. Key responsibilities of the role include leading the daily operations of their assigned areas, including ensuring appropriate staffing, assisting with problem solving and customer service issues, and ensuring policies and procedures are being followed. Assists the PAS Manager and/or Director with other duties as required to help ensure the efficiency of the department. The position assists the PAS Manager and/or Director with monitoring, maintaining, and evaluating key performance indicators (including quality, collections, productivity, and patient satisfaction), and developing and implementing action plans for optimum performance. The Supervisor must be flexible with work hours to meet department and management needs, including 24/7 coverage as appropriate, and work well with other team members to ensure all areas are staffed appropriate to volumes. The PAS Supervisor will often serve in a front-line position, covering open shifts as appropriate. As a member of the PAS Leadership team, demonstrates professionalism, effective communication skills and active listening skills. Impact of this role in the organization: The PAS Supervisor Builds a culture of trust and engagement as reflected in the Great Place to Work Trust Index Survey at a direct report, workgroup, and hospital/entity level. Holds team accountable for behaviors that create trust and engagement and performs all duties and responsibilities of this position in a manner that reflects the values of WellStar. Maintains and strengthens relationships with physicians and assures their involvement in developing systems to assure the growth of the service and the cost-effective delivery of quality patient care in a manner that fosters patient and employee satisfaction Core Responsibilities and Essential Functions: Leadership, Planning, and Budget/Financial * Responsible for direct supervision of employees, including participating in interviewing, hiring, counseling, terminations, evaluations, and reward and recognition. * Assesses needs and arranges for adequate levels of personnel to achieve the most effective and efficient use of staff. Ensure that all shifts are covered adequately to meet patient needs, including approving PTO, handling UABS, LOA, and EIB. * Monitors time and attendance, including approving PTO, handling UABS, LOA and EIB, and addressing issues timely as appropriate. * Facilitates a positive work environment and assists with the development and motivation of employees. * Attends departmental, system-wide and/or interdepartmental meetings as needed. * Leads by example, assisting in projects, working as a positive team member, and rounding and mentoring of staff for optimal performance. * Works to meet WellStar goals related to Employee Engagement and Employee Turnover. * Exercises cost effectiveness to reduce budgeted expenses. * Understands and ensures adherence to financial policies and programs. * Monitors, audits and controls handling of cash funds. * Monitors and encourages point of service collection policies. * Works with management to meet all financial related goals. * Collaborates effectively with department Managers to maximize cash flow and minimize wait times. * Participates and represents the department and hospital committees and special projects and assumes accountability as appropriate. * Participates in meeting the goals and objectives of the PAS department. * Collaborates with PAS Revenue Cycle leadership to develop and implement goals, objectives and Action Plans for the department. * Responsible for the ongoing management of daily operational functions of the department. Quality/ Safety * Implementation and training of new programs/updates to employees. * Responsible for quality and performance monitoring and reporting. Compiles and distributes data from management reports in a timely and accurate manner. Works with manager to analyze data to make changes as appropriate. * Takes initiative to appropriately investigate and resolve department issues as they arise. * Understands and enforces policies and procedures for assigned areas. * Assists with investigating account issues, such as denials, tracking and trending problems, and implementing changes and education as appropriate. * Assists with meeting all quality goals (i.e. patient throughput). * Monitors and resolves accounts, DNB/Denials, claim, patient, and other related Work-queues that impact the Revenue Cycle. * Coordinates monthly Denial resolution for respective facility. * Ensures quality and drives resolution of initiatives which impact the overall health of the Revenue Cycle. * Completing routine form audits. Collaboration, Customer Service, and Partnership * Works collaboratively and as a team member with hospital leadership. Partners with Human Resources to achieve desired organizational culture, staffing and workforce metrics. * Fosters positive working relationships between staff and physicians across the Health System. * Fosters a culture that focuses on patient satisfaction, safety, customer service, staff participation, collaboration, motivation, and effective communication. * Monitors patient throughput and adjusts staffing and processes as appropriate to ensure the most efficient patient throughput. * Participates in customer service teams. * Resolves patient, physician, interdepartmental and other customer issues in a timely and appropriate manner. * Demonstrates ability to tactfully handle difficult situations through an approach that reflects consistency. * Monitors facility and area customer service scores and works with management team on action plan. * Maintains positive relationships with other department personnel. General * Maintains orderly and clean work environment, commensurate with the public expectations of a healthcare organization. * Assures PAS team is enforcing WellStar/department dress code. * Assures PAS has appropriate equipment and supplies to perform job duties. * Available to facilitate staff needs 24/7, or as scheduled, either directly or through collaboration with other leaders when not on the schedule. * Maintains required certifications by obtaining necessary CEUs and submitting timely to certifying board. * Completes monthly, quarterly, and annual mandatory training as required. * Performs other duties as assigned. Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct. Required Minimum Education: High school diploma in addition to 2 years post-secondary education Required or GED in addition to 2 years post-secondary education Required or Bachelor's Degree Preferred Required Minimum License(s) and Certification(s): All certifications are required upon hire unless otherwise stated.

• Cert Healthcare Access Assoc or Certified Patient Account Rep or Certified Revenue Cycle Rep

Additional License(s) and Certification(s): Patient Access Services (PAS) Operations Onboarding Training, and Patient Access Services Supervisor Training, each followed by a minimum passing score of on final exam within 45 days of hire Upon Hire Required and Staff who do not pass will no longer meet the minimum requirement and will subsequently have the option to meet with the Talent Acquisition Specialist to assess other positions available within the health system. Upon Hire Required and PAS employees who successfully complete the PAS onboarding exam will have the option to progress through enrollment to the WHS Enterprise Membership - HFMA Certification program, subject to PAS leadership approval Upon Hire Required Required Minimum Experience: Minimum 2 years in healthcare Revenue Cycle Required and Bachelors degree or higher may substitute for experience Required and Epic experience Preferred Required Minimum Skills: Computer/data entry experience. Ability to communicate with various members of the healthcare team. Effective communication skills (both written and verbal), attention to detail, self-directed and a positive attitude are essential. Effective problem solving and critical thinking skills. Working knowledge of patient registration systems and intermediate Microsoft Office Suite are preferred. High attention to detail, self-directed and a positive attitude are essential. Effective problem solving and critical thinking skills. Typing or data entry competency of at least 40 words/minute. Cash handling and balancing. Demonstrated professionalism, effective communication skills and active listening skills

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