FLSA Status

Job Role Summary

The Operations Supervisor, Patient Access Services is responsible for the daily operational, financial, clerical, and patient services necessary to maintain efficient flow of assigned service areas.  The Operations Supervisor oversees staffing in accordance with fluctuating workload and departmental requirements. The Operations Supervisor performs duties independently and demonstrates sound judgment and initiative in handling a variety of management issues. This position directly supervises the Team Leader, Patient Access Operations and other departmental personnel. 

Essential Functions and Responsibilities

Proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models the Eskenazi Pride Values of Professionalism, Respect, Innovation, Development, and Excellence:

• Assists the Operations Manager, Patient Access Services in planning, managing, and overall operations of the department; conducts ongoing analysis, development, quality improvement and implementation of methods and systems to improve efficiency and effectiveness of services and functions
• Creates a “customer centric” staff services area with emphasis on customer service and quick turnaround time to resolution of issues/problems
• Contributes to staff management and development: including, but not limited to hiring decisions, termination decisions, employee counseling, employee attendance management, performance evaluations, productivity and quality monitoring
• Focuses all operations resources appropriately on productivity and quality to meet identified departmental and hospital goals
• Provides subject matter expertise and “at elbow” training a minimum of 50% of time with Team Leaders and frontline staff on all aspects of areas of responsibility
• Participates directly in frontend and backend financial clearance processes including contacting outside agencies to assist with completion of requirements for payment approval
• Prioritizes departmental work to include work queues, registration errors, billing edits, etc. within the guidelines established by department 
• Accesses staff to work ratios and identifies and corrects any deficiencies with processes to promote synergy
• Participates in leadership meetings and projects to advocate for patients, help the department, and do what is in the best interest of the hospital
   

Job Requirements

Two (2) years of experience in registration operations and High School diploma or equivalent required; OR Accredited Associate's or Bachelor's degree.

• Certification in Healthcare Business Insights within 60 days of hire
• Possesses or completes HBI certification as a Patient Access Specialist within the probationary period

Knowledge, Skills & Abilities

• In depth knowledge of federal, state and regulatory laws, and of Eskenazi Health Services policies and procedures, and of Indiana State Department of Health regulations
• Microsoft Excel skills to include ability to build new worksheets, import data, sort data, use basic formulas, and pivot tables; Microsoft Word proficiency to write policies/procedures and correspondence; proficiency in Microsoft PowerPoint, Microsoft SharePoint and other programs designated and used by the organization
• Excellent oral and written communication skills with the ability to present information to groups of clinical and non-clinical staff
• Ability to lead, supervise and motivate personnel
• Excellent customer service skills
• High level of interpersonal, problem solving, and analytical skills