PATIENT ACCESS SUPERVISOR

Job Locations US-AK-Juneau
Job ID
2021-5139
Category
ACCOUNTING/FINANCE/REVENUE CYCLE
Type
Regular Full-Time/80hrs (1.0 FTE)

About Us:

 

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

 

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

 

Job Overview:

The Patient Access Support Supervisor is a key leadership position that will have oversight for the formation and development of the new patient access support team. As the onsite team leader, this position will be responsible to mentor and train staff.  This position will manage the daily operational workflows (incoming, outgoing and any backlogs) that must be coordinated for the team to complete their daily and weekly accountabilities.  The overall goal of the patient access support team will be to reduce uncompensated care with increased claim resolution.

 

Must be able to perform complex analysis of the root cause of payment gaps and act on agreed resolution, coordinating work flows with staff as well as Revenue Cycle management.  As second level resource for patient and other customer complaints and unresolved issues, the supervisor must be able to communicate with internal as well as external customers effectively to ensure maximum reimbursement for services provided consortium wide. As a mentor to staff, must project a confidence in their skills in dealing with difficult financial.   Resolves issues in billing as liaison to the billing department and provides alternate payment options providing assistance with financial assistance and other available options when needed.  Uphold the highest level of service to our patients as well as internal and external customers.

 

Responsibilities:

  • Analyzes reports/worklists (which includes patient scheduling reports, prioritizing assignments for staff and act as key backup for any gaps in staffing).
  • Evaluates and adjusts staffing as needed; acts as key escalation point for problems resolution as support center staff triage and refer complex issues to lead for resolution.
  • Assures training and productivity standards are met on a daily basis, monitoring incoming workload to adjust and escalate gaps for action to supervisor.
  • Tracks backlogs and unresolved issues to report to supervisor and acts a clearinghouse for questions, issues before escalating to supervisor.
  • Responsible for contacting patients in advance to confirm or update demographics and collection of deductibles and co-pays as indicated on the insurance card or online prior to services rendered.
  • Work directly with UR, Coding, Referral / Travel Coordinators, and Financial Counselors to obtain and track pre-authorizations for advanced imaging and outpatient day surgeries.
  • Works as liaison with Patient Financial Services and Accounts Receivable to follow up with denials.
  • Coordinates triage and research of all data integrity audit worklists including the resolution of claims rejections (for registration related data) and claims denials related to TPL, COB and eligibility.
  • Works with staff as key mentor to improve common claim rejection / denial patterns resulting from data integrity issues.
  • Verifies if patient meets medical necessity with their coverage plan. If not, patient is notified allowing them to reschedule or make payment before services rendered.  Also reminds patients to bring in copies of needed documentation upon check in.
  • Acts as second level escalation point for patient complaints or patient concerns about insurance/governmental requirements.

Qualifications:

Education: 

  • Bachelor’s Degree or equivalent certification in healthcare revenue cycle.
  • Combination of post-secondary education and experience will be considered in lieu of a degree.

Experience:

  • Two (2) years working in patient scheduling and/or registration.
  • Experience in a lead role in a medical office team with responsibility for one or all teams of the Revenue Cycle including admissions, billing, payments and denials.
  • Patient Access experience with managed care / insurance and call center experience highly preferred

Licensure and Certification:

  • Recommended to complete professional certification within two years of employment in role through either NAHAM or HFMA.

Knowledge, Skills, and Abilities

Knowledge of:

  • Understanding of Revenue Cycle including admission, billing, payments and denials.
  • Knowledge of the Patient Access Services potential positive and negative impacts on the revenue cycle.
  • Knowledge of Health Insurance requirements.
  • Knowledge of medical terminology or CPT or procedure codes.
  • Knowledge of Patient Access’s relationship with Utilization Review and Patient Accounting.
  • Knowledge of registration, insurance verification, authorizations and financial counseling.

Skills in:

  • Effective communication with customers and stakeholders.
  • Handling multiple telephone and computer applications.
  • Customer Service with customers and stakeholders.

Ability to:

  • Ability to achieve desired results by selecting goals and future courses of action.
  • Provide leadership to staff to ensure employees perform and are motivated
  • Monitor staff performance and provide feedback to refine processes.
  • Prioritize work, multi-task and work independently.

 

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