Supervisor, Patient Access (On-Site) (H)

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The University of Miami/UHealth Department of Clinical Access has an exciting opportunity for a full-time Supervisor, Patient Access.

Core Job Summary:

The Supervisor, Patient Access (On-Site) oversees and supervises the day-to-day business and clinical support operations of assigned location and Tier 1 team responsible for ensuring a smooth operational patient flow by providing a wide range of critical front end revenue cycle and clinic support operations, for hospital and practice-based locations across the University of Miami Health System The Supervisor, Patient Access (On-Site) anticipates patient volume, monitors patient flow, and staff productivity, to ensure that all patients, customers, visitors, and staff are well served by provided a pleasant and organized atmosphere, appropriate for all ages, ethnic groups, and physical handicaps.

Core Responsibilities:                                                           

• Obtains, confirms, and enters demographic, financial, and clinical information necessary for financial clearance of scheduled patient accounts.

• Orients, trains, evaluates, and monitors registration staff, using positive reinforcement and recognition.

• Ensures that staff members adhere to all established policies and procedures.

• Assists with planning, organizing, and scheduling to accommodate daily expected volumes.

• Communicates any patient flow issues to appropriate managing staff.

• Verifies patient demographic and insurance information, and edits information, as necessary.

• Explains consent for treatment, financial liability, and HIPPA to patients.

• Initiates performance management processes to address on-going performance issues.

• Makes every effort to collect outstanding patient account balances, runs end of day reports, ensures accurate accounting of collected funds, and deposits funds.

• Identifies and recommends process changes that will improve overall performance and efficiency of the registration process.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. 

• Ensures employees are trained on controls within the function and on University policy and procedures.

• Monitors staff compliance with key business initiatives and inspires team to achieve established Key

• Performance Indicators including but not limited to patient satisfaction, co-pay, and previous balance collections, registration processing time, and denials

• Maintains harmonious and collaborative working relationship with all healthcare team members.

• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions:

• Supervises the day-to-day operations of Tier 1 essential workers that provide critical functions that cannot be paused in traditional and non-traditional healthcare settings.

• Performs a wide range of functions from prearrival to discharge utilizing multiple systems simultaneously.

• Obtains, confirms, and accurately enters demographic, financial, and clinical HIPAA protected information. 

• Assists patients in navigating self-serve technology options in person or remotely. 

• Performs pre-service validation prior to patient’s appointment for in person or virtual visits. 

• Provides financial counseling services at check-in, creates estimates, explains benefits, and notifies patients of self-pay liabilities including previous balances, and collects funds. 

• Collaborates with providers and clinical schedulers in coordinating and scheduling complex follow up care onsite or remotely. 

• Handles a high volume of inbound and outbound calls to and from patients and customers, listening to customers’ needs and providing helpful solutions. 

• Processes transactions quickly and accurately in a fast-paced environment. 

• Processes large amounts of currency and performs end of day cash-drawer reconciliation, including bank deposits. 

• Interfaces effectively with all members of the healthcare team. 

• Meets all established key performance indicators: Co-pay, Previous Balances, Estimate Collections, Patient Satisfaction, Accuracy Rates, and Processing Time. 

• Maintains a close working relationship with all members of the clinical team to ensure a seamless check in and out clinic flow and positive experience for patients and caregivers. 

• Liaison between internal departments to facilitate patient flow.  

•   Monitors staff productivity and quality of work through proactive review of key performance indicators. 

•   Develops processes and tools utilizing performance metrics to evaluate operations, identify trends, determine areas of opportunity, and provide meaningful feedback to staff.  

• Work queue management and resolution. 

• Must be comfortable with uncertainty and ready to pivot as the environment requires. 

•   Perform TALK evaluations, new hire 90 day-evaluations, and competency assessments. 

• Participate in projects, process improvement, and strategic initiatives to include technology implementation/optimization, workflow development/redesign, development of new processes and standards, etc.  

• Monitor and ensure compliance with departmental and organizational policies, procedures, and initiatives. 

• Collaborate with administrative and clinical disciplines to ensure compliance with educational and operational strategies. 

• Collaborates in incorporating patient and family-centered care service delivery, education, and orientation programs.  

• Ability to navigate multiple systems simultaneously and independently service staff and customers promptly in a fast paced, constantly changing environment.

•   Knowledge of health care regulatory guidelines and compliance including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS. 

• Ability to recognize, analyze, solve, and de-escalate issues that may arise during workday by applying sound judgement and critical thinking.   

AREA SPECIFIC 

ER  

• Must possess a good understanding of the unique characteristics and operations of the Emergency Room, to proficiently support the Emergency Room. 

• Must be flexible and adjust to rotating schedules, evenings, weekends, and holidays. 

• Able to perform ADT functions (as described under Admitting section) afterhours, weekends, and holidays. 

• Must adhere to PPE requirements as dictated by the specific situation. 

• Proficient knowledge of ASAP module. 

ADMITTING 

• Must possess a good understanding of the unique characteristics and operations of Admitting, to proficiently support the Admitting Dept.  

• On-call and rotating schedule for evenings, weekends, and holidays. 

• Explain and obtain patient acknowledgment for all required regulatory documents including but not limited to the HIPAA Facility Directory Form, and CMS MOON, HOON, and IMM notices.  

• Obtain information from patient to complete Patient Self Determination Checklist and collects and scans pertinent documents.  

• Proficient knowledge of ADT module. 

• Responsible for ensuring that team obtains, confirms, and documents eligibility and benefits, and provide timely health plan admission notification.   

• Responsible for pre-admissions log to include benefits, specialty, and financial clearance.  

• Coordinates with bed control on bed availability.  

• Collaborates with Transfer Center on all incoming transfers to finalize transfer requests.  

• Responsible for processing admissions orders received via in-basket messaging. 

• Extensive collaboration with providers, nursing unit, and utilization review department in coordinating admissions.  

CTU 

• Must possess a good understanding of the unique characteristics and operations of CTU, to proficiently support the Admitting Dept. CTU. 

HOSPITAL BASED CLINIC 

• Must possess a good understanding of the unique characteristics and operations of the hospital-based department/clinic/division to proficiently support the hospital-based practice. 

PRACTICE BASED CLINIC 

• Must possess a good understanding of the unique characteristics and operations of the department/division, to proficiently support the practice. 

REMOTE BASED 

• Must possess a good understanding of the unique characteristics and operations of remote based call center operations to proficiently support all Front-End Revenue Cycle and Clinical Support remote functions. 

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                         

High School diploma or equivalent

Minimum 3 years of relevant experience

Knowledge, Skills and Attitudes:

• Adherence to punctuality and attendance standards, remaining flexible to meet departmental needs and ensure appropriate clinic flow. 

• Able to be available 30 minutes prior to opening and after clinic ends, which fluctuates depending on clinic and provider, in addition to weekends, evenings, holidays, and during disastrous events (e.g., hurricanes, pandemics, etc.) 

• Able to float and provide coverage without advance notice based on daily organizational needs, including working in offsite locations, tents or having to come onsite or work remotely. 

• Onsite presence may be required to fulfill role regarded as vital in the delivery of healthcare services regardless of environmental conditions.  

• Subject to potential contact with patients with contagious diseases. 

• Outstanding interpersonal and customer service skills with a commitment to service excellence. 

• Computer literate with the ability to quickly adapt and acquire proficiency in utilizing multiple systems and technologies.  

• Proficient knowledge of health care regulatory guidelines and compliance requirements pertaining to patient access including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS. 

• Critical thinking and analytical skills required to evaluate systems’ requirement and to develop methodologies and/or make recommendations to existing systems to maximize efficiency and performance. 

• Knowledge of generally accepted accounting principles with excellent mathematical and cash management skills. 

• Skill in completing assignments accurately with attention to detail. 

• Ability to inspire, influence and motivate team members both onsite and remotely in an ever-changing environment. 

• Ability to apply sound judgement and critical thinking to de-escalate issues to ensure service recovery is met. 

• Ability to plan, organize, measure, and integrate priorities and deadlines. 

• Ability to identify, analyze, and interpret complex data and resolve operational problems. 

• Ability to anticipate and react calmly in emergency situations. 

Any relevant education, certifications and/or work experience may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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