Billings Clinic Patient Access Supervisor - Bozeman in Billings, Montana
Patient Access Supervisors are responsible for coordinating and directing daily operations of the staff engaged in providing services in the clinic registration areas. Supervisors are responsible for providing leadership to the staff and directing the daily operations and work assignments coordinating with other department leads, nursing staff and physicians to accommodate patient flow and business needs. The Patient Access Supervisor participates in budgeting processes and performs human resource management functions to include interviewing, hiring, orientation and training, performance appraisals, coaching/counseling and mentoring, and disciplinary actions up to and including discharge as coordinated with the Patient Access Manager and Human Resources.
Essential Job Functions
Interprets, supports and models behaviors consistent with the mission and philosophy of Billings Clinic and department/service. Provides leadership and supervision to direct reporting staff, other leads, nursing staff, physicians and departments assisting with professional and technical job related issues, resolution of problems, issues or concerns that may arise from questions received from the staff while maintaining a focus on quality outcomes. Responsible for timely response to staff requests for assistance due to increased or high volumes. Performs human resource management functions to include interviewing, hiring, orientation/training, coaching/counseling on daily performance issues, performance reviews and disciplinary actions. Coordinates and facilitates peer interview processes. Responsible to ensure that 30-60-90 day reviews are productive and meaningful for new hires. Coordinates performance appraisal process to include initiates information gathering processes for performance reviews from peers and clinical department leadership, and delivery of the performance review. Assists and supports matrix management by communicating effectively and including clinical department managers in day-to-day changes in the area such as staffing, process improvement initiatives, etc. Works collaboratively with Billings Clinic Leadership in developing and nurturing teamwork in assigned areas as well as interdepartmentally within Billings Clinic with staff and other departments served. Works with Patient Access Manager and other Billings Clinic Leadership to achieve optimum scores on patient surveys. Responsible for daily rounding in all areas assigned. Ensures waiting areas are clean of trash and that old magazines are disposed of. Works collaboratively with other Patient Access Supervisors to ensure appropriate coverage levels in all registration/scheduling areas. Assesses assigned areas and ensures staff coverage for lunches and break s. Ensures staffing ratios are appropriate for volumes and either acquires additional assistance, covers the desk during peak times or flexes staff to another area in conjunction and coordination with other leads. Demonstrates complete technical job competence relative to registration and scheduling and all policies and procedures relating to these processes. Maintains proficiency by routinely working each of the areas under his/her Supervision. Utilizing policy, procedure and process assessment tools, ensures all registration and scheduling policies and procedures are adhered to in each assigned area on a monthly basis. Responsible for orientation/training of staff. Provides input to the Access Trainer regarding revisions to training materials and policies and procedures relating to the registration and scheduling processes. Communicates results to Patient Access Manager and educates areas/staff in proper protocol as indicated by assessment tool. Ensures adequate number of staff wi thin the assigned areas are cross-trained in all assigned departments for ease in moving staff from one area to the next.Maintains statistical information relative to assigned departments to include but not limited to the following. Information is communicated timely to Patient Access Manager and staff.Understands and utilizes performance improvement principles to assess and improve quality. Perform quality assurance and quality improvement activities. Participates in the development of written policies and procedures by seeking appropriate input from areas affected prior to implementation. Assists with roll out and implementation of new policies and procedures. Routinely seeks input from staff on implementation process to ensure operational effectiveness. Participates in overall planning for annual department budget and establishing goals and objectives including target timelines. Responsible for daily maintenance of KRONOS for assigned departments/staff. Identifies needs and sets goals for own growth and development; meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency environmental, employee or patient safety standards relevant to job performance and ensuring staff compliance. Performs other duties as assigned or needed to meet the needs of the department/organization.