Patient Access Supervisor

Job Details
Job Location
Los Angeles, CA
Education Level
Associate Degree
Salary Range
$53,301.00 - $79,930.00 Salary
Travel Percentage
Local Travel Site to Site
Description
SUMMARY:
The Patient Access Supervisor provides leadership and direction in the operations of QueensCare Health Centers (QHC). The Patient Access Supervisors responsibilities include: providing direct supervision of Patient Access Specialists (PAS); assisting in planning, developing, and directing the ongoing support, enhancement and interfacing of activities in the Patient Access Center (PAC) by continually monitoring Patient Access/scheduling systems via electronic health records and phone systems. The Patient Access Supervisor maintains a significant level of expertise and proficiency in Patient Access, schedule, and patient registration principles, health plan, and HEDIS regulations, and requirements. The Patient Access Supervisor is responsible for monitoring the productivity of PASs and generates reports as needed; reviews PBX data to monitor the customer experience and subordinate statistics; monitors individual, team, and PAC results to identify and act on both positive and negative performance trends to ensure minimum performance requirements for agents are met; provides communication and follow up to ensure representatives are fully informed of all new information related to procedures, customer needs, and QHC related issues, changes or actions.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Supports and implements the organizations vision, mission, and values.
2. Determines priorities and methods of completing daily workload to ensure that all responsibilities are carried out in a timely manner.
3. Performs all job functions in a professional and courteous manner. This includes answering all phone calls and emails timely and providing excellent customer service to internal and external customers.
4. Performs job duties independently and exercises good judgment.
5. Supervises PAS personnel which includes screening, interviewing, hiring, disciplining, and terminating. Guides, directs, disciplines, coaches, and motivates staff regarding work performance, problem-solving, and decision-making to ensure staff meets work standards. Conducts all aspects of supervision in a professional, consistent, and objective manner.
6. Fosters and promotes a culture of service excellence and accountability.
7. Must possess a significant level of expertise and proficiency in Patient Access, scheduling and patient registration principles, health plan and HEDIS regulations, and requirements.
8. Monitors daily health center provider slot utilization/operations to ensure productivity and compliance with organization procedures.
9. Oversees the preparations of reports and ensures all documents are complete, current, and stored appropriately. Provides reports to leadership in a timely manner.
10. Participates in audits including, but not limited to, state, internal compliance, NCQA, and HEDIS as applicable. Develops documents and maintains workflows for the EHR/related systems.
11. Participates in and assists with the implementation of best practice guidelines and processes. Utilizes data, performance measures, PCMH, and access standards as well as clinical operational workflows to ensure National Committee Quality Assurance (NCQA) PCMH certification is maintained.
12. Utilizes practice analytics to ensure health center is achieving managed care contract requirements through knowledge of managed care practices/principles and payer reimbursement methodologies.
13. Employs effective verbal, nonverbal, and written communication, which meets professional standards.
14. Conducts staff meetings to provide updates on current events, administrative policies, and health center related topics. Establishes and maintains good rapport and appropriate intra-departmental relationships with all staff.
15. Establishes and maintains good rapport and appropriate intradepartmental relationships with providers and staff to create an amiable atmosphere in the work environment. Provides leadership by utilizing good communication skills and encouraging open communication.
16. Uses discretion and judgment in handling sensitive or confidential information. Answers all employee and client inquiries in a timely and courteous manner. Listens and responds to employee disputes. Understands which decisions can be made alone and which need to involve others.
17. Complies with organizational policies and procedures.
18. Performs all other duties as assigned.

Qualifications
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION/EXPERIENCE:

1. High school degree or GED equivalency, required.
2. Project management experience, preferred.
3. Bachelors degree from a 4-year college (preferred).
4. Minimum of three years experience in administration of health-related programs, preferred.
5. Working knowledge of managed care requirements/standards and health plan reimbursement methodologies, preferred.
6. Working knowledge of medical terminology and ICD9/ICD10 coding, preferred

LANGUAGE SKILLS:
Ability to read and interpret documents, such as policies and procedures, benefits information, benefit surveys, board minutes, routine mail, simple contracts and instruction manuals. Ability to compose routine reports and correspondence. Ability to speak effectively with employees, visitors and management.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to exercise common sense in carrying out instructions furnished in written, oral, or diagram form and in other daily situations that arise. Ability to deal with problems involving several concrete variables in standardized situations. Ability to make decision and execute timely in order to produce a positive outcome.
OTHER SKILLS AND ABILITIES:

1. Leadership skills to provide direction and inspire others.
2. Ability to work independently and exercise sound judgement.
3. Ability to manage time efficiently and follow through on duties to completion.
4. Organized and able to handle multiple tasks and prioritize work with minimum supervision.
5. Proficient with various computer applications such as MS Word and Excel required.
6. Must be proficient in electronic medical records.
7. Effective and diplomatic in communications with patients, clients, staff and contractors.
8. Created in assigned work and initiates improvements in workflows.
9. Understands and complies with policies, procedures, laws and regulations
10. Bilingual (Spanish, Armenian, Korean), preferred.
11. Demonstrates ability and flexibility to work in other areas of the organization as needed.
12. Adheres to company policies and procedures in the performance of work duties.
13. Demonstrates required knowledge, skills, and education for job functions.
14. Demonstrates a broad knowledge of and competency in management and supervisory functions.
15. Demonstrates knowledge of current compliance standards for federal, state and local regulatory agencies.
16. Must have understanding and proficiency in Patient Access, scheduling and patient registration principles, health plan and HEDIS regulations, and requirements.
17. Maintains and promotes a safe work environment.
18. Demonstrates good communication skills, both oral and written.
19. Demonstrates proficiency in computer applications such as Microsoft Excel, Power Point and Word.
20. Displays positive outlook on the job and promotes professional behavior at all times.
21. Demonstrates ability to analyze statistical and technical data.
22. Demonstrates ability to multi-task and utilize available resources.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance, stoop, kneel, crouch or sit.
The employee must frequently lift and/or move up to 10 pounds and occasionally life and/or move up to 30 pounds. The employee is occasionally required to ascend and descend one flight of stairs. Specific vision abilities required by the job include close vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is often low. However, there are many times when there is a high ambient background noise of phones and multiple conversations. Must be able to screen out the background noise to concentrate on the work at hand.