Supervisor Patient Access -Emergency Center - West Tower (5p - 1a)

 
Position: Supervisor Patient Access -Emergency Center - West Tower (5p - 1a)

Job ID: 143738

Location: US-TX-Houston

Department: CONTACT CENTER - NURSE TRIAGE

Talent Area: Professional - Non-Clinical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 5p - 1a / Four days a week/including weekends

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 13,000 dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org.

Summary:

We are searching for a Supervisor of Admissions for the West Tower Emergency Center – someone who works well in a fast-paced setting. In this position, you’ll provide day-to-day direction and oversight to the assigned admissions team and serving as a resource for all admissions staff on highly complex issues and problem resolution. You will need to be a subject matter expert for the assigned Patient Access Representatives (PARs) and Patient Access Coordinators (PACs). Lastly, you will be expected to serve as a role model through providing high quality customer service in accordance with established organization and department regulations, policies and procedures.

 

 

Think you’ve got what it takes?



Responsibilities :

  • Conducts daily and weekly analysis of reports, which assess the department performance and identify corrective action plans where required (stats, quality, staff churn/turnover and attendance)
  • Supervises team members’ performance to ensure delivery on defined key performance indicators (KPIs) in line with organizational policies and procedures
  • Identifies training and development needs within the team and works with representatives from the Revenue Cycle Training Team (RCET) and Human Resources (HR) and Patient Access leadership team to ensure continuous growth and development in the PAR/PAC role
  • Prepares in advance for monthly one to one feedback meetings with direct reports. Following the prescribed review format and ensuring proper written documentation of all topics to be discussed during the meeting
  • Implement quality controls through routine auditing to ensure process adherence and delivery of quality service
  • Fully participates in Patient Access’ goal of delivering first class customer service.
  • Manages the implementation of change initiatives while maintaining service levels and the highest levels of employee morale and productivity
  • Monitors API system to ensure adherence to punctuality and attendance expectations in strict accordance with Hospital and departmental policies and procedures as measured by API reports and other performance and productivity metrics
  • Participates in interviewing and evaluating applicants and makes employment recommendations as requested by leader
  • Participates in the preparation and delivery of staff performance management plans (PMP)

***This position is an onsite supervisor of the West Tower emergency center.  Shifts will include both weekend days as well as a minimum of two days during the week working 10 hrs shifts***



Qualifications:

  • High School Diploma/GED
  • Two (2) years of experience in scheduling, registration, and/or pre-service verification (Associate’s or Bachelor’s Degree may be substituted for the experience requirement)
  • Knowledge of daily operations and expectations of a patient access environment including: front desk point of service duties, insurance verification/authorization, and pre-service estimate/collection (pre-service)
  • Basic knowledge of best practice standards for customer service and management of customer expectations
  • Understanding the importance of employee engagement in the front desk environment
  • Ability to predict outcomes based on existing processes and/or checks and balances
  • Must demonstrate strong PC skills
  • Ability to work under pressure and to meet targets
  • Ability to listen and record accurate information
  • Must demonstrate self-initiated work behaviors and good verbal and written communication skills
  • Must demonstrate a positive attitude and flexible approach
  • Bilingual speaker (English and Spanish) is preferred


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