Supervisor, Patient Access Center - job 2 of 2

Overview

Virginia Mason Franciscan Health brings together two award-winning health systems in Washington state  CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington, our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers. At Virginia Mason Franciscan Health, you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region.  While you’re busy impacting the healthcare industry, we’ll take care of you with benefits that include health/dental/vision, FSA, matching retirement plans, paid vacation, adoption assistance, annual bonus eligibility, and more!

Responsibilities

We are seeking a motivated and experienced Patient Access Center Supervisor to oversee our call center operations in Seattle, WA. The successful candidate will be responsible for supervising the daily activities of our patient access representatives, ensuring excellent customer service, efficient scheduling, and accurate patient registration processes. The Patient Access Center Supervisor will play a key role in enhancing patient satisfaction and streamlining call center operations.

Key Responsibilities:

• Team Supervision:

  • Lead, mentor, and supervise a team of patient access representatives, providing guidance and support to ensure high performance and professional development.
  • Conduct regular team meetings to communicate updates, address concerns, and reinforce policies and procedures.

• Performance Management:

  • Monitor and evaluate team performance against established metrics and KPIs, providing regular feedback and implementing performance improvement plans as needed.
  • Conduct regular performance reviews and address any disciplinary issues promptly.

• Customer Service:

  • Ensure patient access representatives provide exceptional customer service, handling patient inquiries, appointment scheduling, and registration with accuracy and empathy.
  • Resolve escalated patient issues and complaints, ensuring timely and satisfactory resolutions.

• Operational Efficiency:

  • Oversee the daily operations of the call center, ensuring adequate staffing levels and efficient workflow.
  • Implement process improvements to enhance the efficiency and effectiveness of call center operations.

• Training and Development:

  • Develop and deliver training programs for new hires and ongoing training for existing staff to ensure compliance with hospital policies and procedures.
  • Keep the team updated on any changes in procedures, technology, or regulatory requirements.

• Reporting and Analysis:

  • Prepare and analyze reports on call center performance, identifying trends and areas for improvement.
  • Provide regular updates to the Patient Access Center Manager on team performance and operational issues.

• Collaboration:

  • Collaborate with other departments to ensure seamless patient access and resolve any interdepartmental issues.
  • Participate in cross-functional meetings and projects to improve patient access services.

As a key member of our leadership team, you will help to continually develop the results-driven initiatives that define our success and are transforming healthcare. This position provides supervision for the daily operations of the Referral Management and Access Center for Virginia Mason Medical Center. Assists in developing departmental policies and procedures in the revenue cycle. Ensures compliance with all federal, state and local statutes and regulations, as well as all third party payer policies. 

"We deliver inspired people to do meaningful work."

Qualifications

• This position requires 3 years increasingly responsible leadership experience, preferably in a progressive healthcare setting.
• Experience in a Clinic/Hospital financial business operation. - Demonstrated customer service, written and verbal communications skills and the ability to manage a diverse staff model.
• Extensive knowledge billing guidelines, and Federal and State billing regulations. Preferred: Previous supervisory experience is preferred.
• Virginia Mason offers much more than competitive compensation and benefits. With continuing education opportunities and the added potential of relocation assistance, you will find our commitment to your well-being is both rewarding and refreshing. There is also the lifestyle benefit that comes with finding yourself in the heart of the Pacific Northwest. Surrounded by the vibrancy and sophistication of one of the most livable cities in the country, finding the perfect urban or outdoor pursuit will instinctively and pleasurablybecome second nature.

We are an equal opportunity/affirmative action employer.