Patient Access Supervisor - Outpatient, Abington

Job Details

Monday - Friday 7:30a-4p

This position requires occasional flexibility in scheduling. The Supervisor may be required to modify work hours and/or work outside of the regular schedule to ensure adequate departmental coverage and to meet operational needs.

Job Description

Summary
Provides day-to-day mangement support. Assigns, directs, organizes, and reviews work assignments of and supervises the daily activities of staff, coordinating patient flow functions. Prioritizes responsibilities to complete daily work requirements, resolves departmental and patient problems as needed and collects data for monthly statistical reports.

Job Duties

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson
• Monitors the scheduling and registration process assessing and evaluating Seamless AccessRepresentative’s verbal and written communication skills (including good voice quality, good diction and articulation), customer service, accuracy, call-waiting time, dropped calls and response time to increase revenue, reduce costs and improve service quality
• First line of patient complaint escalation. Consistently looking for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.
• Assist in hiring and training employees, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physician and payers.
• Monitor queue and track inbound and outbound calls. Apprise Seamless AccessRepresentatives of calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.
• Uphold scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations. Assist in the formulation of targets for representatives.

Minimum Qualifications

• 3 years of related experience
• Bilingual skills; must be able to pass a language proficiency assessment within 30 days of hire.
• Complete knowledge and understanding of the scheduling and registration of physician practices and service lines across the Jefferson Health System in accordance with established clinical and insurance requirements to improve access and care coordination
• Knowledge and understanding of the Health Insurance Portability and Accountability Act.
• Knowledge of principles and practices associated with the rights and responsibilities of patients and caregivers.
• Knowledge of processes and procedures for documenting patient information from in-take to archiving.
• Knowledge of medical records systems applications.
• Knowledge of and ability to use office electronic calendaring software and capabilities.
• Knowledge of and ability to use personal computers or workstations.
• Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department, ability to properly support customer inquiries and bring problems to a timely resolution.
• Knowledge of and ability to utilize software, technologies and applications to interact with customers via a telephone, web or other electronic means.
• Knowledge of and experience with implementing new or revised organizational structures, business processes and operational infrastructure required for enabling effective call center operation.
• Knowledge of the marketplace and new developments in customer support, ability to predict trends related to the Customer Call Center or Support function.

Preferred Qualifications

• Associate’s Degree
• 2 years supervisor experience in a contact center
• Previous experience in or familiarity with Jefferson Health
• Knowledge of terminology used by insurance and managed care health plans
• Medical terminology knowledge
• Knowledge of functions and relationships within a hospital environment

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Abington Memorial Hospital

Primary Location Address

2500 Maryland Road, Willow Grove, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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