ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Supervisor of Ambulatory Access

REPORTS TO POSITION: Director of Ambulatory Access or Delegate

DEPARTMENT: Patient Access Services

DATE LAST REVIEWED: October 2024

OUR VISION: Creating Americas healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: Patient Access Services is a support services division of St Charles Health System. Patient Access serves as a liaison to inpatient and hospital-based outpatient departments. Ambulatory Access serves as a liaison to ambulatory outpatient departments by providing scheduling, registration, prior authorization, medical record, population health outreach, and project management support. We encourage collaboration between clinical and non-clinical staff to ensure we are providing our community with comprehensive and compassionate health care.

POSITION OVERVIEW: The Supervisor of Ambulatory Access will have direct oversight and responsibility for establishing best practice, standard work, and productivity targets for the Ambulatory Access staff. The Supervisor will oversee non-clinical functions including pre-registration, registration, scheduling, referrals and prior authorizations with the goal of ensuring standardized high-functioning practice within the Ambulatory Access department and across St Charles Health System ambulatory outpatient departments. The Supervisor helps to develop and implement policies, procedures and processes to ensure the highest quality services are provided to all customers.

The Supervisor will create and maintain strong, collaborative relationships with service line leadership regarding planning, training, and caregiver support to ensure best practice standard work followed, and a seamless patient experience provided. They must demonstrate outstanding customer service skills, relationship building ability, communication skills and strong leadership of assigned areas of oversight, to ensure St Charles Health System goals of; efficiency, quality, and caregiver and patient satisfaction are met. This position directly and indirectly supervises caregivers at multiple locations.

ESSENTIAL FUNCTIONS AND DUTIES:

Create, inspire, and support a department culture and leadership that embraces St. Charles Health Systems vision.Coach and lead staff to achieve and exceed the standards required to accomplish this. Continually evaluate and adjust the steps necessary to meet this vision and motivate staff to achieve this in their daily work. Foster an environment of open communication in support of St. Charles Health System ACTS of Excellence.

Supervise Ambulatory Access staff; interview, hire, assign and direct work, appraise staff performance, address complaints, and resolve issues that may arise, and act as a coach for department staff. Develop and maintain a high-performance team that meets organizational and department goals. Ensure that work is completed on time.

Provide leadership and management of Ambulatory Access staff, ensuring that department priorities are aligned with executive leadership and the System strategic and operating plan and objectives.

Responsible for the accuracy of the work performed within the Ambulatory Access department, ensuring weekly and monthly reports are submitted on time and show continued improvement.

Works with direction from the Director of Ambulatory Access to maintain scheduling and registration practices and protocols that support patient centered access to care, financial performance, and patient and caregiver satisfaction.

Develop and maintain scheduling, registration, prior authorization, and health information curriculum. Maintain and update all ambulatory access related policies and procedures. Conduct and/or schedule training for new staff regarding department procedures and service guidelines. Provide skills testing and evaluation to existing staff as needed. Ensure consistent distribution of educational material, information and updates on policies, procedures, and standard work.

Develop and maintain effective working relationships and communication channels with St Charles Health System managers, supervisors, and staff.

Attend appropriate health system and department team meetings to develop a strong positive working relationship and ensure consistent practices spread across all ambulatory outpatient sites.

Ensure service line scheduling, registration, prior authorization, and health information standards are compliant with regulatory guidelines, and state and federal requirements.

Monitor pertinent ambulatory access work queues to meet system targets. Work collaboratively with St Charles Health System department leadership in support of resolution strategies through registration accuracy.

Hires, directs, coaches and monitors the performance of all direct reports, to develop and maintain a high-performing team that meets organizational and department goals

Monitors and ensure all direct reports are current with compliance and safety requirements. Implements and manages all organizational safety directives and goals

Provides and oversees teams delivery of customer service in a manner that promotes goodwill, is timely, efficient and accurate.

Collaborates with teams to review processes and identify/implement opportunities for improvements, applying lean principles, concepts and tools. Functions as a champion of change.

Supports the vision, mission, and values of the organization in all respects.

Provides and maintains a safe environment for caregivers, patients, and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organizations corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION

Required: High School diploma or GED.

Preferred: Bachelors Degree.

LICENSURE/CERTIFICATION/REGISTRATION

Required: N/A

Preferred: Epic Patient Access certification.

EXPERIENCE

Required: Five (5) years applicable experience with progressive supervisory or team lead experience.

Preferred: Three (3) years patient access leadership in a medical group environment.

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Must have excellent communication and organizational skills with ability to interact with a diverse population and professionally represent St. Charles Health System with internal and external sources.

Must adapt quickly to frequent process changes and improvements.

Is reliable, engaged, and provides feedback as to improve processes and policies.

Attends all department, team, and company meetings as required.

Requires exceptional critical thinking and analytical skills with the ability to work under minimal supervision.

Requires strong communication, customer service interpersonal skills and telephone etiquette.

Ability to prioritize workflow according to pre-set instructions.

Strong teamwork and collaborative skills.

Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.

Ability to multi-task and work independently.

Attention to detail.

Performs basic math (add, subtract, multiply and divide) calculations.

Performs intermediate to advanced math (analysis, statistics, significant data or number manipulation).

Basic to intermediate ability and experience in computer applications, specifically electronic medical records system and MS Office.

May cover mutliple locations and specialities outside of home department.

Must have the ability to adapt to meet operational support needs at any SCHS location.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.

Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours:

Caregiver Type:

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