Supervisor, Patient Access Full Time Bascom Palmer Eye Institute | Naples, FL

200 UM Corp (Enterprise); Napoli; On-site; EUR 58,000 - 80,000; Full time

Job summary

The University of Miami Health System, Bascom Palmer Eye Institute, is seeking a Supervisor, Patient Access (On-Site) to oversee day-to-day front-end revenue cycle and clinic support operations at our Naples location. You will mentor registration staff, ensure policy compliance, support patient flow, and work with multiple systems to provide a smooth, courteous experience for patients and families.

This role requires at least four years of relevant experience and a High School diploma or

Qualifications

• High School diploma or equivalent.
• Minimum 4 years of relevant experience.
• Ability to maintain effective interpersonal relationships.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Proficiency in computer software (Microsoft Office) and healthcare systems.

Responsibilities

• Obtains, confirms, and enters demographic, financial, and clinical info for financial clearance.
• Orients, trains, evaluates, and monitors registration staff.
• Ensures staff adherence to policies and procedures.
• Plans, organizes, and schedules to meet daily volumes.
• Monitors patient flow and staff productivity.
• Communicates patient flow issues to management and staff.

Skills

Interpersonal skills

Leadership

Operations management

Strategic planning

Staff training

Microsoft Office

HIPAA knowledge

Education

High School diploma or equivalent

Tools

EPIC MyChart

Grand Central ADT Prelude

Cadence

Prelude

Radiant

OP Time

Care Everywhere

Resolute

Nice inContact

Aria Oncology

Job description

The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Supervisor, Patient Access (On-Site) in Naples, Florida. The Supervisor, Patient Access (On-Site) oversees and supervises the day-to-day business and clinical support operations of assigned location and Tier 1 team responsible for ensuring a smooth operational patient flow by providing a wide range of critical front end revenue cycle and clinic support operations, for hospital and practice- based locations across the University of Miami Health System The Supervisor, Patient Access (On-Site) anticipates patient volume, monitors patient flow, and staff productivity, to ensure that all patients, customers, visitors, and staff are well served by provided a pleasant and organized atmosphere, appropriate for all ages, ethnic groups, and physical handicaps.

CORE JOB FUNCTIONS

• Obtains, confirms, and enters demographic, financial, and clinical information necessary for financial clearance of scheduled patient accounts.
• Orients, trains, evaluates, and monitors registration staff, using positive reinforcement and recognition.
• Ensures that staff members adhere to all established policies and procedures.
• Assists with planning, organizing, and scheduling to accommodate daily expected volumes.
• Communicates any patient flow issues to appropriate managing staff.
• Verifies patient demographic and insurance information, and edits information, as necessary.
• Explains consent for treatment, financial liability, and HIPPA to patients.
• Initiates performance management processes to address on-going performance issues.
• Makes every effort to collect outstanding patient account balances, runs end of day reports, ensures accurate accounting of collected funds, and deposits funds.
• Identifies and recommends process changes that will improve overall performance and efficiency of the registration process.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
• Ensures employees are trained on controls within the function and on University policy and procedures.
• Monitors staff compliance with key business initiatives and inspires team to achieve established Key Performance Indicators including but not limited to patient satisfaction, co-pay, and previous balance collections, registration processing time, and denials
• Maintains harmonious and collaborative working relationship with all healthcare team members.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education: High School diploma or equivalent

Experience: Minimum 4 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to maintain effective interpersonal relationships.
• Commitment to the University's core values.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop, and train others.
• Proficiency in computer software (i.e., Microsoft Office

DEPARTMENT ADDENDUM

1. Supervises the day-to-day operations of Tier 1 essential workers that provide critical functions that cannot be paused in traditional and non-traditional healthcare settings and who perform a wide range of functions from prearrival to discharge utilizing multiple systems simultaneously, including but not limited to: EPIC MyChart, Grand Central ADT Prelude, Cadence, Prelude, Radiant, OP Time, Care Everywhere, Resolute, Nice inContact Communication, and Aria Oncology.
2. Coordinates wide range of functions from prearrival to discharge services.
3. Obtains, confirms, and accurately enters demographic, financial, and clinical HIPAA protected information.
4. Assists patients in navigating self-serve technology options in person or remotely.
5. Performs pre-service validation prior to patient’s appointment for in person or virtual visits.
6. Conducts critical communication with patients or legal guardian facilitating the understanding of and obtaining signature on multiple consents, assignment of benefits, and notices including but not limited to Consent for Treatment and Conditions of Admissions, Advance Directives, HIPAA, No Surprise Billing, Good Faith Estimate, Off Campus Medicare Co-insurance, ABNs, and MSPQ, prior to services being rendered.
7. Provides financial counseling services at check-in, creates estimates, explains benefits, and notifies patients of self-pay liabilities including previous balances, and collects funds.
8. Collaborates with providers and clinical schedulers in coordinating and scheduling complex follow up care onsite or remotely.
9. Handles a high volume of inbound and outbound calls to and from patients and customers, listening to customers’ needs and providing helpful solutions.
10. Processes transactions quickly and accurately in a fast-paced environment.
11. Processes large amounts of currency and performs end of day cash-drawer reconciliation, including bank deposits.
12. Interfaces effectively with all members of the healthcare team.
13. Meets all established key performance indicators: Co-pay, Previous Balances, Estimate Collections, Patient Satisfaction, Accuracy Rates, and Processing Time.
14. Maintains a close working relationship with all members of the clinical team to ensure a seamless check in and out clinic flow and positive experience for patients and caregivers.
15. Liaison between internal departments to facilitate patient flow.
16. Monitors staff productivity and quality of work through proactive review of key performance indicators.
17. Develops processes and tools utilizing performance metrics to evaluate operations, identify trends, determine areas of opportunity, and provide meaningful feedback to staff.
18. Work queue management and resolution.
19. Must be comfortable with uncertainty and ready to pivot as the environment requires.
20. Perform TALK evaluations, new hire 90 day-evaluations, and competency assessments.
21. Participate in projects, process improvement, and strategic initiatives to include technology implementation/optimization, workflow development/redesign, development of new processes and standards, etc.
22. Monitor and ensure compliance with departmental and organizational policies, procedures, and initiatives.
23. Collaborate with administrative and clinical disciplines to ensure compliance with educational and operational strategies.
24. Collaborates in incorporating patient and family-centered care service delivery, education, and orientation programs.
25. Ability to navigate multiple systems simultaneously and independently service staff and customers promptly in a fast paced, constantly changing environment.
26. Knowledge of health care regulatory guidelines and compliance including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.
27. Ability to recognize, analyze, solve, and de-escalate issues that may arise during workday by applying sound judgement and critical thinking.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine.

As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean.

Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year.

Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care.

We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer.

Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status: Full time Employee Type: Staff

The mission of the University of Miami is to transform lives through education, research, innovation, and service.

A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ('UHealth') have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.

Visit welcome.miami.edu/about-um to learn more about our points of pride.

The University ranks No. 55 on U.S. News & World Report's 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.

Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults.

Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.

The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.

With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University of Miami is an Equal Opportunity Employer.

Applicants and employees are protected from discrimination based on certain categories protected by Federal law.