Hospital Outpatient Scheduling Center Supervisor

GENERAL SUMMARY:

Assists in management of Scheduling Center resources and coordination of the activities of personnel engaged in the day-to-day work within the Scheduling Center to ensure operational and customer service standards are maintained. Works with patients, physicians, physician's office staff, third-party payers, patient financial services and hospital outpatient departments to ensure patients are scheduled timely and authorizations are obtained timely to secure hospital reimbursement and avoid denials.

PRINCIPAL JOB FUNCTIONS:

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   *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

   
   

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   *Supervises Scheduling Center processes, including scheduling of procedures and managing of work queues.

   
   

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   *Ensures resources align with work volumes, which may include daily assignments, coordination and assignment of PRN schedule, and filling in to answer phones and schedule when needed.

   
   

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   *Coordinates new employee orientation with the Patient Access Educator and Lead Trainers.

   
   

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   *Sustains collaborative relationships with other departments.

   
   
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   *Selects and hires qualified candidates for the Scheduling Center.

   
   
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   *Seeks opportunities to provide formal and informal education to staff on issues relevant to day-to-day tasks; acts as primary resource for organization's scheduling customers, and constructively coaches staff as needed when policy and/or HIPAA issues are observed or reported; documents as appropriate.

   
   

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   *Support team members in problem solving to attain first call resolution and address escalated customer service concerns in a responsive, timely, and accurate manner.

   
   

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   * Collaborates with the Patient Service Center Assistant Manager and other Bryan Health scheduling staff to ensure accounts transition smoothly from the point of scheduling to authorization.

   
   

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   * Coordinates workflow for the Medication Access Team (MAT) to ensure accounts transition smoothly from the point of scheduling to authorization for Specialty Clinic services.

   
   

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   *Maintains documentation of initial and annual training of staff; ensures mandatory training is completed as scheduled.

   
   

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   *Participates in annual review of policy and procedures; enforces established performance standards and procedural protocols, ensuring proficiency and competency; implements, monitors and enforces safety policies and procedures.

   
   

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   *Routinely assists the Patient Service Center & Scheduling Manager in concurrent and retrospective resolution of patient, family, and/or physician concerns, complaints, and B-Safe files.

   
   

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   *Routinely assists the Patient Service Center & Scheduling Manager in training staff in HIPAA compliance, COBRA/EMTALA understanding, and other regulatory requirements by assessing competency, and maintaining documentation. Practices personal and professional improvement through continuing education and development opportunities.

   
   

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   Assumes responsibility for administrative functions in the absence of the leader or as assigned.

   
   

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   *Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

   
   

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   *Participates in meetings, committees and department projects as assigned.

   
   

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   Performs other related projects and duties as assigned.

   
   

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

EDUCATION AND EXPERIENCE:

Associate's degree (AA) or two (2) years progress towards a Bachelor's degree in finance or management or related field of study required. Bachelor's degree preferred. Demonstrated success in a leadership role preferred. Minimum of one (1) year of relevant scheduling or Revenue Cycle experience required.

d.