Access Center Supervisor

NemoursCareerSite; Orlando (FL); On-site; USD 65,000 - 85,000; Full time

Job summary

Nemours in Orlando, FL seeks an Access Center Supervisor to lead the Centralized Patient Access Center and its staff. The role requires expertise in access processes, staffing management, and collaboration with hospital leadership to optimize patient access and experience.

Responsibilities include workforce planning, KPI monitoring, and implementing process improvements in coordination with clinical leadership. Healthcare experience and supervisory background are preferred.

Qualifications

• High school diploma required.
• Three+ years in Revenue Cycle (Registration/Insurance/Scheduling/Collections) with emphasis on Patient Access.
• Healthcare Call Center experience preferred.
• Previous supervisory experience in healthcare preferred.
• Experience in design, documentation and implementation of workflows, policies and procedures preferred.
• Knowledge of insurance and third-party payor systems.
• CRCR Certification - HFMA preferred.

Responsibilities

• Supervise day-to-day operations of the Centralized Patient Access Center.
• Direct supervision of Access Center Specialist staff.
• Collaborate with department leadership to adjust staffing to service needs.
• Coordinate with: registration, scheduling, switchboard, physician practices, and hospital teams.
• Maintain staffing, HR processes including interviewing, hiring, onboarding, training and performance reviews.
• Monitor team KPIs and provide coaching and corrective action as needed.
• Produce and review regular performance reports and dashboards.
• Lead initiatives and projects to improve access and revenue cycle performance.
• Resolve patient issues and ensure a positive patient experience.

Skills

People management

Staff supervision

Customer service

Education

High school diploma

CRCR Certification - HFMA

Tools

Talkdesk

Qliksense

Epic

Kronos

EMR systems

Microsoft Office

Job description

Nemours is seeking an Access Center Supervisor (Full Time) to join our team in Orlando, FL.

The Access Center Supervisor is responsible for the supervision of the day-to-day functions of the Centralized Patient Access Center and direct supervision of the Access Center Specialist staff. The Access Center Supervisor should be a subject matter expert in all specialties and areas of Access. This position collaborates with department leadership to evaluate service needs and volumes and adjusts staffing levels accordingly. The Access Center Supervisor communicates and coordinates with key members of the patient access areas (Centralized Registration and Scheduling, Switchboard Operators, Physician Practices, Physician Liaisons, Hospital, Patient Experience, Risk Management, Quality, Safety, Compliance, Finance, Corporate Information Systems, Business Development, etc.) to facilitate ease of access for Nemours patients and families. This position assigns daily work schedules and acts as a resource in the daily operations and activities of the department, performing staff level duties as needed. The Access Center Supervisor is responsible for maintaining adequate staffing to meet the demands of Nemours patient families and other customers by assisting with Human Resource management functions including interviewing and hiring, orientation, education/training, feedback, performance evaluation, and policy and procedure development. The Access Center Supervisor maintains and manages accurate scorecards for their team and provides feedback to guide performance improvement. With the support of HR and the leadership team, the Access Center Supervisor writes and delivers corrective action and/or coaching and updates and maintains personnel files (Discipline and Discharge). As part of their daily work, the Access Center Supervisor utilizes Talkdesk, Qliksense, and Epic reporting to identify trends and areas of opportunities and coordinates with leadership to implement solutions in the moment.

Essential Functions:

• Excels in all areas of pre-service including scheduling, registration, financial clearance and insurance verification, and collections.


• Interviews, hires, trains, develops, and leads Access Center associates.


• Oversees the daily operational activities of the Access Center and monitors workflows, making daily adjustments using productivity and performance measures. Analyzes applicable dashboards, reports, messages, & work queues in the EMR and other relevant systems to optimize operations. Reviews team metrics daily, reporting to administration, and providing feedback/immediate countermeasures on any missed KPIs. Produces daily, weekly, and monthly performance reports in a timely manner including but not limited to department access, referrals, phone stats, and daily cash reconciliation which requires proficiency in Microsoft Office Suite.


• Partners with clinical leadership to oversee the performance and quality of scheduling of clinical departments we support to maintain efficiency and accuracy. This includes collaborating with the department leadership team to create, maintain, resolve process issues and/or create new workflows, update EMR decision tree scheduling guidelines and reliable methods to ensure scheduling accuracy and promote standard work to improve performance.


• Maintains appropriate human resource records and follows all Nemours policies and standards of behavior. Acts in accordance with healthcare laws surrounding FMLA, ADA, PUMP, PWFA. Monitors, edits, and approves employee time in Kronos. Prepares and administers corrective action to Access Center associates in accordance with Nemours Human Resources guidelines.


• Identifies, quantifies, and monitors account detail or workflow processes for barriers. Makes process improvements or initiates courses of action for problem resolution. Performs a minimum of three Talkdesk phone audits for each direct report monthly and provides timely feedback regarding call performance in addition to rounding and coaching each direct report monthly to review Performance Management goals.


• Independently leads initiatives as assigned by management, coordinating task teams or other forums to deliver results as identified and/or determined by leadership. Whenever necessary, delegates, monitors, and measures special projects to ensure they are completed timely and accurately. Provides formal feedback on project results to management.


• Uses problem solving skills and planning abilities to diagnose and solve root process, payer and system issues impacting revenue cycle objectives. Addresses team barriers, process flow or productivity issues.


• Delivers a positive patient experience in all encounters. Performs any written or verbal communication necessary to exchange information with designated contacts promoting effective working relationships. Resolves patient issues in a concise and informative manner. Resolves customer service complaints when escalated.


• Responsible for participation in departmental and hospital programs for Quality Assessment and Improvement, identifying opportunities to improve services, making recommendations, and implementing actions as appropriate and consistent with the goals of the Nemours Foundation.


• Additional duties and responsibilities, as assigned by leadership

Requirements:

High school diploma required

Three (3) years or greater experience in Revenue Cycle (Registration/Insurance/Scheduling/Collections) services with emphasis on Patient Access.

Healthcare Call Center experience preferred.

Previous supervisory experience in healthcare preferred.

Demonstrate experience in design, documentation and implementation of workflows, policies and procedures preferred. Knowledge of insurance and third-party payor systems.

CRCR Certified Revenue Cycle Representative - HFMA Certification - Preferred

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