Supervisor, Patient Access Center - job 1 of 2

As a Supervisor at the Patient Access Center in Virginia Mason Franciscan Health, your responsibilities include overseeing the daily activities of patient access representatives, ensuring exceptional customer service, and efficient scheduling. You'll lead and mentor your team, monitor performance metrics, resolve escalated patient issues, and implement process improvements to enhance operational efficiency. Your role is essential in creating a high-performing environment that contributes to increased patient satisfaction.

To apply for the Supervisor position at Virginia Mason Franciscan Health, you need at least 3 years of leadership experience within a healthcare setting. Familiarity with financial operations in a clinic or hospital is essential, along with strong customer service and communication skills. A profound understanding of billing guidelines and regulations is also important. Preferred candidates will have prior supervisory experience, demonstrating their ability to manage a diverse staff.

The Patient Access Center Supervisor plays a crucial role in enhancing patient satisfaction at Virginia Mason Franciscan Health by ensuring that the team delivers exceptional customer service. You’ll resolve patient inquiries and complaints effectively, ensure accurate appointment scheduling and registration, and improve operational workflows through training and leadership. Your guidance and support for your team directly impact the overall patient experience.

Virginia Mason Franciscan Health offers robust training and development opportunities for Supervisors in the Patient Access Center. You will develop and deliver training programs for new hires and ongoing training for existing staff to maintain compliance with hospital policies. You’ll also keep your team updated on evolving procedures and technology, ensuring continuous professional growth and relevant skill enhancement.

As a Patient Access Center Supervisor at Virginia Mason Franciscan Health, you will enjoy comprehensive benefits including health, dental, and vision coverage, a flexible spending account, matching retirement plans, paid vacation, adoption assistance, and annual bonus eligibility. Additionally, there are opportunities for continuing education and the potential for relocation assistance, ensuring both your well-being and professional development are prioritized.

As a Patient Access Center Supervisor, effective team management in a fast-paced environment requires clear communication, prioritization of tasks, and regular feedback. I would hold daily briefings to align the team’s objectives with operational goals, encourage open dialogue to address challenges, and implement structured performance metrics to monitor progress and foster accountability among team members.

Certainly! In a previous role, a patient expressed frustration over a scheduling mistake. I took the time to listen to the patient's concerns, acknowledged the error, and promptly worked to reschedule their appointment at a convenient time. I ensured the patient felt valued and appreciated throughout the interaction, ultimately turning their experience into a positive one while maintaining proper documentation for future reference.

To enhance customer service, I would implement regular training sessions emphasizing empathy and active listening. Additionally, I’d encourage team members to share their customer service successes and challenges in team meetings, fostering a culture of learning. We’d also utilize feedback from patients to identify areas for improvement and adapt our processes accordingly.

In a busy call center setting, prioritization is critical. I would assess the urgency of tasks based on patient needs and business priorities. Utilizing a triage system ensures our team addresses high-priority issues first, while also maintaining a balance to meet operational goals. Regular check-ins help to reassess priorities throughout the day.

In my previous supervisory roles, I have implemented structured performance management systems, featuring regular one-on-one check-ins and metrics-based evaluations. I believe in providing constructive feedback, setting achievable goals, and recognizing achievements. My focus has always been on fostering an environment where team members feel supported in their growth and success.

Ensuring compliance starts with staying updated on relevant regulations. I would organize periodic training sessions to keep our team informed of changes. Additionally, I would establish clear protocols for procedures related to patient access and regularly review them to ensure adherence to guidelines. Regular audits would further support compliance efforts.

In my previous role, I noticed that appointment scheduling was causing delays. I led a project to streamline the scheduling process by implementing a new software tool that reduced redundant steps and incorporated patient preferences. The result was a 20% improvement in on-time appointment scheduling and higher patient satisfaction scores, demonstrating the positive impact of process optimization.

Performance issues are best addressed promptly and transparently. I would schedule a private meeting to discuss observations and gather their perspective. Together, we would identify the root causes and develop an actionable performance improvement plan tailored to their needs. Continuous support and regular follow-ups would be key to achieving success.

Collaboration is essential in a Patient Access Center as it leads to streamlined operations and better patient experiences. I would prioritize cross-departmental communication, encouraging team members to participate in joint meetings to tackle common issues and share best practices. Building strong relationships across departments fosters teamwork and enhances overall service delivery.

I am drawn to the Supervisor role at Virginia Mason Franciscan Health because it aligns with my passion for creating positive patient experiences. I appreciate the organization’s commitment to providing exceptional care in a collaborative environment. Additionally, the opportunity to mentor staff and implement service improvements excites me, as I believe that empowered teams lead to better patient outcomes.