Patient Access Assistant Supervisor (46327)

Under general supervision of the Patient Access Supervisor with in-direct supervision by the Deputy Quality Officer. The Patient Access Assistant Supervisor will provide significant operational and leadership support to the Patient Access Supervisor by improving workflow efficiency, staff performance, patient experience, compliance and communication. Upholds the principles of WIHCC's Vision, Mission, and Value Statements. Maintains confidentiality of all privileged information at all times.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Maintains regular attendance and punctuality.
• Assists with oversight of Patient Access personnel, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
• Aides with daily operations, assures that clinic is adequately staffed and patients are being seen efficiently and in a timely manner.
• Assists with timekeeping/scheduling and aides with approving time cards in the absence of the Patient Access Supervisor.
• Manages orientation and staff training of all new staff within the Patient Access Department.
• Provides coverage in areas of Patient Access, appointment scheduling, and insurance verifications.
• Maintains consistent communication daily with the supervisor for efficiency and deliverables.
• Maintains weekly/monthly audits for Patient Access Representatives.
• Manages patient complaints or issues that arise. Resolves customer or staff complaints.
• Interviews patients to obtain pertinent patient access information; i.e., demographic and insurance information as well as a signature of authorization to enable Winslow Indian Health Center to bill for health care services provided from all alternate resources, including the non-beneficiary services.
• Attends various meetings and reports areas of concern to staff.
• Evaluate employee's job performance and conformance to regulations, recommend appropriate action. Completes employee's annual performance and 90 day evaluations.
• Provides instructions, explanations and training in tasks and job techniques. Ensures staff is appropriately trained in protocols of their specific areas and adheres to policies and procedures.
• Collects third party recipient health cards, obtains photocopies of the card and explains the program to the beneficiaries, i.e., why Medicare, Medicaid and/or private/commercial insurance, will be billed for the services they received at the WIHCC, Inc. facility.
• Utilizing the RPMS Patient Access Modules, manages, key-enters, updates and verifies all alternate resource data necessary for patient registration and for accurate billing through the use of the RPMS and electronic health record system.
• Works closely with HIM Dept., Nursing, Medical Staff, Purchase Referred Care, Patient Benefits Coordinators, Appointment Desk and Private Insurance Verifiers, and the Business Office.
• Determines the eligibility of patients in accordance with Indian Health Services and Navajo Area Contract Health Services/Purchased Referred Care guidelines.
• Assists providers with Navajo interpretation for patients upon request.
• Obtains signatures and assists patients in completing new or updated forms required for Patient Access such as Workers Comp, Motor Vehicle Accident Form, Medicare Secondary Payer Questionnaire Form, and alternate resources.
• Provides appropriate scheduling for their designated clinic and provides detailed information concerning eligibility for and availability of specific clinical services.
• Maintains a well-organized and clean environment to work at maximum efficiency and prevent transmission of infection and disease.
• Work various shifts as emergencies arise (illness, vacation, etc.).
• May be required to work at different sites as operational needs dictate.
• May be delegated as Patient Access Supervisor when needed.
• Requires completion of tasks or duties assigned by a supervisor.
• Upholds all principles of confidentiality and patient care to the fullest extent.
• Adheres to all professional and ethical behavior standards of the healthcare industry.
• Adheres to WIHCCs Personnel Policies and Procedures, departmental policies, rules, and regulations.
• Interacts in an honest, trustworthy and dependable manner with patients, employees, visitors, and vendors.
• Possesses cultural awareness and sensitivity.
• Maintains compliance with all Human Resources requirements.
• Performs other duties as assigned.

Minimum Qualifications:

High School Diploma or GED required. Four years Patient Access Representative or Coordinator experience required. Lead or supervisory experience preferred. Associate Degree preferred. Bilingual skills in English and Navajo language preferred. Must maintain a valid unrestricted and insurable driver's license. Must successfully pass a background investigation and maintain suitable requirements for a Child Care position. This position is considered as a Child Care position, which requires a satisfactory background check investigation and is subject to the requirements of the Indian Child Protection and Family Violence Prevention Act, as amended (henceforth referred as the ICPFVP Act).

Knowledge, Skills, Ability

• Knowledge of the RPMS, EHR, and VISTA Imaging programs, their functions, how to obtain information when needed, and how to correct errors.
• Knowledge of Medicaid, Medicare, Private Insurance and other Third party payers
• Knowledge of the Navajo Area and WIHCC, Inc. Contract Health Service/Purchased Referred Care Delivery Area and regulations and procedures.
• Knowledge of the Privacy Act of 1974, Health Insurance Portability and Accountability Act (HIPAA) of 1996, HITECH Act of 2009 and the WIHCC Policy and Procedures and the use of confidential information and health records as an integral part of the interviewing office function and the privacy of individuals.
• Knowledge of patient access, appointment tasks and insurance verifications
• Knowledge of strong work ethics in the workplace.
• Knowledge of basic medical terminology.
• Knowledge of basic application of confidentiality.
• Knowledge of duties and responsibilities of the position.
• Knowledge of basic computer skills, e.g. Outlook, Word, Excel, PowerPoint and internet.
• Ability to oversee and train entry-level staff.
• Ability to maintain and adhere to confidentiality of medical information and guidelines in accordance with the Privacy Act, HIPAA, HITECH, JC, EMTALA and OSHA rules and regulations.
• Ability to generate reports.
• Ability to be dependable in attendance and job performance.
• Ability to meet attendance, overtime (if necessary), and other reliability requirements of the job.
• Ability to accept and learn from feedback.
• Ability to effectively communicate both in written and verbal.
• Ability to provide exemplary customer service at all times.
• Ability to interact positively with others and possess great interpersonal skills.
• Ability to multitask and perform well under pressure.
• Ability to have self-confidence.
• Ability to be a great team player.
• Ability to accept and learn from supervisor/peer critique.
• Ability to be flexible and adaptable to the changing needs of the organization.
• Ability to work under the pressure of dealing with multiple tasks and constant deadlines, while maintaining an attention to detail and accuracy.
• Ability to independently make decisions, devise solutions, and take action based on program knowledge related to department.
• Ability to maintain positive working relationships with patients, providers, visitors and staff.

Physical Demands:

While performing the essential functions of this position, the employee is regularly required to walk, sit, use hands and fingers, handle, or feel objects and equipment, reach with hands and arms, and communicate effectively by talking and hearing. The employee frequently must stand, climb, balance, stoop, kneel, crouch, or crawl and may occasionally use taste or smell. The employee must occasionally lift and/or move objects weighing up to 50 pounds.


Work Environment:

Work is performed in an office setting or outdoor work environment with moderate noise levels. Work environment may involve exposure to physical risks, such as blood borne pathogens, hazardous chemicals, or operating potential dangerous equipment, and requires adherence to all safety protocols. Required work schedules may include evening, weekend, overnight shifts, extended hours, or irregular schedules and rotation to WIHCC, DMC or Leupp Health station as operational needs dictate.

As required by P.L. 93-638, absolute preference will be given to qualified Navajo applicants. If there is no qualified Navajo applicant, preference will be given to qualified American Indian applicants.