Patient Access Services Supervisor

Under the general supervision of the Patient Access Services Manager, the Patient Access Services Supervisor is responsible for assisting in managing the operational and technical functions of the Admitting offices and other operational areas that include the Surgical Waiting Areas, BCH Emergency Department, Birthing Center, Blood Draw and Pediatric Access Unit. The BCH Emergency Department and Birthing Center are a 24/7-operation area that is staffed by both Sr. Admitting and Principal Admitting Workers. The Supervisor shares the first line responsibility for the 24/7 operations.  All shifts day, evening and graveyard have to be supported equally by one culture, one set of values and more importantly one operating standard. Responsibilities include staff education and development, providing direction, sets priorities, and analyzing workflow for admitting workers, according to established policies and management guidance. Recommends, develops, and implements new and revised procedures as needed to support operations and promote a smooth patient flow. Major duties within Patient Access Services include registration for all admissions, account financial follow-up, Medi-Cal applications, financial counseling, financial assessment, and cash collections.  The incumbent serves as a DNB (Discharge Not Billed) champion and is responsible for monitoring account assignments and staff follow-up. In collaboration with the Pediatric Access Center, oversees the coordination and integration of patient demographic, financial and clinical information to ensure that patients transferred to UCSF are clinically and financially assessed in accordance to practices.

The Patient Access Services Supervisor will have a critical influence on a patient’s health care experience in our Medical Center and must act as an ambassador of services. The incumbent is responsible to ensure all patients’ needs are met, demonstrate a willingness to learn new skills, and foster a harmonious work environment in which high-quality patient care and customer service are consistently provided.  Promote a cooperative working relationship with each other, physicians, other disciplines and the public by facilitating and enhancing communication, displaying honesty and respect, displaying sensitivity to cultural differences, and expressing and accepting feedback in a professional manner.

The incumbent will function as an Apex power user who can use advanced features of the system to develop patient work flows and collaborate with various departments to resolve issues and ensure patient movement, which are beyond the abilities of “normal” users. 

Requirements:

• Bachelor’s degree OR a High School diploma or GED and four years of relevant experience.
• Two or more years of demonstrated supervisory, organizational, and customer service skills to effectively supervise and prioritize the activities of subordinate staff, and to manage the complex workflow and multiple priorities of admissions and registration. 
• Five or more years of experience working in a health care setting, ideally in a patient access or patient financial service setting.
• Strong knowledge of medical terminology, and technical and operational principles of hospital admissions, including concepts, best practices, protocols, quality improvement, technologies, confidentiality issues, HIPAA, and other applicable regulatory policies.
• Strong skills in quality customer service. Interpersonal skills to interact and collaborate effectively with all constituent groups, including patients and families, and clinical and administrative personnel across departments.
• Strong leadership skills to coach, monitor, and strengthen staff performance. Ability to provide thorough and accurate review of complex subordinate work and to oversee coordination of ongoing tasks and projects over extended periods of time.
• Strong knowledge of all relevant policies, protocols, regulations, and organizational objectives. Strong critical thinking skills, with the ability to quickly analyze complex problems, determine appropriate level of intervention, and develop and apply solutions.
• Strong written and verbal communications skills, with the ability to effectively motivate others and to convey complex information in a clear and concise manner.
• Strong computer skills in all relevant hardware, software, and information systems.
• Demonstrated ability to work effectively with all levels of management, as well as with clinical care providers, administrative and business personnel, and other stakeholders on issues related to patient admissions and registration.
• Ability to work onsite full-time in San Francisco. 

Under the general supervision of the Patient Access Services Manager, the Patient Access Services Supervisor is responsible for assisting in managing the operational and technical functions of the Admitting offices and other operational areas that include the Surgical Waiting Areas, BCH Emergency Department, Birthing Center, Blood Draw and Pediatric Access Unit. The BCH Emergency Department and Birthing Center are a 24/7-operation area that is staffed by both Sr. Admitting and Principal Admitting Workers. The Supervisor shares the first line responsibility for the 24/7 operations.  All shifts day, evening and graveyard have to be supported equally by one culture, one set of values and more importantly one operating standard. Responsibilities include staff education and development, providing direction, sets priorities, and analyzing workflow for admitting workers, according to established policies and management guidance. Recommends, develops, and implements new and revised procedures as needed to support operations and promote a smooth patient flow. Major duties within Patient Access Services include registration for all admissions, account financial follow-up, Medi-Cal applications, financial counseling, financial assessment, and cash collections.  The incumbent serves as a DNB (Discharge Not Billed) champion and is responsible for monitoring account assignments and staff follow-up. In collaboration with the Pediatric Access Center, oversees the coordination and integration of patient demographic, financial and clinical information to ensure that patients transferred to UCSF are clinically and financially assessed in accordance to practices.

The Patient Access Services Supervisor will have a critical influence on a patient’s health care experience in our Medical Center and must act as an ambassador of services. The incumbent is responsible to ensure all patients’ needs are met, demonstrate a willingness to learn new skills, and foster a harmonious work environment in which high-quality patient care and customer service are consistently provided.  Promote a cooperative working relationship with each other, physicians, other disciplines and the public by facilitating and enhancing communication, displaying honesty and respect, displaying sensitivity to cultural differences, and expressing and accepting feedback in a professional manner.

The incumbent will function as an Apex power user who can use advanced features of the system to develop patient work flows and collaborate with various departments to resolve issues and ensure patient movement, which are beyond the abilities of “normal” users. 

Budgeted Job Salary Range: $100,000+ based on exp.