Patient Access Supervisor

Site: Massachusetts Eye and Ear Infirmary Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary POSITION SUMMARY: Under guidance from the Manager of Patient Access and Admissions, responsible for the day-to-day administrative operations of Admitting and Emergency Department Registration; ensuring that productivity and quality standards are met. Must be able to work independently; make sound decisions and interact with patients, patients’ families, visitors and all levels of staff in a professional and diplomatic manner. Facilitates an efficient process in accordance with EMTALA, and within established hospital and department policies. Acts in a dotted line supervisory capacity, providing support for all Patient Access areas. Adheres to departmental Customer Service Standards to achieve high levels of patients, visitors and physician satisfaction.

ESSENTIAL FUNCTIONS:

1. Responsible for the day-to-day administrative operations of the Admitting and Emergency Department Registration areas, acts in a dotted line supervisory capacity providing support and professional development opportunities to other Patient Access areas. 2. Make frequent rounds on the Emergency Department, ensuring availability to respond to patient’s non-clinical needs, and to address any issues or concerns. 3. Responsible for troubleshooting concerns, issues and/or difficult situations and taking necessary corrective action or referring to appropriate individuals. 4. Provide effective leadership and facilitate interactions among staff to promote teamwork and create an overall harmonious work environment. 5. Adhere to Customer Services Standards by demonstrating professionalism, alertness, helpfulness, and receptiveness to all patients, visitors and other staff members. 6. Assume lead role in the recruiting, interviewing, selecting and hiring of new staff. 7. Acclimate new employees to department(s), providing the necessary orientation and training to enable the employee to function effectively. Provide ongoing training across the department(s), seeking opportunities for improvement and/or changes in the process which may impact effectiveness and efficiency. 8. Assist with discipline, corrective action and performance evaluations for department, as well as provide feedback to staff on quality of work and areas of improvement. Write yearly evaluations for assigned direct reports with the final review and approval from the Director. 9. Maintain patient confidentiality and privacy by accessing patient information only to extent necessary to fulfill assigned duties. All patient information must be kept private, confidential and secure. All lists, reports, files and documents must always be properly secured and stored. Interviews and conversations should be conducted in such a manner as to afford the patient or visitor reasonable audio and visual privacy. 10. Maintain adequate working knowledge of payer rules and regulations. 11. Analyze workflows to design creative schedules to accommodate changing business needs of the area and collaborate with colleagues as needed, to ensure that the department has appropriate coverage. 12. Participate in daily and/or monthly audits of staff work and act as backup for payroll entry and may approve earned time requests. 13. Provides cross coverage to other functional areas in Patient Access, as necessary. 14. Attend and participate in various meetings and represent the department on special projects and initiatives. 15. Process weekly payroll and manage time off requests. 16. Other duties as assigned.

EDUCATION AND EXPERIENCE:

Associates degree, preferably in health-care related field but experience accepted in lieu of degree.

WORKING CONDITIONS:

Busy office and clinical environment with frequent interruptions. Due to the size and complexity of the department, the pace of work can be hectic and challenging so leveraging technology for communication purposes is a must. Because this position is patient-facing and the Hospital is always open, the Supervisor must be prepared to work outside his/her scheduled hours when required by the Manager. This is an essential employee role, during a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty.

SKILLS AND PHYSICAL REQUIREMENTS:

1. Strong, demonstrated customer service skills.
2. Ability to use commons sense, decision-making and negotiating skills to

achieve desired results. 3. Ability to function independently and prioritize work within established policies. 4. Thorough knowledge of hospital and inter-departmental functions. 5. Interpersonal relationship skills necessary to communicate effectively with patients, visitors, support staff, nursing staff administrators, other hospital personnel and external organizations and agencies. 6. Must be able to stand for long periods of time and able to push 10-15 pounds. Qualifications Education Associate's degree in healthcare administration preferred Can this role accept experience in lieu of a degree? Yes Licenses and Credentials Experience Experience in a healthcare setting, with a focus on patient access and registration At least one year preferred supervisory experience Knowledge, Skills and Abilities

• Strong leadership and communication skills.
• Knowledge of healthcare regulations and patient privacy laws.
• Ability to analyze data and make informed decisions.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Strong customer service orientation and commitment to providing excellent

patient care. Additional Job Details (if applicable) Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type Onsite Work Location 243-245 Charles Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $79,560.00 - $115,720.80/Annual Grade 7 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 5110 Massachusetts Eye and Ear Infirmary is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on click.appcast.io.

MASS GENERAL BRIGHAM COMPETENCY FRAMEWORK

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.