PAT SUPERVISOR - PATIENT ACCESS - HAMILTON - FT/DAYS

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Kettering Health Hamilton

• Kettering Health Hamilton, formerly Fort Hamilton Hospital, has been serving the Hamilton community for over 90 years.
• Leads the way to better health in the Butler County area, serving patients from Fairfield, Oxford, Cincinnati, Middletown and surrounding communities.
• KH Hamilton offerings include maternity, emergency, the most advanced wound healing in Butler County, and a range of outpatient services. 
• In 2020, KH Hamilton received an “A” from the Leapfrog Group, a national patient safety watchdog, ranking among the safest hospitals in the United States.
• Full-service, community hospital licensed for 203 beds. 
• In 2020, KH Hamilton received several awards from Healthgrades:
  • America’s 250 Best Hospitals (2018-2020)
  • America’s 100 Best Pulmonary Care (2018-2020)
  • Gastrointestinal Care Excellence Award (2020)

Job Summary
The Supervisor of Patient Access Services is to provide first line responsibility for day to day operation, providing superior quality, competitive value, outstanding customer service, and ensure most efficient processes are followed to meet regulatory requirements and to meet industry standards for Patient Access, along with meeting and exceeding goals established by KHN.

Job Requirements
Minimum Education
High School Diploma or equivalent required.
Minimum Work Experience
Previous 2-5 years experience in Patient Access or Healthcare industry within a hospital or physician office is required.
One year customer service experience preferred.
Required Skills
Demonstrates competency in working in teams and ability to effectively communicate at all levels.
Ability to work independently with minimal supervision.
Ability to work under pressure and handle multiple tasks simultaneously.
Proficiency in using computer software; i.e. EPIC, Excel , Microsoft Word and Email.

Essential Functions
-Responsive to coaching that corrects risky behaviors and applies learning to next situation.
-Holds self and others accountable for safety by ensuring appropriate procedures and guidelines are followed and by paying attention to detail.
-Responsive to feedback for improvement and demonstrates continued progress by improving competencies and skill development.
-Demonstrates appropriate judgment and thinking skills for situations.
-Emphasizes high level of patient satisfaction, being sensitive to all standards of performance and leadership core standards, and ensures staff lives up to this standard(monitors patients returned surveys).
-Responsible to maintain a competent, highly trained staff and ensure high level of accuracy and completeness from scheduling, pre-registration, financial clearance process, through discharge.
-Serves as a resource person in problem identification and solving and effectively interacts with ancillary departments, patients, physicians, patient financial services, and case management Supervises the multiple facets of Patient Access and their staff. Assists the Manager and Director in all duties as assigned and keeps the Manager and Director informed of any issues. The responsibility for this department is on a 24-hour basis.
-Reconciles daily, weekly and monthly patient access reports(i.e. daily census report, accuracy report, time and attendance, trending reports such as productivity and POSC) and submits reports to Manager and Director.
-Ensure sufficient staffing and other resources are available and scheduled to meet customer demands(Patients, Physicians, and ServiceLine leaders) .
-Ensure to meet industry standards for registration and POS collections.
-Ensures a strong presence within the department, ancillary departments, and or physicians related to the particular area of supervision. Plus, ensure strong communication exists between the other ancillary departments' leaders and you.
-Protocol and procedure implementation, along with communication with staff and Patient Access leadership to ensure new implementation processes are followed , tracked, and reach final implementation within the timeline assigned.
-Maintains KHN goals of scheduling, registration accuracy, insurance verification, pre-registration, pre- certification, up-front collections, and other healthcare industry standards or trends in which Patient Access metrics of measurement are based.
-Ensures training for new hires, new physicians, new ancillary leaders and retraining on any system upgrades or enhancements is completed within timeframe assigned.
New Hire / Annual Competencies
1. Review an account for quality and confirmation and can demonstrate the ability to update all aspects of a patient account
2. Assist patients with the completion of Financial Assistance Forms, HCAP Application and Medicaid Applications (if applicable)
3. Demonstrate knowledge of all compliance or legally required registration forms, consents, literature and documents
4. Employee demonstrates consistent Hand Hygiene practices.