Objective/Overview: The Patient Services Supervisor supervises all of the Patient Services Representatives at CUHCC clinic in addition to student workers. The position is responsible for hiring, training and managing the Patient Service Representatives so that patients’ data is captured accurately and all types of patient-account related transactions are performed efficiently.
Reporting relationships: The position reports to the Clinic Manager
Essential Job Functions & Percentage of FTE for each: A. Manage daily front desk flow and operations to achieve production goals, quality outcomes, and other CUHCC goals (80%) 1. With Clinic Leadership, assist in determining the strategic direction and annual objectives for the Patient Services Department. 2. Hire, onboard, train, supervise, and manage Patient Service Representatives, students, and other personnel. Provide performance coaching and conduct annual performance evaluations. 3. Supervise daily activities of PSRs who are engaged in all aspects of “front end” of the patient’s visit at the clinic. Oversee these activities and tasks: o Scheduling o Check-in for appointments o Collect co-pays o Verify insurance and eligibility for programs o Obtain necessary documentation from client’s income statements, signatures. o Assist patients to apply for government benefits and/or services o Help patients apply for the sliding fee discount program. o Inform patients about their account status. o Inform patients about benefits related to their insurance plan. o Answer incoming phone calls o Update patient demographics 4. Ensure that the Patient Services Department meets its financial, productivity, and quality goals. 5. Lead regular team meetings and review departmental progress in meeting goals. 6. Build a culture of teamwork and cooperation. 7. Develop/update training protocols and policies and procedures. 8. Develop a monthly schedule for PSRs, students, and support staff that maximizes efficiency and ensures adequate coverage at all times. 9. Serve as a liaison between other staff members to collaborate on patient flow, operations, quality improvement, and special projects. 10. Conduct Performance reviews for supervisees 11. Manage flow for PSRs for maximum efficiency. 12. Collaborate with other managers and leaders at CUHCC/ U of M. 13. Generate and analyze reports (daily, weekly, monthly) to monitor productivity. 14. Assist with determining/building provider and patient schedules in the electronic health records systems. 15. Ensure that staff effectively utilizes the electronic health record and other software. 16. Act as an educator for other staff members re: data capture, registration. 17. Provide problem solving assistance for any patient question. 18. Recommend training and new service delivery strategies. 19. Respond to patient complaints about PSRs and patient check-in, registration and scheduling. 20. Track clinic-wide patient complaints, and complete required reporting. B. Design and implement procedures for Patient Check-in and Patient Administration (10%) 1. Write and update procedures as needed 2. Assist with registration/front desk flow for programs–ex: FPW/ SAGE/ MNSURE C. Compliance, Quality Assurance and Improvement (10 % FTE) 1. Participate on various quality improvement and/or other clinic committees to improve operations and quality. 2. Work to implement any quality initiatives in the PS Department. 3. Manage data collection, maintenance of logs and the documentation process in PS Department. 4. Ensure PS departments’ readiness for regulatory visits or surveys. 5. Keep abreast of regulations and changes in MNsure, sliding fee discount rules, and other regulations as they pertain to Patient Service Representatives’ duties.
All required qualifications must be documented on application materials.
Required Qualifications: -Bachelor’s Degree with at least 2 years of experience or a combination of related education and work experience to equal six years. -Related work experience in medical or hospital admissions setting. -Fluency in written and spoken English AND either Spanish, or Somali, or a SE Asian language. -Experience with data collection for all payer types including Medicare, Medicaid and commercial insurance companies. -Competent with diversity. -Superior communication skills. -Demonstration of strong team work skills. -Excellent customer service skills. -Experience and skill in interpreting data reports and analyzing statistical data. -Strong skills and experience in prioritizing tasks for a work group. -Proficient in computer applications: standard Microsoft Office.
Preferred Qualifications: -Supervision experience. -Experience with computerized practice management systems. -Experience in working with an organizational compliance program -Experience in a Community Health Center
Internal Number: 340439
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.