JOB SUMMARY The Supervisor of Access Services is responsible for ensuring the efficient operations and customer service quality for the Access Services unit within the department. This position serves as a resource to access and non-access staff with regard to revenue cycle operations.
ESSENTIAL FUNCTIONS OF THE ROLE Supervises the daily activities of an assigned Access Services unit: prepares and directs schedules to ensure appropriate staffing according to patient volume 24-7, monitors attendance of team members, and schedules breaks and shifts, as necessary. Responsible and accountable for overseeing daily operations and work-flows as well as customer and department satisfaction. Ensures timely follow up and escalation recovery is performed. Monitors all outbound and inbound activities of the team according to performance standard goals. Improves quality results by evaluating processes and recommending changes. Coordinates and enforcing system policies, procedures and productivity standards. Performs routine call quality reviews on recorded or live calls according to established procedures. Performs account research to assist with system level initiatives or requests (e.g., customer complaints, incorrect estimates, administrative write-offs.) Immediately reports any performance, productivity and behavioral related issues regarding staff to management for review. Monitors financial performance of the department by ensuring financial conversations and attempts to collect are made and assists Access Services Director and Manager with flexing staff to volumes. Motivates and mentors team members to maintain a positive and productive work environment, and creates and implements goals, action plans, and incentives to drive desired production results. Performs call monitoring, coaching, training, and feedback and disciplining. Coaches, counsels and motivates employees. Serves as a role model for staff in maintaining effective communication with internal and external customers, including employees, patients, guests, insurance companies, employers, doctors and hospital personnel. Acts as an information source to ensure resolution of customer inquiries and complaints. Handles escalations on an as needed basis. Administers and handles escalation requests for system and Revenue Cycle policies (e.g., Cash Handling, Financial Assistance, Point of Service, Out of Netowrk, Limited Plan, Outpatient Valid Orders). Participates in the hiring process, and administers performance management, recognition and disciplinary actions. Assists with interviewing applicants, hiring, disciplinary actions and performance reviews.
KEY SUCCESS FACTORS Requires knowledge of general insurance terminology to include, but not limited to, governmental and commercial payers. Requires basic knowledge of medical and coding terminology. Proficient typing and keyboarding skills. Basic computer skills and Microsoft Office. Demonstrated ability to work independently. Strong written and verbal communication skills. Works Independently and self-starter. Proven ability to problem-solve, perform critical thinking. Requires excellent listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette. Ability to maintain a professional demeanor in a highly stressful and emotional environment, to include crime, behavioral health and/or suffering patients in addition to life ordeath situations. Must be able to exhibit a high level of empathy with the ability to effectively communicate with patients and family members during traumatic events, while demonstrating exceptional customer service skills. Ability to maintain patient confidentiality in accordance with HIPPA guidelines.
BENEFITS Our competitive benefits package includes the following Immediate eligibility for health and welfare benefits 401(k) savings plan with dollar-for-dollar match up to 5% Tuition Reimbursement PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
EDUCATION - Associate's or 2 years of work experience above the minimum qualification EXPERIENCE - 2 Years of Experience
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!