Supervisor, Patient Access

aa067; Irvine (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

City of Hope in Irvine, CA seeks a Patient Access Supervisor to drive the front-end registration and scheduling process, delivering an exceptional patient experience. You will oversee staff, ensure quality, and manage resources while implementing changes and providing frontline coverage as needed.

You\'ll lead recruitment, training, scheduling, and performance reviews, and foster a culture of service excellence.

Qualifications

• Associates Degree (Experience may substitute for educational requirements).
• 1+ years of healthcare experience as a lead or supervisor.
• 3+ years of patient access experience, preferably in an ambulatory setting.

Responsibilities

• Oversee patient check-in/out, front-end insurance verification, compliance data entry and quality.
• Manage outbound scheduling calls and point-of-service collections; provide frontline coverage as needed.
• Lead staffing decisions, training, scheduling, and performance management.

Skills

Healthcare leadership

Education

Associates Degree (Experience may substitute for educational requirements)

Job description

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

Position Summary:
The Patient Access Supervisor is responsible for the success of front-end registration and scheduling which focuses on delivering an extraordinary patient experience. This supervisor has day-to-day operational oversight for personnel management, quality assurance, resource management, implementing change, and providing occasional frontline coverage. Oversight includes patient check-in/out, front end insurance verification, compliance data entry/quality, outbound scheduling calls, point-of-service collections and provides occasional frontline coverage.

As a successful candidate, you will:

Personnel Management

• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout work week, reassess staffing levels to identify and achieves staffing optimization. Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.

Quality Assurance

• Monitors staffing productivity and quality by monitoring thresholds and benchmarks. Provides constructive feedback to staff and senior leadership. Responsible for implementing quality control audits to monitor the quality of work and provide retraining as required to maintain performance standards.
• Establish and foster excellent customer service practices supporting the daily needs of patients, caregivers, providers and staff. Oversees effective customer service systems, communication and feedback. Serve as the first line of communication and follow through for patients via direct means, telephone, email, and written correspondence. Respond and solve problems, including internal and external complaints.

Your qualifications should include:

• Associates Degree (Experience may substitute for educational requirements)
• 1+ years of healthcare experience as a lead or supervisor
  3+ years of patient access experience, preferably in an ambulatory setting

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer.