Department: Orlando Health Medical Group - Spine Center

Status: Full-Time | 40 hours per week

Shift: Monday - Friday, 8am - 5pm

Title: Patient Access Supervisor

***Address of Practice: 3090 Caruso Ct.***

Position Summary

Assists the Manager, Patient Access to provide customer service to patients and meet the standard goals of patient access department activities.

All Inclusive Benefits (start day one)

Health/Dental/Vision/Life Insurance, Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Essential Functions
• Understands the importance Orlando Health places on providing exemplary customer service and performs job functions in a manner that
helps meet the department customer service goals.
• Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times.
• Identifies customer service issues and resolves or initiates necessary follow-up. Implements service recovery efforts as appropriate.
• Meets and exceed all performance standards and essential functions of each Patient Access Financial Counselor position.
• Demonstrates excellent verbal and written skills.
• Possesses ability to provide positive communication and coordination with all hospital departments to ensure positive patient access and
effective patient flow.
• Responsible for interviewing eligible job applicants and making hiring decisions.
• Oversees department training process.
• Responsible for implementation of new process improvement procedures.
• Addresses and resolves internal and external issues related to Patient Financial Services functions.
• Provides coaching, counseling and guidance to all team members.
• Responsible for conducting performance evaluations to include 90 Day Evaluations and Coaching Plans.
• Provides necessary involvement and feedback related to Incident Reports and Risk issues.
• Monitors and acts on Human Resource items including but not limited to FMLA, LOA, Master Change, Employee Incident Reports and
Worker’s Compensation issues.
• Coordinates with Information Services Security department to obtain access to appropriate menus and systems for team members.
• Performs the duties of a system super user.
• Participates in the creation and review of Patient Access policies and procedures.
• Creates reports, assembles information and interprets data related to department functions.
• Sets individual quality assurance goals for team members in conjunction with corporate Patient Access standards.
• Works with manager to set individual productivity goals and ensure equitable distribution of work load.
• Ensures appropriate department staffing levels to meet patient volume needs.
• Maintains responsibility for departmental operations on a 24 hour a day, seven days a week basis.
• Processes time off requests and has final approval of department work schedules.
• Performs timekeeper functions for department.
• Ensures team member compliance with all corporate education and recertification requirements.
• Ensures staff and department compliance with federal, state and hospital regulatory requirements related to compliance.
• Initiates and facilitates department staff meetings and attends other meetings as assigned.
• Maintain working knowledge of current ICD and CPT codes
• Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
• Able to maintain compliance with all Orlando Health policies and procedures.
• Able to maintain reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state
and local standards.

Education/Training

Associate degree in Healthcare Administration, Business, Finance or related field.

Two (2) years of directly relevant experience in the field of Healthcare Patient Financial Services may substitute for the Associate’s degree (in addition to the requirements listed in the Experience
section).

Must meet Corporate Organization and Development and Patient Financial Services annual educational requirements.

Licensure/Certification
None

Experience
Four (4) years of experience in a financial, business office, or customer service environment required. Proficient in MS Windows
environment. Proficiency in Microsoft Office applications required. One year (1) prior supervisory, lead or preceptor experience required.
Previous Patient Financial Services experience required.

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