Patient Access Supervisor - Remote

Description

Summary

Responsible for the day-to-day operations and supervision of the on-site and remote Patient Access Liaisons and Patient Care Specialists. The Patient Access Supervisor is responsible for enforcing policies and procedures, monitoring and reporting scheduling data by the department and staff. Ensures the proper patient experience protocols are followed, monitors in-basket pools, and clears any issues in various work queues assigned to Patient Access.   Consistently demonstrates a commitment to the organization's “In This Together” workplace values.

Due to operational needs, Patient Access Supervisors must reside in any of the following Texas metropolitan areas: El Paso, Laredo, Lubbock or San Antonio unless approved by Patient Access Management.

Essential Duties and Responsibilities

We Tend to the Team:  We recognize that we are a team, not simply a collection of individuals. We support, appreciate, respect, and trust each other.

• Fosters a team culture that values and encourages all forms of feedback.  
• Establishes and maintains a foundation of trust and respect that includes transparency, open, honest, frequent and on-time communication that includes but not limited to;
  • o Providing and documenting timely performance feedback
  • o Conducting recurring coaching, group or one-on-one meeting sessions
• Establishes and maintains positive and productive working relationships with all departments
• Ensures Patient Access Teams are informed and adhere to new information related to products, services, practices, procedures, patient needs, company-related updates and immediate changes or actions
• Supervises the day-to-day operations of the Patient Access Center Team to include but not limited to;
  • Ensuring adequate staffing is available to answer call volumes and other non-patient-facing communication methods
  • Ensuring assigned tasks are completed and with accuracy
    • EPIC work queues
    • Assigned checklist responsibilities
• Audits team-member calls and scheduled appointments to improve quality, patient experience technical accuracy, minimize errors, and track team-member performance. 

We Respect and Honor All People:  We are committed to a diverse and inclusive organization.

• Fosters a team culture that helps patients retain their dignity, respect, and privacy when delivering care to, include patient confidentiality and strong adherence to HIPAA regulations
•  Communicates with all people with respect, empathy, and non-judgment
• Flexes communication style to multiple cultural environments
• Thoughtfully works with internal and external customers and patients to resolve issues, including competing demands, sensitive situations, and conflicts with other groups
• Understands the diverse perspectives of others, respects their opinions and works with them to resolve differences 

We Jump In:  We collaborate and work as a team to get the work done.

• Documents performance issues as they arise; works with Patient Access Management and People Services to effectively address issues with team members as needed
• Collaborates with Patient Access Management to hire qualified individuals for Patient Access Center on-site and remote operations
• Monitors Patient Access Team’s performance routinely to ensure goals are met and supports training efforts to meet said goals 
• Audits Patient Access Team’s telephone, fax, chat, e-mail, web portal, online support systems, electronic medical record systems, and all other non-patient facing interactions to improve quality, patient experience, technical accuracy, minimize errors and track performance
• Facilitates on-site and remote staff meetings, development hours and training, including but not limited to;
  • Creating and delivering internal and external presentations
  • Creation of staff meeting and development hour meeting agendas, notes and follow-up actions
• Serves as the knowledgeable expert and information source for staff including as an escalation point for patient issues and questions
• Assist staff with complex and unpleasant patient situations requiring intervention
• Some travel may be required, with overnight stays
• Performs other duties as assigned by supervisor. 

We Try and We Learn:  We give our best effort and learn from our experience to do better.

• Promotes a culture that encourages team engagement, motivation, and a desire to grow within the organization
• Demonstrates the ability to master technical issues and learn new skills quickly.
• Participates in process improvement teams as assigned
• Accepts and readily adapts to changing priorities, new ideas, strategies, procedures, and methods.
• Fosters a team culture that values and encourages all forms of feedback
• Participates in trainings for own development, for new and revised processes and all service line offerings including but not limited to;
  • Abortion services and scheduling in legalized States
  • Family Planning
  • Primary Care
  • Research
  • Transgender Care
  • Vasectomy
  • Behavioral Health 

We Care for Our Business:  We value everyone’s contribution to our financial well-being and sustainability. We foster a culture of compliance to conduct business in an ethical and legal manner.

• Complies with all Planned Parenthood and regulatory policies, practices, standards and procedures
• Maintains thorough knowledge of Planned Parenthood Policies, Procedures, and Services relating to Patient Access operations
• Collaborates with Patient Access Management to identify and employ qualified individuals for operations
• Handles highly confidential information, sensitive matters, and document
• Adhere to all HIPAA guidelines and regulations as required by federal law and the organization’s policies
• Maintain confidentiality of all information at all times
• Maintain compliant and non-conformant audit records in tracking systems such as V-Comply
• Work up to 2-3 weekends per month and evening hours when and as needed
• Ensure compliance with all Planned Parenthood and regulatory policies, practices, procedures, and standards in Patient Access Center operations
• Maintain thorough knowledge of Planned Parenthood Policies and Procedures relating to Patient Access Center operations 
• Audit team-member calls and scheduled appointments routinely to improve quality and patient experience technical accuracy, minimize errors, and track team-member performance. 
• Provide the best in class customer service to internal and external customers
• Perform other duties as requested

We Return to Our Mission:  We stay motivated and dedicated to providing the highest quality care to those we serve.

•      Maintains a high level of commitment to Planned Parenthood’s mission and goals
•      Establishes positive and productive working relationships with all departments
•      Manages the Patient Access Center operations to ensure proper maintenance and adherence to high cleanliness and safety standards.
•      Prioritizes ways to re-connect and re-commit when challenges and stress cloud the connection to the organization's mission

Supervisory Responsibilities

•     Supervises Patient Access Liaisons, Patient Care Specialists, and other roles as needed

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Core Competencies: Strong Computer Skills, Empathy, Excellent Customer Service, Dependability, Diversity, Ethics, Initiative, Interpersonal Skills, Oral Communications, Organizational Support, Professionalism, Quality, Safety and security, Teamwork, Strong Written Communications

Additional Competencies: Adaptability –Analytical, Business Acumen, Adaptability, Conflict Management, Cost Consciousness, Delegation, Innovation, Judgment, Leadership, Managing People, Motivation, Planning/Organizing, Problem Solving, Project Management, Technical Skills

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required.

Education and Experience

•     High School/GED required. 3+ years of successful/proven experience supervising people in a call center environment is required, or 5+ years of successful/proven experience directly supervising people in a customer or patient-facing environment with a commitment to undertake further training and development.  

Language Skills

•     Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
•     Ability to write routine reports and correspondence.
•     Ability to speak effectively before groups of customers or employees of organization.
•  Prefer bilingual in Spanish/English

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, proportions, percentages.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Reasoning Ability

Ability to apply full understanding to carry out instructions furnished in written, oral, or diagram form. Ability to manage problems involving several concrete variables in standardization situations.

Computer Skills

Intermediate to Advanced knowledge and proven skills in creating and managing Microsoft Office, Excel Spreadsheets, Graphs, and PowerPoint presentations.

Intermediate to Advanced computer literacy, including but not limited to keyboarding with typing experience of 30+ wpm.

Electronic Medical Records (EMR) 

• EPIC – Highly preferred
• eCW – Preferred
• NexGen – Preferred

Other Skills, Abilities and Qualifications

•     Willingness to work 2-3 weekends per month and extended hours
•     Attention to detail

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the duties of this job, the employee remains in a stationary position during work shift; uses hands and fingers for substantial typing; wears phonetic headsets; positions self to install equipment, including under desks; occasionally moves boxes or equipment weighing up to 25 pounds; uses voice to speak during work shift; and hears via the auditory sense. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

While performing the duties of this job, most work is in an office environment setting.  Lighting and temperature are adequate.   The noise level in the work environment is usually moderate.

Remote Work & Home Office Requirements

• On a case-by-case basis, Employer will determine, with information supplied by the Employee and the manager, the appropriate equipment needs (including hardware, software, phone and data lines and other office equipment) for a Remote Work Scheduling arrangement.  Any equipment supplied by Employer will be maintained by Employer. Equipment supplied by Employee, if deemed appropriate by Employer, will be maintained by Employee.  Employer accepts no responsibility for damage or repairs to Employee-owned equipment.  Employer reserves the right to make determinations as to appropriate equipment, subject to change at any time. Any equipment supplied by Employer is to be used for business purposes only.  Employee will be required to sign an inventory of all Employer property received and agree to take appropriate action to protect the items from damage or theft.  Upon termination of employment, all Employer property will be returned to Employer, unless other arrangements have been made.
• Employee agrees to implement information security practices in their remote work location to protect Employer’s confidential and proprietary information, as directed by Employer, and will immediately alert their manager in writing if any such information is potentially compromised.
• Wi-Fi internet with at least a speed of at least 300 Mbps
• Designate a safe workspace to be approved by Employer for placement and installation of equipment; three (3) photos of the workspace must be submitted for approval to determine its suitability for remote work
• Workspace should be: safe and free of hazards and other dangers; free of background noise and distractions; private and out of earshot and visibility of non-employees; all Planned Parenthood materials, including equipment, should only be used by the Employee
• Employer reserves the right to make virtual or on-site visits (within 48 hours’ advance notice) to the remote work location/space to determine its suitability for remote work, determine that the site is safe and free from hazards, and to maintain, repair, inspect, or retrieve Employer-owned equipment, software, data or supplies
• Self-set-up/installation of computer equipment with remote technical support

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Qualifications

Planned Parenthood is an equal opportunity employer. We are dedicated to ensuring that all of

our decisions regarding all aspects of the employment relationship – including recruiting, hiring,

promotions, assignment, training, access to social and recreational programs, discharge,

compensation, benefits, and the terms, conditions, and privileges of employment – are in

accordance with our principles of equal opportunity. It is Planned Parenthood’s policy that, in

exercising our management responsibilities, we will not discriminate against teammates or

applicants on the basis of race, color, national origin, ethnicity, religion, age, sex, gender, marital

status, sexual orientation, gender identity, gender expression, genetic information, military

service, covered veteran status, physical or mental disability, pregnancy, childbirth, or related

medical conditions, political opinions or affiliations, or on the basis of any other status protected

by applicable federal, state, and/or local law. It is our objective to hire and promote individuals

who are qualified for positions by virtue of job-related considerations such as education,

knowledge, skills, training, and experience.