POSITION DESCRIPTION

JOB TITLE & CODE:	Supervisor, Patient Access (60256)
DEPARTMENT:	Ambulatory Operations
REPORTS TO:	Manager
FLSA STATUS:	Exempt

POSITION SUMMARY:

Supervises and coordinates activities and employees related to all patient access processing including: registration, scheduling, insurance verification, of patients within West Virginia University Hospitals, Physician Office Center, University Town Centre, Fairmont Gateway, Cheat Lake, Suncrest Town Center, Pain Centers and Chestnut Ridge Hospital to ensure the financial viability of the clinical and business enterprise.

MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1.	High school diploma or equivalent.

PREFERRED QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1.	Associate’s degree or Bachelor’s degree preferred.
EXPERIENCE:
1.	Five years of Customer Service Experience
2.	Three years of experience in a healthcare setting
3.	Supervisory experience

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
1.	Supervises and coordinates activities related to registration, scheduling & coordination of appointments across the departments.
2.	Coordinates and supervises access processing for verification, notification and pre-certification to minimize payment denials.
3.	Provides daily supervision to staff to ensure prompt and courteous service to patients, visitors, physicians and co-workers.
4.	Monitors daily operations to help ensure adherence to documented administrative and departmental policies and procedures.
5.	Provides adequate staffing in all areas of the department.
6.	Provides coaching and counseling to staff based upon performance management principals.
7.	Identifies on-going continuing education needs of employees.
8.	Keeps staff informed of process, policy and other changes thorough presentations at regular staff meetings, face to face communication and e-mail correspondence.
9.	Maintains current knowledge of third party payor and managed care requirements.
10.	Monitors collection and distribution of patient demographic and financial data based on comprehensive data elements to ensure accuracy and compliance with policies and procedures.
11.	Gathers statistics, completes reports and performs other duties as scheduled or requested.
12.	Communicates status of daily operations to Manager or Director as well as communicate problems hindering workflow to Manager or Director in a timely manner.
13.	Handles patient/family or staff complaints, investigates complaint and makes recommendations on appropriate resolution.
14.	Efficiently and assertively coordinates resolution of problems with other departments as monitored by Manager or Director.
15.	Organizes and executes daily tasks in appropriate priority to achieve optimal productivity, accountability and efficiency.
16.	Maintains functional knowledge of operational areas and is able to step into staffing as needed.
17.	Ensures that patient satisfaction is being met and reported to Manager or Director any issues.
18.	Monitors daily phone and registration reports to identify accounts that need resolution along with maintaining registration accuracy threshold of 95% as identified in audit processing.
19.	Assists with annual budget process.
20.	Participates and completes the registrations for patients as requested in the WVU Health expo, WVUH Children’s hospital fairs, and other departmental and system wide events.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.	Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping and feeling are necessary body movements utilized in performing duties throughout the work shift.
2.	Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment.
3.	Must have reading and comprehension ability and visual acuity must be within in normal range.
4.	Must be able to exert in excess of 50 pounds of force occasionally to move patients or objects.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.	Office type environment.
2.	Patient care environment.

SKILLS AND ABILITIES:
1.	Knowledge will include at minimum, all aspect of payer relations, claims adjudication, contractual claims processing and general reimbursement procedures including knowledge of revenue cycle operations, third party reimbursement along with local/state/federal regulations and medical terminology.
2.	Projects a mature problem-solving attitude while dealing with interpersonal conflict, dissatisfied patients and time demands. Demonstrates the ability to assertively pursue necessary information and to function independently to secure resolution on staff and patient issues.
3.	Uses excellent customer service, telephone etiquette, written and oral communication skills.

Date Reviewed/Revised: July 2017