Job Description:

JOB SUMMARY

At Houston Methodist, the Supervisor Patient Access Services position is responsible for providing 24-hour operational support of the department. This position serves as the primary source of contact regarding admitting and business services responsibilities such as registration, insurance verification, scheduling etc. The Supervisor Patient Access Services evaluates direct reports and provides recommendations for merit increases during the annual evaluation process. This position proactively seeks appropriate action and/or resolution to all issues and concerns affecting the area of responsibility and assists the manager/director in identifying opportunities for operational and financial efficiencies.

The supervisor position responsibilities include overseeing the daily work activities of the work unit/department staff, ensuring quality, productivity, functional excellence and efficiency. This position trains and supervises staff while maintaining adequate staffing levels and budget compliance. The supervisor position contributes to staffing decisions such as hiring, coaching and counseling employees on work related performance. This position assists in the development and implementation of policies and procedures to ensure a safe and effective work environment. Other duties for the supervisor position include participating in performance improvement activities, as well as providing support for department management to achieve operational goals. This position may also perform staff duties and responsibilities as needed.

Requirements:

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 20%

1. Participates in management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department. Provides development and mentoring of staff. Ensures that all department staff are properly trained and comply with all policies and procedures. Assists with meeting or exceeding threshold goal for department turnover. (EF)


2. Consults with department leadership on coaching/corrective counseling and staff performance to achieve desired outcomes. Conducts new hire feedback sessions and provides recognition/commendations, as appropriate. (EF)


3. Creates and maintains an environment of collaboration by role modeling teamwork within the department. Effectively interacts within and between departments ensuring seamless flow of information/communication. Role models clear and professional communication to facilitate problem resolution to achieve mutual understanding. Teaches others to critically think by verbally expressing rationale for decisions and follows up consistently. (EF)


4. Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators. (EF)

SERVICE - 25%

1. Oversees daily department operations, schedule and activities. Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction. (EF)


2. Organizes the workflow, proactively problem solves, anticipates needs, and manages multiple ongoing priorities. Provides reports to management of needs, issues to be addressed, and all important information necessary to ensure department success. Serves and actively participates on various committees as directed. (EF)


3. Communicates with patients, family members, physicians, other hospital departments and/or any other outside parties to solve existing and/or potential problems related to patient access services processes. (EF)

QUALITY/SAFETY - 20%

1. Ensures a safe and effective working environment; assists in monitoring and/or revising the department safety plan and/or any specific accreditation/regulatory agency required safety guidelines. (EF)


2. Uses and optimizes information systems to enhance operations; participates in performance improvement and data management/analysis functions as directed. (EF)


3. Employs a proactive approach in the optimization of positive outcomes by monitoring and improving the department workflow, supporting peer-to-peer accountability, and identifying solutions via collaboration. Role models situational awareness, using teachable moments to improve safety. Participates in investigations as a result of the root cause analysis process as assigned by manager. (EF)


4. Monitors self and ensures employee compliance with policies, procedures, and System HR Standards of Practice and performs associated actions upon non-compliance (i.e., focal point review requirements, disaster plan, inservices, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.). (EF)


5. Takes appropriate action/initiative to ensure that identified departmental goals and targets are met. (EF)


6. Reconciles and audits patient data/registrations to ensure timely and accurate collection and recording of information. (EF)

FINANCE - 25%

1. Assists in the management of essential and non-essential department expenditures to achieve financial target through optimization of productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications. (EF)


2. Manages staffing needs including scheduling, time off requests and time keeping. (EF)


3. Contributes to the collection of data to support key metrics for Patient Access Services functions and generates relevant reports. Assists in the implementation of action plans that optimize revenue cycle operations. (EF)

GROWTH/INNOVATION - 10%

1. Implements change, demonstrating the ability to motivate employees and follow through to ensure change in behavior has actually occurred. Supports Houston Methodist and department goals and vision. Identifies industry trends and implements innovative solutions for practice or workflow changes to improve department operations. (EF)


2. Develops skills of team members and continually assists with improving competencies, performance and outcomes. Fosters a positive and constructive teaching environment by engaging staff/team members in learning opportunities that are valuable and in alignment with business objectives. Conducts conversations with staff on their development and My Development Plan (MDP). (EF)


3. Seeks opportunities to identify self developmental needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates MDP on an on-going basis. (EF)

This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

Qualifications:

EDUCATION REQUIREMENTS

o High School diploma or equivalent education (examples include: GED, verification of accredited homeschool equivalency, enrollment or completion of post-secondary education, etc.)

o Associate's degree preferred

EXPERIENCE REQUIREMENTS

o Four years of patient access services or related experience, of which one year must have been in a lead/coordinator role in healthcare; may consider HM employee with four years of patient access services or related experience with HM performance that demonstrates leadership responsibility

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED

o None

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

o Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

o Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message

o Demonstrates the ability to interact with others in a way that gives them confidence in one's intentions and those of the organization

o Demonstrates leadership qualities and critical thinking through self-direction initiative, effective interpersonal skills, and oral/written communication skills

o Ability to identify and understand issues, problems and opportunities; and recommend solutions

o Ability to work effectively in a fast paced environment

o Demonstrates flexibility and adaptability in the workplace

o Computer skills to include proficiency in MS Office and EMR software

o Functional knowledge of revenue cycle and managed care

SUPPLEMENTAL REQUIREMENTS

Work Attire Yes/No

Uniform No

Scrubs No

Business professional Yes

Other (dept approved) Yes

On-Call* Yes, on a regular basis

*Note that employees may be required to be on-call during emergencies (i.e. Disaster, Severe Weather Event, etc.) regardless of selection above.

Travel**

May require travel within Yes

Houston Metropolitan area

May require travel outside Yes

of Houston Metropolitan area

**Travel specifications may vary by department.

Please note any other special considerations to this job: _________________________

Company Profile:

Houston Methodist is comprised of a nationally recognized academic medical center and seven community hospitals with a history of health care innovation. We have consistently been recognized by several national organizations as one of the nation's best places to work.

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