Supv Access Services

Baylor Scott & White Health; Plano (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits and welfare

401(k) with match

Tuition Reimbursement

PTO accrual Day 1

Job summary

Baylor Scott & White Health in Plano, TX, seeks a Supervisor of Access Services to ensure efficient operations and high-quality customer service for the Revenue Cycle. You will lead an Access Services unit 24/7, coordinate staffing, monitor performance, and support system-wide initiatives while maintaining patient confidentiality and empathy in stressful situations.

This role requires knowledge of insurance terms and strong communication, with opportunities for growth within a large

Qualifications

• Associate's degree or 2 years of work experience above the minimum qualification.
• 2 Years of Experience

Responsibilities

• Supervises daily activities of an Access Services unit and ensures staffing 24-7.
• Monitors attendance, schedules breaks, and maintains operations and customer satisfaction.
• Evaluates processes, suggests improvements, and conducts call quality reviews.
• Monitors financial conversations and assists with staffing based on volumes.

Skills

Insurance knowledge

Medical coding terms

Typing / MS Office

Autonomous work

Communication skills

Empathy

Education

Associate's degree

Job description

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott & White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott & White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values Are

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.

Essential Functions Of The Role

• Supervises daily activities of an assigned Access Services unit. Prepares and directs schedules to ensure appropriate staffing 24-7. Monitors attendance of team members and schedules breaks and shifts as necessary. Accountable for overseeing daily operations and workflows. Ensures customer and department satisfaction. Ensures timely follow-up and escalation recovery is performed.
• Monitors all outbound and inbound team activities according to performance goals. Improves quality by evaluating processes and recommending changes.
• Coordinates and enforces system policies, procedures, and productivity standards. Performs routine call quality reviews on recorded or live calls. Follows established procedures. Performs account research to assist with system-level initiatives or requests. Examples include customer complaints, incorrect estimates, and administrative write-offs. Immediately reports any performance, productivity, and behavioral issues regarding staff to management for review.
• Monitors financial performance by ensuring financial conversations and collection attempts. Assists Access Services Director and Manager with adjusting staff to volumes.

  Key Success Factors

  • Requires knowledge of general insurance terms, including governmental and commercial payers. Requires basic knowledge of medical and coding terms.
  • Proficient typing and keyboarding skills. Basic computer skills and Microsoft Office.
  • Demonstrated ability to work autonomously.
  • Proven written and verbal communication skills.
  • Works unsupervised and self-starter.
  • Proven ability to problem-solve, perform critical thinking.
  • Requires excellent listening and communication skills, and professional telephone etiquette.
  • Maintain a professional demeanor in stressful and emotional environments. This includes crime, behavioral health, suffering patients, and life or death situations.
  • Must exhibit high empathy and communicate well with patients and families during trauma. Demonstrate exceptional customer service skills.
  • Ability to maintain patient confidentiality in accordance with HIPPA guidelines.

  Belonging Statement

  We believe that all people should feel welcomed, valued and supported.

  Qualifications

  • EDUCATION - Associate's or 2 years of work experience above the minimum qualification
  • EXPERIENCE - 2 Years of Experience