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Supervisor, Patient Access
BID−Needham is part of Beth Israel Lahey Health, a new health care system that brings together academic medical centers and teaching hospitals, community and specialty hospitals, more than 4,000 physicians and 35,000 employees in a shared mission to expand access to great care and advance the science and practice of medicine through groundbreaking research and education.
BID Needham has had a direct affiliation with Beth Israel Deaconess Medical Center since 2000, facilitating the clinical integration of staff and resources in emergency medicine, hospital medicine (hospitalists), cardiology, radiology, orthopaedics, pathology, as well as many surgical services and oncology housed in the Beth Israel Deaconess Cancer Center and Surgical Pavilion.Job Location: Needham, MA
Req ID: 40126BR
Job Summary: The Supervisor of Patient Access is responsible for the efficient operation of the Patient Access Department including overseeing the daily activities and workflow of staff. Supervisor prepares work schedules ensuring appropriate coverage is maintained at all times. Working with other department stakeholders, coordinates Patient Access activities to ensure all departments needs are met in the most efficient manner. Supervisor works closely with the Director on recommendations for process improvements and implementing change.
- Responsible for ensuring adequate staffing for the registration areas of Patient Access. Schedules and staffs to allow consistent and efficient workflow to minimize patient processing delays.
- Assures smooth functioning of registration areas. Ensures department outcomes meet and/or exceed industry standards for front-end cash collection, patient pre-registration and registration, admissions, eligibility verification, coordination of benefits, productivity and compliance.
- Reports clerical and computer issues originating from or related to the patient registration process that delays patient wait time or other hospital areas.
- Improves and maintains good communication among all staff to achieve the goals and objectives set forth for the office and the hospital.
- Is fully trained in all areas of the Patient Access Department and able to fill in, when needed, for any Patient Access position.
- Maintains interdepartmental communications and works with others to identify and solve any issues identified.
- Provides training and ongoing job development to all employees.
- Acts as a team member and responds in a positive manner to necessary changes, and assists department leadership with implementing change.
- Works collaboratively with all departments to support patient-centered care and customer-service performance goals.
- Assists in the orientation and training of new staff, either in the preceptor role or as requested.
- High School diploma or GED required.
- 1-3 years related work experience required in in a supervisory role in a healthcare setting with knowledge of admission registrations and third party billing required.
- Proven ability to build teamwork and foster a work culture of respectfulness.
- Ability to troubleshoot and resolve problems that arise impacting the patient experience or support provided to other departments.
- Knowledge of medical terminology.
- Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.
- Meditech experience
- Post high school education (certification or degree) in healthcare related or business field.
- Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
- Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
- Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
- Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
- Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
- Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
- Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
- Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.
Physical Nature of the Job:
Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus
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