Patient Access Supervisor - Jefferson New Jersey - Full Time

Provides day-to-day management 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.

Responsibilities

• Monitors the scheduling and registration process assessing and evaluating Seamless Access Representative’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 Access Representatives 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.

Knowledge, Skills, and Abilities:

• 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

Education and Experience:

• HS Diploma or equivalent preferred
• 3+ years of related experience required
• 2 years supervisor experience in a contact center preferred
• Associates degree preferred

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jefferson’s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jefferson’s mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold & Think Differently and Do the Right Thing

As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.