Patient Access Supervisor: Registration & Flow Optimization

shn; Canada; On-site; CAD 63,000 - 74,000; Full time

Job summary

Scarborough Health Network is seeking a Supervisor, Patient Registration to oversee daily operations of the Centralized outpatient Registration and Emergency Registration for all 3 locations. The incumbent will work with front-line staff, clients and management to ensure the timely and efficient delivery of registration services along with excellent customer service.

This role will also provide support and supervision for one or more Patient Access functions (Registration and Centralized Patient

Qualifications

• Minimum 3 years experience leading a team in a health care setting.
• Minimum 1 year of experience in a supervisory role
• Minimum 3 years experience leading system improvements/implementations and related change management in a health care setting.
• Minimum 2 years experience developing training material and training schedules.

Responsibilities

• Staffing & Budget Management
• Supervise day-to-day operations of Patient Access functions - provide 1st line of support for staff.
• Supports recruitment, retention, scheduling, coaching/development, and performance management of frontline staff.
• Utilize registration, scheduling, and registration volumes from EPIC to update staffing requirements.
• Support budget management through appropriate scheduling and resource allocation.
• Ensure appropriate staffing mix to reduce turnover and overtime.
• Utilize LEAN approach for supplies management.
• Patient Access Optimization
• Support projects for optimization of Patient Access functions in alignment with corporate strategic initiatives.
• Use data & dashboard reporting from EPIC to monitor Patient Access-related processes and identify optimization opportunities.
• Work with Patient Access Managers and clinical management team to address areas for improvement.
• Service & Data Quality Management
• Monitor onsite performance related to pre-reg, registration completion with work queues and volumes of registration.
• Design reports and analyze data impacting patient access activities.
• Ensure optimal service and data quality management for efficient day-to-day operations supported by appropriate documentation of standards and expectations.
• Develop and maintain department standards, and associated standard work/SOPs and processes.
• Maintain and Improve Data Quality through SOPs, staff training, audits, and reporting.
• Safety & Customer Service/Patient Experience
• Ensure Staff & Patient Safety and positive Patient Experience.
• Foster culture of safety by following the hospital's comprehensive safety programs and practices including staff safety, patient safety, environmental safety and participates in regular in-service education in this area.
• Foster a culture of Patient & Family Centred Care (PFCC) and excellent customer service within the Patient Access department.
• Other
• Participation in Committees and Working Groups as necessary.
• Collaboration with other patient access supervisors to provide cross-coverage as needed.

Skills

Leadership

Communication skills

Problem solving

LEAN methodology

Tools

Epic

Microsoft Office

Job description

Scarborough Health Network is seeking a Supervisor, Patient Registration to oversee daily operations of the Centralized outpatient Registration and Emergency Registration for all 3 locations. The incumbent will work with front-line staff, clients and management to ensure the timely and efficient delivery of registration services along with excellent customer service.

This role will also provide support and supervision for one or more Patient Access functions (Registration and Centralized Patient