Patient Services Supervisor

Patient Services Supervisor

Pay Range: $30.55 to $46.75 Hourly

Shift/Schedule: Monday - Friday, 7:30 a.m. - 4:30 p.m., with potential to support additional hours (based on clinic needs).

Would you like to have a career that makes a daily difference in people's lives? Do you want to be part of a caring, respectful, diverse community? If you answered yes to these questions, keep reading!

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care.

The posted compensation reflects the full pay range for the position. Individual offers are based on job requirements, candidate qualifications, including relevant skills and experience, applicable education, and internal equity.

Position Summary:

The Patient Services Supervisor is responsible for managing day-to-day front office operations by providing support and performance management to their teams to deliver exceptional patient experiences and achieve department and organizational goals while creating an environment that retains and develops employees.

Compensation is dependent on skills and experience.

Your contribution to the team includes:

• Responsible for oversight of front office staff including hiring and onboarding, performance management, talent development, employee engagement and retention, and staff learning
• Responsible for building and maintaining an equitable and engaging work environment for employees by providing consistent coaching, counseling, recognition, and development opportunities for staff.
• Establishes priorities and guidelines for maintaining and improving standard work of daily operations and keeps leadership informed of potential opportunities by recommending and/or implementing solutions.
• Facilitates communication with staff about policy/procedure/process changes by developing and distributing necessary material to ensure effective change management and adherence to change.
• Accountable for overseeing quality management of day-to-day operations of the department by performing daily, weekly, and monthly reporting of key performance indicators (KPI) and audits of core processes to ensure adherence and provide regular feedback to staff.
• Manage daily Patient Services assignments to ensure efficient front office operations and completion of required duties.
• Ensure staff are reviewing and working assigned patient, charge review, and claim edit work queues.
• Daily, review Front Office Supervisor dashboard and confirm key performance indicators are within normal range. Follow up on any KPIs that are not within the normal range.
• At time of check-out, ensure front office staff are scheduling future appointments for follow up care to adhere to quality-of-care measurement standards provided by HealthPoint.
• Ensure the patient well check report is worked by front office staff, daily, to maintain overall health and wellbeing of the patient.
• Demonstrate ability to perform all responsibilities of the Patient Services team at established performance levels.
• Monitors the schedule regularly to ensure accuracy. Identify and correct inaccuracies or mistakes to schedule and ensure unique events and provider administrative times are accurately reflected on the clinic schedule.
• Acts as a point of contact between the contact center and clinics providing the contact center team with the clinic requirement needs on a day-to-day basis.
• Maintain effective communication with clinical staff and providers to ensure efficient patient flow, with the Health Insurance Services Navigator (HISN) to ensure all patients have been enrolled in an insurance plan or have met with the HISN to determine eligibility, and with the assigned medical clinic biller assigned to the clinic to ensure accurate information is being shared. and both are included in your team meetings.
• Ensure established procedures for opening and closing the clinic each day including payment collection, reconciliation, batch posting, and bank deposits are completed daily and in accordance with HealthPoint policy.
• Ensure Patient Services team members are provided group and individualized instruction to assure proficiency in Epic.
• Guide and promote the use of MyChart to patients and families.
• Provide guidance to patients with documentation and education concerning financial assistance programs including Sliding Fee Program.
• Educate patients and families on the HealthPoint services and assist with navigation of these services.
• Monitor and ensure adequate stocking of administrative supplies.
• Maintain good attendance, is punctual, and work a full scheduled shift as a condition of employment.
• Demonstrate respectful, professional, appropriate behavior and leadership that supports a team oriented work environment.
• Demonstrate a commitment to the mission, core values, and goals of HealthPoint and its healthcare delivery including the ability to integrate values of integrity, wisdom, creativity, cooperation, responsibility, and respect into appropriate programs, and services.
• Attend and participate in staff and supervisor meetings, organizational committees, and task force activities as required.
• Support Clinic initiatives and process improvement work to meet HealthPoint Strategic Aims and Quality Measures.
• Conduct department operations using HealthPoint's LEAN Management System methodologies to identify waste, determine system improvements, and implement changes through a structured process.
• This position has supervisory responsibilities.
• Other duties as assigned by supervisor.

Must have's you'll need to be successful:

• High school diploma or equivalent required, Associate's degree preferred; plus nine-months to two years related experience; or equivalent combination of education and experience. Supervisory experience in medical setting preferred.
• The ability to communicate with a diverse patient population is an essential skill. Ability to read and interpret technical and other complex documents. Ability to write routine correspondence such as letters and memos. Ability to present information in one-on-one and small group situations to internal and/or external clients.
• Ability to define problems, establish facts and draw valid conclusions. Ability to interpret and analyze an extensive variety of situations. Demonstrate the ability for constructive thinking and offer alternatives to short and long-term solutions. Ability to present information in one-on-one and small group situations.
• Demonstrated intermediate operating knowledge of computers. Demonstrated beginning to intermediate level of Word, Excel, and Outlook, and electronic health records (EHR) experience preferred.

HealthPoint is committed to offering all employees a competitive compensation package, including benefits and several other perks.

At HealthPoint, you'll find more than a job - you'll find meaningful work that strengthens the health of the communities we serve across King County. We're proud to invest in our employees by offering a comprehensive benefits package that supports your health, financial well-being, work-life balance, and professional growth.

Benefits-eligible employees enjoy:

Comprehensive health coverage Medical, dental, and vision insurance for employees and eligible dependents, plus HSA and FSA options.

• Financial wellbeing Employer-paid life insurance, AD&D, disability coverage, and a 401(k)-retirement plan with employer match.
• Time to recharge Generous Paid Time Off (PTO), Extended Illness Time Away, eight (8) paid holidays, three (3) floating holidays, Compassion Time Away, and Opportunity Time Off for extended personal time away to rest and recharge.
• Well-being resources Employee Assistance Program (EAP), employee wellness program, and access to voluntary benefits including supplemental life, critical illness, accident, identity theft, and pet insurance.
• Career development Professional development, ongoing learning, and opportunities for career growth within a mission-driven organization.

Join a team that is committed to improving health equity while making a lasting difference in the lives of our patients, our communities, and one another.

Immunization Requirements:

As a condition of employment, all new hires must provide proof of required vaccination and/or immunity for:

• COVID-19 - HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccination. Individuals who received the Johnson & Johnson vaccine must provide documentation of an alternate COVID-19 vaccine or vaccine series.
• MMR (Measles, Mumps, Rubella)
• Varicella
• Annual Influenza
• TB QuantiFERON Gold titer draw

Employees working in a HealthPoint clinic must also provide proof of: