PATIENT ACCESS CENTER SUPERVISOR

Description

The Patient Access Supervisor supports patient access specialists as they field calls from HealthNet patients, clients, healthcare providers, vendors and other stakeholders. 

• The Patient Access Supervisor is a customer focused, team member supporting leader. 
• The Patient Access Supervisor supports patient access specialists as they field calls from HealthNet patients, clients, healthcare providers, vendors and other stakeholders. 
• The Patient Access Supervisor hires team members, assists in the training process resulting in ensuring that each patient access specialist is well prepared for fielding incoming calls. 
• Prepares patient access specialists to respond to patient questions and complaints and troubleshoot problems with services or products.
• The supervisor continues to support agents after training by monitoring progress, ensuring understanding of expectations and that expectations are met and/or exceeded, answering questions, and providing ongoing coaching opportunities and inspiration toward excellence. 
• Answers agent questions regarding best practices or difficult calls.
• Ensures agents understand and comply with all call center objectives, performance standards, and policies.
• Monitors and evaluates agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• The Patient Access Supervisor is analytical, supportive, and prepared to act a resource to agents.
• The Patient Access Supervisor focuses on assisting the team in building necessary skills and knowledge, so they can better serve and support customers. The supervisor is attentive, supportive and communicative. 
• Actively participates in process improvement. Identifies operational issues and recommends operational policy and/or procedure review and changes when appropriate. Accurately documents issues for management follow up when appropriate. 
• Works with other supervisors and management team members to support agents and maximize customer satisfaction.
• Prepares reports and analyzes data to assist management as they determine patient access center goals.
• Apply a minimum of one health literacy method when communicating with patients/clients.

• Greets and ascertains customer’s needs via telephone. 
• Responds in an accurate, timely and complete manner to questions or directional needs. Accurately completes registrations and pre-registrations for patients by entering demographic, financial, employment, referring Provider and Emergency contact information into computer system.
• May request medical records and radiology exams prior to patient appointments. Obtains consent according to specified requirements.
• Provides resource materials required by The Joint Commission, Corporate Compliance and Individual Departments. 
• Gives attention to the care and comfort of patients and their families.
• Answers and triages incoming telephone calls and accommodates requests timely according to department processes. Answers questions and provides information to caller within area of responsibility.  
• May schedule additional ancillary appointment such as financial interviews prior to patient appointments, making every effort to accommodate patient, Provider, and ancillary team with coordination of appointment times. 
• Reschedules patient appointments according to departmental schedules and guidelines.

HealthNet is a nonprofit 501 (c) (3) organization of community-based health centers located in Indianapolis and Bloomington, IN Since 1968, HealthNet has improved the health status of the neighborhoods it serves by making quality health services accessible to everyone. HealthNet annually provides affordable health care to more than 61,000 individuals through its network of 9 primary care health centers 5 dental clinics, 9 school-based clinics, a mobile health unit, and additional support services. HealthNet’s mission is to improve lives with compassionate health care and support services, regardless of ability to pay. 

Requirements

• Currently not sponsoring work visa.
• High School Diploma or equivalent, but more education, especially in management, is preferred.
• Call center, customer service, or supervisory experience may be required.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of HealthNet policies and procedures.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. 
• Requires ability to accurately collect patient information.
• Requires ability to meet standard if completing lab training or competencies. 
• Requires knowledge of insurance plans and third-party payors.
• Requires data entry and basic math skills.
• Requires ability to perform multiple tasks simultaneously.
• Requires familiarity and operating knowledge of designated equipment and supplies.
• Requires the ability to work effectively with culturally diverse; low- income populations.
• Requires ability to provide patient education on eligibility requirements including the sliding fee scale program and documentation needed to qualify for discounts and/or services.
• Requires excellent customer service skills.
• Requires the ability to work on teams.
• May require travel. 

• Able to be involved in degrees of prolonged standing, walking, sitting, bending, squatting, and stooping; as well as abilities of repeated bending, stooping, and squatting.
• Able to lift, push, and/or pull equipment, light to moderately heavy weight up to 20-30 pounds is a necessary function of this position.
• Able to perform duties during periods of varied and/or prolonged work hours.
• Will be exposed to all patient elements.
• Must be able to read, write, hear, and communicate effectively in the English language by both orally and written.