Supervisor, PAS and PBX

Assists the Patient Access Manager in managing the day-to-day workflow within the Patient Access and PBX department by overseeing and directing production and performance of the team. Provides leadership, communication, and training to Registration and PBX team members.

RESPONSIBILITIES (ESSENTIAL FUNCTIONS):

• Manages the day-to-day operations of the Patient Access Services.
• The Supervisor will fill in for call-ins, staffing issues, or unexpected volumes. While performing on-call duties, the Supervisor may be required to provide administrative and educational guidance to staff via telephone.
• Makes decisions by gathering, analyzing, and interpreting information and chooses the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions.
• Serves as a resource for questions and on-going education for the team members; Provides training to staff; Coaches and develops team members; Supports their development of knowledge, skills, and abilities to empower them to unlock their potential and maximize performance and growth.
• Assigns and coordinates staff schedule including scheduling rotation, time off, and call-ins as necessary. Ensures adequate and appropriate coverage of all positions and areas at all times; Manages team member schedules and monitors time and attendance.
• Supervises department staff including interviewing, scheduling, and training, evaluating performance and competency, and conducting disciplinary/counseling sessions as needed.
• Assists with identification, development, and implementation of improvement plans for the department’s processes or procedures. Conducts staff training, education, and development. Contributes with suggestions, ideas and methods to improve quality of department/hospital operations.
• Maintains current knowledge of registrar guidelines and PBX process.
• Regular attendance and punctuality for scheduled shifts.
• Must be flexible and available based on staffing requirements; weekends, holidays, and on call.
• Maintains professional and technical knowledge through continuing education opportunities including internal and external educational offerings.
• Must adhere to, and promote, safety protocols at all times.
• Per DRH policy, all required conditions of employment must be met and maintained including required vaccinations.
• Implement DRH Standards of Behavior and exhibit behaviors consistent with DRH core values.
• Performs other related duties as assigned.

Minimum Qualifications: Communication skills including fluency in oral and written English. Basic computer skills including the ability to send/receive/email, navigate information technology associated with the position, and use Electronic Health Record information tools. Excellent written, verbal, and interpersonal communication skills; Ability to remain flexible to quickly adapt to urgent situations. Ability to adapt procedures, processes, tools, equipment, and techniques to accomplish the requirements of the position.

Education and/or Experience:  High school diploma or equivalent required. At least 1 year of customer service experience required. At least three (3) years of experience in a similar leadership role in healthcare preferred but not required. Previous insurance experience desired but not required.

Ability to apply the skills of self-motivation and project management. Ability to read, interpret and apply policies, procedures and legal requirements. Ability to exercise initiative, judgment, discretion, and decision making consistent with organizational objectives. Proven ability to analyze and solve problems to deliver results. Must have strong interpersonal skills to successfully represent the department and organization at all levels. Familiarity with standard office equipment. Ability to handle multiple tasks in timely manner.

Certifications, Licenses, Registrations: For those positions requiring travel, a current valid driver’s license and automobile liability insurance must be maintained.

Non Safety-Sensitive Position

As a condition of employment, vaccinations are required per DRH Policy. Medical and Religious Exemptions are available upon request.