Operations Supervisor, Patient Access Services / Connections , RN

Job Role Summary

JOB SUMMARY:

The Operations Supervisor, Patient Access Services – Connection, RN has 24-hour accountability with collaboration of the Operations Manager for the overall management and direction of all Connections’ platforms and departmental operations (includes, but are not limited to, clinical services, quality & regulatory readiness, financial and operational management, and the management/engagement of staff to achieve organizational goals). In collaboration with the Connections Manager, will also serve as a primary role in the facilitation and development of the department and all subsidiaries. This role is responsible for ensuring that service delivery and integrated care is managed in an efficient and methodical manner, which supports cost savings while holding the needs of the patient population at a high priority. This position ensures efficient, effective, and standardized operations in scheduling, patient referrals, process management & improvement, quality performance, customer-centric focus, HR management, and demographics collection including insurance capture and verification. This position develops and manages timelines, leads project planning, and coordinates deliverables in collaboration with external partners, while fostering a supportive environment for all staff. Proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach, and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health’s values of Professionalism, Respect, Innovation, Development, and Excellence.

Essential Job Functions

• Performs all necessary KRONOS payroll functions on time and ensures accurate timecards for all Connections’ staffing and acts as a secondary owner (behind Connections’ Manager)
• Contributes, prepares, and monitors the annual departmental operating budget, adherence to budget compliance, and implements direct expense reductions as necessary. This includes, but is not limited to, analyzing changes in production and developing action plans as required
• Provides business direction and constructive input to all aspects of departmental procedures, policies, and workflows used in practice to ensure adherence to departmental and organizational goals
• Assumes responsibility and ownership of escalated departmental related complaints associated with customer service accompanied by a full investigation and action plan if needed
• Active participant in Eskenazi Health interdisciplinary committees, task forces, and projects as required
• Monitors the success and efficiency of the Connections’ hospital activation and transfer system platform and ensures consistent collaboration among all associated stakeholders
• Interfaces with Eskenazi Health’s Information Services and Telecommunication departments and/or outside vendors to troubleshoot/resolve system and software problems
• Serves as a primary information liaison between Connections and internal Eskenazi Health departments, external hospitals, insurance companies, physician offices, and other entities (as applicable)
• Assumes responsibility and ownership of escalated departmental related complaints associated with customer service accompanied by a full investigation and action plan if needed
• Works in conjunction with the Care Transitions analyst team to create and implement procedures that will streamline departmental processes while communicating any changes to departmental staff
• Orders and maintains inventory of all departmental supplies
• Participates in the process of interviewing and performs independent hiring of new staff: works with leadership and/or Human Resources to hire, terminate, conduct performance evaluations, train, orient, implement disciplinary action.
• Maintains adequate levels of staffing and assures equitable scheduling of assigned employees in accordance with the approved staffing patterns and policies of the department
• Creates, maintains, and oversees staff schedules and manages the time off (PTO) process for areas of responsibility; schedules are to reflect at least 30 days in the future (or next two pay periods)
• Monitors productivity and proactively works to reduce departmental overtime hours utilized and increase departmental efficiency
• Meets with staff individually to discuss performance, accountability, and professional development plans
• Provides daily staffing updates to leadership and departmental staff members to ensure proper staff counts for the workday; task must be completed the first hour of Supervisor shift start
• Daily monitoring of departmental key performance indicators, departmental call data, individual staff daily metrics (this job function extends to weekly and monthly departmental data)
• Updates and maintains all departmental huddle boards and communicates performance statuses to all departmental staff
• Ensures that all EPIC work queues related to Connections’ departmental functions are monitored and cleared within the guidelines established by the department.

• Ensures accurate collection of demographic information, including insurance capture and verification. 

Job Requirements

• Registered Nurse with a Bachelor's degree in nursing is required; Master’s Degree preferred
• 5 years clinical experience plus 2 years of leadership experience/leading complex projects is required

• Current license or valid permit to practice professional nursing in state of Indiana required

• Maintains professional development through a variety of activities such as national certification, ongoing education, conferences, mentorship’s, teaching and participating in nursing organizations
• Requires bachelor’s degree (B.S.) with two years of progressively responsible experience or  two years of progressively responsible Patient Access or Revenue Cycle Services experience OR associate degree (A.S.) with three years of progressively responsible experience or  three years of progressively responsible Patient Access or Revenue Cycle Services experience
• HBI certification as a Patient Access Specialist and Indiana Navigator Certification required at hire or must be obtained within the probationary period
• HBI Revenue Cycle Leadership Certification required at hire or must be obtained within one year