Supervisor Access Services

Supervisor of Access Services

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.

Essential Functions of the Role:

• Supervises daily activities of an assigned Access Services unit. Prepares and directs schedules to ensure appropriate staffing 24-7. Monitors attendance of team members and schedules breaks and shifts as necessary. Accountable for overseeing daily operations and workflows. Ensures customer and department satisfaction. Ensures timely follow-up and escalation recovery is performed.
• Monitors all outbound and inbound team activities according to performance goals. Improves quality by evaluating processes and recommending changes.
• Coordinates and enforces system policies, procedures, and productivity standards. Performs routine call quality reviews on recorded or live calls. Follows established procedures. Performs account research to assist with system-level initiatives or requests. Examples include customer complaints, incorrect estimates, and administrative write-offs. Immediately reports any performance, productivity, and behavioral issues regarding staff to management for review.
• Monitors financial performance by ensuring financial conversations and collection attempts. Assists Access Services Director and Manager with adjusting staff to volumes.
• Motivates and mentors team members to maintain a positive work environment. Creates and implements goals, action plans, and incentives to drive production results.
• Performs call monitoring, coaching, training, and feedback and disciplining. Coaches, counsels and motivates employees.
• Serves as a role model for staff in maintaining effective communication. This includes communication with employees, patients, guests, insurance companies, employers, doctors, and hospital personnel.
• Acts as an information source to ensure resolution of customer inquiries and complaints. Handles escalations on an as needed basis.
• Administers and handles escalation requests for system and Revenue Cycle policies. These include Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.
• Participates in the hiring process and manages performance, recognition, and disciplinary actions. Assists with interviewing applicants, hiring, and performance reviews.

Key Success Factors:

• Requires knowledge of general insurance terms, including governmental and commercial payers. Requires basic knowledge of medical and coding terms.
• Proficient typing and keyboarding skills. Basic computer skills and Microsoft Office.
• Demonstrated ability to work autonomously.
• Proven written and verbal communication skills.
• Works unsupervised and self-starter.
• Proven ability to problem-solve, perform critical thinking.
• Requires excellent listening and communication skills, and professional telephone etiquette.
• Maintain a professional demeanor in stressful and emotional environments. This includes crime, behavioral health, suffering patients, and life or death situations.
• Must exhibit high empathy and communicate well with patients and families during trauma. Demonstrate exceptional customer service skills.
• Ability to maintain patient confidentiality in accordance with HIPPA guidelines.

Belonging Statement:

We believe that all people should feel welcomed, valued and supported.

Qualifications:

• EDUCATION - Associate's or 2 years of work experience above the minimum qualification
• EXPERIENCE - 2 Years of Experience