At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Position Summary: The Supervisor of Patient Access assists in providing support for the patient facing registration area under the responsibility of Patient Access. The Supervisor assists the Managers and Directors to ensure each new employee responsible for completing scheduling or registration functions has documented completion of all systems training prior to beginning duties requiring system access. The Supervisor is responsible to keep current with any changes impacting Access operations and to communicate them timely to all staff and leaders. This position will be expected to work collaboratively with other Access and Revenue Cycle leaders to ensure appropriate KPI development, monitoring, reporting and utilization for optimum performance levels. This position contributes to the financial strength, compliance and overall performance of Revenue Cycle operations by providing support for all staff working in registration. The Supervisor is responsible to collaboratively work with the Financial Clearance Supervisor to ensure collections are completed as expected at the time of service. The Supervisor of Patient Access serves in a key role to monitor and facilitate improvement in the overall quality, timeliness, completeness, and accuracy of the Registration processes (such as demographic information, accuracy of insurance, pre-registration, collections). Supervisor of Patient Access is responsible to actively participate in technology advances as they impact operations. Position ensures policies and procedures are upheld.

The position will provide overall support, coordination, and evaluation of Patient Access operations and will be specifically responsible for any of the following:

1. Registration/Pre-registration
2. Financial Clearance – pre-service
3. Point of Service and pre-service collections – Ensuring collections are obtained at time of service
4. Prior Authorizations – all aspects of process defined and monitored
5. Data integrity – Auditing, tracking and trending key registration data elements requiring training and education by location
6. Denial/edit avoidance, mitigation and timely resolution – Participate in denial review to identify opportunity for improvement
7. Central Scheduling

It is critical that this position be highly effective in delivering the services described above and work harmoniously with leaders and staff across the organization. Effectiveness will be measured in terms of measurable results, commitment, staff engagement and customer satisfaction (at all levels).

Job Functions and Duties:
1. Assist in the support of the strategic direction and oversee the operation and process design of systems and procedures to ensure efficient functioning of Patient Access.
2. Participate in the development of industry best practice operating procedures with consistent application in all business units.
3. Ensure all compliance and regulatory standards are maintained.
4. Assist in monitor and manage operations development of metric report cards to quantify improvements in productivity, quality, service and overall financial results.
5. Support staff to maintain a high level of competency with each area of responsibility
6. Ensure that staffing levels remain within budgeted hours.
7. Active participation in denial mitigation and revenue preservation activities.
8. Work with the Manager to set annual and periodic goals, by department oversight, with key performance indicators in support of Patient Access operations and overall financial performance.
9. Ensure effective communication and coordination with other functional areas to achieve desired levels of accuracy in registration functions.
10. Actively participate with the Manager and patient service leaders to ensure that pre-service and patient facing processes are working effectively, efficiently and accurately.
11. Support daily staff functions in all areas related to the scope of the Patient Access Supervisor responsibility
12. Collaborate with the Manager to maintain a strong technology functionality to support all elements of Patient Access as it relates to revenue cycle and interfaces with clinical and other operational areas. Examples are eligibility, price estimation, registration quality
13. Communicates with the Manager to establish accountability and coordination between Patient Access and other departments.
14. Assist with special analysis and projects as needed.
15. Provide support at all supported entities within CMH.
16. Assume other duties as assigned.

Technology:
1. Assist in seeking and recommending new information technology solutions and or manual changes that support Revenue Integrity departmental functions.
2. Work collaboratively with departmental personnel to implement systems and process changes aimed at improving Patient Access performance.
3. Ensure compliance with outside regulatory requirements are documented (i.e. 501(r))

Management Reporting and Monitoring:
1. Assist in the development of Patient Access KPI’s based on computer generated data and manual reports.
2. Utilize departmental work plans to monitor initiative and project goals, progress, and outcomes.

Human Resource Management:
1. Staff Retention: Assesses staff satisfaction and communicates to manager; works with manager to develop and implement strategies to address satisfaction issues; and promotes retention
2. Scheduling and employee attendance monitoring
3. Staffing needs
• Work with the Manager in the evaluation of staffing patterns and needs
• Identify opportunities to matches staff competency with role expectations
• Supervises human resources within scope of labor laws

Training & Education:
1. Work collaboratively with area of responsibility to ensure consistency in patient experience for all patient facing locations related to Patient Access.
2. Work closely with managers and supervisors to identify common areas of deficiencies and create training to correct the noted deficiencies.
3. Establish goals with direct reports for organizational and personal development.

Professional Development:
1. Attend local and regional conferences/seminars to remain current in supporting the needs of the organization.
2. Review industry publications to maintain knowledge base and stay current on best practice solutions.
3. Maintain current knowledge of regulatory developments involving agencies (CMS, AHA, DHS, and Joint Commission.)
4. Maintain certifications as applicable
5. Maintain membership with professional associations (HFMA, AAHAM, etc.)

Note: the duties listed above reflect the majority of the duties of this job and does not, nor is it intended to, reflect all duties that may be required for an incumbent in this job to perform.

Communication:
1. Maintains awareness of verbal/ nonverbal communication in interactions with staff, other departments, physicians (providers), patients, families and students
2. Collaborates and communicates effectively with all members of the health care team
3. Maintains patient, staff and hospital confidentiality in all communication interactions: written, verbal, electronic and digital
4. Demonstrates ability to initiate and manage crucial conversations and coach leadership team/staff in same; resolves and manages conflict
5. Utilizes daily huddles to keep channels of communication open. Gives appropriate feedback in a timely manner to questions and concerns.

Customer Service:
1. Displays positive attitude. Treats others with honesty and respect. Speaks positively in all customer interactions internal and external.
2. Assesses customer service by reviewing and responding to patient satisfaction

Education and Experience:
1. Associates degree required, or two (2) years related experience in lieu of, and
2. Four (4) years of experience in Finance or Revenue Cycle with demonstrated progressive responsibilities
3. Experience supervising at least 2 or more staff

Knowledge, Skills, and Abilities:
1. Detailed knowledge of privacy and security regulations, confidentiality / HIPAA, payer registration /authorization requirements, State Charity Care compliance, and MaineCare compliance regulations.
2. Working knowledge of Medical Terminology, Current Procedural Coding (CPT, HCPCS), Diagnostic Coding (ICD-9, ICD-10).
3. Expertise with regulations and accreditation standards, knowledge of specific state and federal requirements and standards.
4. Working knowledge of Medical Record, Access and Healthcare Application technology.
5. Demonstrated experience in diagnosing, evaluating and developing corrective actions for problems in operations.
6. Able to effect collaborative alliances and promote teamwork.
7. Ability to ensure a high level of employee, patient, visitor, and external stakeholder satisfaction.
8. Effective organizational, planning, controlling, scheduling and project management abilities.
9. Effective managerial and administrative abilities as applied to the management of multiple projects.
10. Effective leadership abilities.
11. Ability to positively influence change.
12. Excellent communications skills, both oral and written.
13. Demonstrated ability to work well with diverse people, excellent human relation skills.
14. Flexible and able to react to ever changing priorities.

Physical Environment:
Most duties do not generally present an occupational risk, however, failure to follow standard procedures and safety rules may expose the employee to potential injury e.g. falls on slippery floors, etc.

Physical Requirments:
Must be in good physical condition to meet the demands of an active position including moderate walking, sitting, standing, and twisting and moderate hand/wrist motion.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!