Supervisor, Patient Access Center - job 2 of 2

As a Supervisor in the Patient Access Center at Virginia Mason Franciscan Health, you will oversee the daily activities of patient access representatives, focusing on exceptional customer service and efficient operations. Your key responsibilities include team supervision, performance management, customer service excellence, training and development, and operational efficiency. You will also prepare reports analyzing call center performance and collaborate with other departments to resolve any issues.

To be successful as a Supervisor in the Patient Access Center at Virginia Mason Franciscan Health, you should have at least 3 years of increasingly responsible leadership experience, preferably in a healthcare setting, along with extensive knowledge of billing guidelines and federal/state regulations. Strong customer service skills, and verbal and written communication abilities are also essential, along with preferred previous supervisory experience.

Virginia Mason Franciscan Health offers a supportive environment with competitive compensation and a comprehensive benefits package for Supervisors in the Patient Access Center. You'll enjoy health, dental, and vision coverage, retirement plan match, paid vacation, adoption assistance, and opportunities for continuing education and career development, along with the beautiful lifestyle in the Pacific Northwest.

The focus of the Patient Access Center Supervisor's role is to lead and support the team of patient access representatives, ensure quality service, and enhance patient satisfaction. By implementing efficient processes and fostering a positive environment, you'll directly impact the patient experience while overseeing operations and collaboration across departments.

Supervisors in the Patient Access Center at Virginia Mason Franciscan Health can expect various growth opportunities, including leadership positions, specialized roles within patient access, and chances for ongoing education. The organization is committed to developing its employees and offers a rewarding pathway for continued advancement in your healthcare career.

When managing a diverse team as a Supervisor in the Patient Access Center, it's important to recognize each member's unique strengths and perspectives. Foster an inclusive environment by encouraging open communication and collaboration. Regular team meetings can help address concerns and share updates, making everyone feel valued and understood.

As a Supervisor at Virginia Mason Franciscan Health, I'd first listen attentively to the patient's concern, demonstrating empathy and understanding. Then, I'd assure them that I'd take their issue seriously and work towards a resolution. Following up to confirm their satisfaction after resolving their issue would be essential as it enhances trust and patient satisfaction.

To improve call center efficiency, I would analyze current workflows, identify bottlenecks, and implement process improvements accordingly. This could include training staff on best practices, utilizing technology for tracking inquiries, and ensuring adequate staffing to meet demand, all while maintaining high levels of customer service.

Prioritizing team development means regularly investing in training initiatives, mentoring sessions, and providing constructive feedback. As a Supervisor, I'd ensure that each representative has a growth plan tailored to their strengths and areas for improvement, fostering a culture of continuous learning in the Patient Access Center.

I have significant experience in performance management through my previous roles, where I monitored key performance indicators and implemented performance improvement plans as necessary. Conducting regular reviews and open discussions with the team helped me provide helpful feedback and address any disciplinary issues effectively.

Adapting to changes in hospital policies and procedures is crucial in a healthcare environment. I would ensure to stay updated on all changes, proactively communicate them to the team, and provide the necessary training. Keeping the team informed and involved in adapting to these changes is key to maintaining workflow and compliance.

To ensure compliance with regulatory requirements, I would stay informed about local and federal laws affecting the Patient Access Center's operations. I would implement regular audits, maintain proper documentation, and provide ongoing training to the team to uphold these standards systematically.

Communication is fundamental to my management style. I believe that open, honest communication fosters a healthy team environment and ensures everyone is on the same page regarding goals and procedures. I regularly conduct team meetings to discuss updates, encourage feedback, and address any concerns that arise quickly.

Certainly! In a previous role, I initiated a feedback system where we collected patient suggestions and complaints. Based on the data, we developed action plans for common issues like wait times and staff responsiveness, which ultimately resulted in a significant increase in patient satisfaction ratings.

I employ a variety of methods to motivate my team, including recognizing individual achievements, fostering a collaborative environment, and setting clear, attainable goals. Regularly appreciating their hard work and providing growth opportunities contributes to a positive, motivated team culture within the Patient Access Center.