Supervisor – Patient Access

Job Description

JOB SUMMARY :

The Supervisor – Patient Access accounts for the registration and scheduling operations for delivery of patient services. The Supervisor – Patient Access ensures smooth, courteous and efficient service for all patients and their families while responding to customer issues and concerns. S/he coordinates day-to-day activities associated with accurate and timely gathering of demographic, insurance, and financial information, verification of benefits, and collection of co-pays. The Supervisor – Patient Access  tracks ongoing performance indicators with regard to Patient Access metrics and quality initiatives.  Schedules and provides support, direction and training to staff.

KEY ROLE ACCOUNTABILITIES:

• Coordinates daily patient access and daily workflow activities which impact the quality and timeliness of scheduled services and the revenue cycle.
• Monitors various systems and administrative reports daily/weekly/monthly as assigned to ensure departmental quality standards are maintained.
• Develops and undertakes initiatives to monitor and assure accuracy and timeliness of all operational processes. 
• Reviews the Scheduling Call Center indicators to ensure appointment queues and work lists are completed, prior to the conclusion of business, each day.
• Assists the Manager in designing or updating operational process related to patient access practice.
• Supports in delivery of the revised processes to the staff.
• Promotes operational improvement through educational / training activities in collaboration with the departmental leadership.
• Ensures staff meet Finance Department cash collection targets.
• Reviews unbalanced deposits and reports cash collection issues to management.
• Collaborates with Financial Counselors on patient financial arrangements to ensure patient care is delivered with ease.
• Maintains the operational throughput and ensures staffing is adequate to meet operational requirements.
• Takes call-out notifications for staff and finds replacement coverage in timely manner.
• Ensures strong and positive patient experience practices are followed, including effective communications with staff, physicians, patients, patient families and other departments.
• Oversees Scheduling Coordinator activities to ensure Physician and Clinical templates are updated, including unforeseen events.
• Escalates scheduling administrative issues to designated leadership individuals.
• Implements the Ambulatory Affairs Appointment reminder process and monitors patient appointment compliance. 
• Ensures all scheduled patients are pre-registered prior to the service date.
• Performs regular rounding in clinical services to ensure operational needs are met and processed in a timely manner.
• Identifies, obtains, and efficiently utilizes clinic resources necessary to meet Ambulatory Affairs objectives including recommending budget amounts for operating expenses.
• Ensures all staff completes required training and education in advance of departmental deadlines. 
• Initiates annual staff reviews provides feedback on staff education, development and goals. 
• Implements quality performance and training for annual staff reviews. 
• Performs QA functions: Reviews accounts for accuracy, corrects (or delegate), documents and communicates issues to employees.
• Schedules staff so all areas are covered with no or limited OT.
• Acts as reference source for staff (Subject matter expert) in all registration functions (precert/auths/referrals; self-pay patients; patient liabilities; hospital/department policies/procedures.
• Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
• Adheres to and promotes Sidra’s Values
• Work is normally performed in an office and hospital environment
• No or very limited physical effort is required
• No or very little exposure to physical risk
• Might be required to walk long distances doing rounds

QUALIFICATIONS, EXPERIENCE AND SKILLS :

ESSENTIAL PREFERRED
Education Bachelor’s degree in Business Management or healthcare or other relevant field Master’s degree in business administration
Experience

4+ years of experience with 2+ years of progressive supervisory experience

• Experience in Customer Service functions in a multi-cultural organization
• Experience working in a Arab country, particularly the GCC

Certification and Licensure
Professional Membership
Job Specific Skills and Abilities

• Ability to learn the following applications and utilize on a daily basis:
• Biometric Application for patient identification Workflow
• Cerner Patient Management functions (Registration & Scheduling), 
• Radnet / Surginet 
• Powerchart Order Entry
• PACs, Document scanning into pacs
• Medical Necessity process
• Finance Payment System Workflows and receipting
• Scanning documents into the PEARL record
• Ad Hoc Transport request process
• SMS Appointment Reminder process
• Patient Portal Registration practices
• MOI Data Integration workflows 
• QNB Counterfeit bill process and equipment
• Successful completion of medical terminology testing
• Demonstrated ability to plan and schedule effectively
• Excellent communication skills
• Proficiency with Microsoft Office suite
• Fluency in written and spoken English

Bilingual ability in Arabic and English

Sidra Medicine a healthy population is essential to a strong, prosperous society, and throughout 2020, Sidra continued to provide uninterrupted comprehensive specialist healthcare services for children and young people; and exceptional maternity, gynecology, and reproductive medical services for women, previously unavailable in Qatar and the region.” – H.H Sheikha Moza bint Nasser, Chairperson of Qatar Foundation 
Sidra Medicine represents the vision of Her Highness Sheikha Moza bint Nasser who serves as its Chairperson. This high-tech facility is home to world-class patient care, scientific expertise, and educational resources.