Supervisor, Patient Access

Get to know Summit Pacific Medical Center: Your trusted partner in Health and Wellness, Summit Pacific is a vibrant and expanding public hospital district that operates a Critical Access Hospital with a Level IV trauma designation, three rural healthcare clinics, and a seven-day-a-week urgent care clinic. Our vision is “Through Summit Care, we will build the healthiest community in the Nation.” Our hospital is unique due to its size and accessibility. We pride ourselves on our ability to give patients quick access to a provider. Critical Access Hospital 24/7 Emergency Department Level II Cardiac Center Level III Stroke Center Level IV Trauma Care To learn more about Summit Pacific, visit Pay Range (depending on experience): $29.49 - $43.69 . Job Summary The Patient Access Specialist Supervisor is a functional expert for all aspects of Patient Access and serves as a resource to Summit Pacific Medical Center (SPMC) for procedural, technical and workflow concerns or issues. The Patient Access Specialist Supervisor will be held accountable for ensuring patients are accurately scheduled and registered for their clinic and hospital services, as well as various other position functions to ensure patients are supported through their entire patient care experience including financial liability by providing excellent quality and compassionate customer service. The Patient Access Specialist Supervisor collaborates and supports the Patient Access Manager to develop and execute appropriate action plans to resolve issues and trends. Job Specific Duties and Responsibilities 1. * Leads the development, implementation, ongoing assessment and improvement of Patient Access programs, patient-care protocols, standards of care, policies and procedures. Monitors outcomes; identifies opportunities/gaps and initiates appropriate enhancements and/or corrections. Disseminates new or revised policies, procedures and initiatives. 2. Develop best practices by partnering with other department and team members in examining data and identifying trends to ensure optimal patient flow and quality customer service. 3. Schedule and register patients into applicable software system(s) while ensuing the integrity and accuracy of data collected, including patient identification, insurance and benefit verification. Assist in final determination of pre-service clearances. 4. Review and approve time cards to ensure employee time is recorded accurately per SPMC policies. 5. Manage Patient Access workque assignments and other tasks. Identify training opportunities by auditing employee accuracy data. 6. Develop and deliver initial and ongoing training for Patient Access staff, including insurance and payer education. 7. Perform Patient Access employee reviews per SPMC policies. Provide coaching, corrective actions or process improvement plans based on employee performance reviews. Mentors and foster growth of staff for personal and professional growth. 8. Verify acquisitions of referrals and pre-authorizations for applicable services. 9. Operate multi-line telephone system to receive, route and respond to incoming phone calls in a timely, professional manner. Manage and report out phone-related activities including call volumes, wait times and abandoned calls. 10. Perform point of service collections for patient financial responsibility, not limited to but including, co-payments, co-insurances and statement balances. Generating payment receipts, opening, closing and reconciling all daily cash drawers. 11. Assist with patient inquiries, requests and other concerns. Manage and complete patient survey results, UORs and Action Cue events. 12. Accurately process incoming, outgoing and inter-office mail. 13. Perform all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. 14. Consistently demonstrate SPMC values by providing excellent, compassionate customer service 15. Performs special projects and other related duties as assigned. *Essential Job Function Leadership Responsibilities – Supervisor 1. *Adapts to changes in the work environment: Asks clarifying questions and/or provides constructive input in a helpful and respectful manner. Demonstrates flexibility. 2. *Builds and maintains working relationships: Maintains effective working relationships with supervisor and direct co-workers. Builds and maintains relationships across the organization. 3. *Creates positive experiences for patients, customers and, co-workers: Consistently provides a level of service that meets SPMC standards. Anticipates others’ needs and responds proactively; goes above-and-beyond to provide exceptional service. 4. *Demonstrates ongoing learning & development: Participates in ongoing skills training and competency development. : Assists in training others. 5. *Exhibits effective work skills: Successfully performs job duties in accordance with SPMC expectations for quality/accuracy, quantity, and timeliness. Re-priorities and/or shifts focus as needed to deliver expected results. : Demonstrates initiative; successfully performs advanced job duties. Monitors workload and effectively prioritizes tasks to achieve desired results. 6. *Facilitates Teamwork: Actively engages in team activities. Welcomes and supports new team members; promotes a positive work environment. Meets team deadlines and responsibilities. Helps orient and acclimate new team members. 7. *Fosters an environment of trust: Treats others with courtesy and respect. Does not engage in gossip or triangulation. Is respectful and courteous in difficult situations. Redirects those who engage in behavior that undermines trust. 8. *Supports SP mission, vision, and values: Develops awareness of departmental contribution to mission, vision and strategy. Participates in department strategies and tactics. Provides thoughtful and constructive input for strategic planning. Takes initiative to execute tactics. Organizational Responsibilities In addition to the duties and responsibilities listed above, leaders are expected to support and uphold the Summit Pacific mission, vision and values; comply with policies, procedures, and regulatory requirements; and conduct themselves in an ethical, professional, respectful, and collaborative manner. Required Education and Experience • Two years of supervisory experience. • High school diploma or GED required, Associates Degree preferred. • Five years of Healthcare Patient Access experience preferred. • Knowledge of healthcare revenue cycle preferred. • Knowledge of medical terminology is preferred. Required Licenses, Certifications and/or Registrations 1. Basic Life Support (BLS) certification encouraged Required Knowledge, Skills, Abilities 1. Comprehensive knowledge of the Patient Access processes and tasks. 2. Ability to thrive in a fast-paced setting while providing timely and exceptional customer service. 3. Ability to develop and maintain proficiency with insurance verification processes via electronic and telephone systems. 4. Ability to cultivate effective partnerships and work in collaboration with providers, other health care professionals, caregivers, patients and community members. Strong leadership, facilitation, delegation, and coaching skills. 5. Proficient in the use of current technology, including Microsoft Office products. Ability to learn and effectively use electronic medical records and other systems and equipment. 6. Professional and effective written and verbal communication skills. Ability to identify and employ communication strategies appropriate to the audience and demonstrate sensitivity to others emotional, social and mental health needs. 7. Ability to maintain accurate documentation and records in a timely manner. 8. Ability to work independently performing a wide variety of assignments that require the use of independent judgment, systems-thinking, problem-solving, organization, and prioritization skills. 9. Ability to remain calm, professional, and on-task during emergencies, high-volume or stressful times 10. Basic mathematics skills and knowledge of payment processing functions. 11. Ability to work collaboratively and to serve as a credible and positive role model; leadership and coaching skills as needed to effectively train and develop others Physical Requirements Lifting <10 lbs: Seldom (1–10% of the time) Lifting 10-35 lbs: Seldom (1–10% of the time) Lifting >35 lbs: Seldom (1–10% of the time) Carrying <10 lbs: Seldom (1–10% of the time) Carrying 10-35 lbs: Seldom (1–10% of the time) Carrying >35 lbs: Seldom (1–10% of the time) Pushing/Pulling 0-35 lbs: Seldom (1–10% of the time) Sitting: Constant (over 70% of the time) Standing: Occasional (10-30% of the time) Walking: Occasional (10-30% of the time) Bending/Stooping: Seldom (1–10% of the time) Crouching: Seldom (1–10% of the time) Exposure to BBP: Seldom (1–10% of the time) Vision Within normal range with or without corrective devices Hearing Within normal range with or without corrective devices. Speech Within normal range with or without corrective devices. FTE: 1 Work Shift: All non union, non exempt staff Working Location: Elma, Washington Benefits: Our uniquely designed benefits are here to support you and your family in staying well, growing professionally and achieving financial security! We take care of you, so you can focus on delivering our mission of caring for everyone, especially the most vulnerable in our communities. Benefits offered by SPMC: Competitive Compensation Medical Prescription Dental (including Orthodontia) Vision Healthcare FSA and daycare FSA Daycare subsidized benefit Life Insurance Accidental Death and Dismemberment (AD&D) Short- and long-term disability Generous employer 403b match contributions for retirement 457 retirement account for additional funds Employee Assistance Program (EAP) Tuition reimbursement Smoking Cessation Assistance Employee Wellness Program Employee Committees to participate in such as Spirit Team Beautiful on-site gym for employees Instructor led fitness classes for employees, including Yoga, Kettlebells and Bootcamps Walking trails on site Additional Information: Summit Pacific is a vibrant and expanding nonprofit public hospital district serving east Grays Harbor County, Washington. Founded in 1982, Summit Pacific now operates three locations comprised of a critical access hospital, primary care clinics, an urgent care clinic and range of ancillary and specialty services. Far enough to have privacy and enjoy the small-town lifestyle, yet close enough to have the benefits of the city. There are many year-round recreational activities in and around Grays Harbor such as: Hiking/ walking trails – whether you’re looking for short easy walking trails or long hikes you can find many trails located either on site or just miles from Summit Pacific. There are many great hiking trails about an hour away at the Quinault Rainforest which is also the home of some of the largest trees in the world! Kayaking – There are many areas that are easily accessible and have beautiful views. Nature viewing – Multiple whale watching towers and tours, state parks, Olympic Game Farm (where you can feed the animals straight from your car) Fishing & Hunting – If you’re looking for areas to hunt/ fish or looking for guided tours this is a great area! Westport is just 42 miles away with many opportunities to catch or buy fresh fish off the docks! Other activities – Multiple museums, winery, arcades, rentable mopeds, Seabrook (vacation beach town), many areas to surf for experienced surfers and surfing lessons for those who want to learn. Nearby colleges – Grays Harbor College is a community college located in Aberdeen with other community colleges located in surrounding areas, as well as some state colleges and universities in other areas of WA state. Summit Pacific Medical Center is an equal opportunity provider and employer that is committed to a policy of non-discrimination on the basis of race, sex, age, religion, color, national origin, ancestry, disability, marital status, arrest and court record, sexual orientation, and status as a covered veteran. This policy covers admission and access to, and participation in, treatment and employment in the hospital’s programs, activities, services, and employment. This organization participates in E-Verify. E-Verify is a service that verifies authorization to work in the U.S. through the U.S. Department of Homeland Security (DHS) and the U.S. Department of Social Security (SSA). For further information on E-Verify contact DHS at View phone number on click.appcast.io.