Supervisor of Patient Access – Brooklyn

Job Responsibilities:

ORGANIZATIONAL AWARENESS GOALS, MISSION STRATEGIC THINKING 

• Utilizes NYU Langone Health and Patient Access standards, policies, and procedures to facilitate decisions for areas of responsibility. 
• Understands and coordinates efforts to achieve annual departmental goals and objectives. 
• Ensures goals, ongoing achievements, and improvement plans are understood by staff. 
• Ensures consistent compliance with organizational, departmental, and external policies, procedures, and standards.

MANAGE DAILY OPERATIONS, STAFF SUPERVISION 

• Coordinates the workflow and daily operations of registration area(s) (e.g., inpatient admissions, outpatient, or emergency departments.) 
• Ensures data integrity by maintaining an organized and accurate record keeping system (including monthly posted schedules, timecards, and yearly attendance cards.) 
• Obtains feedback from employees to ensure assignments are understood and allows for individual initiative. 
• Monitors assigned staff to ensure expected outcomes are met in a safe, timely, and effective manner. 
• Serves as a resource to staff on issues of registration and at time of service collection; facilitates insurance guidelines and regulatory requirements. 
• Maintains business oversight to ensure continued operations in a 24/7 department.

QUALITY OUTCOMES, DATA PROCESSING, PROCESS IMPROVEMENT 

• Conducts quality audits and counsels staff to improve performance as needed. 
• Regularly audits Patient Access staff’s tasks for completeness and accuracy. 
• Collects and analyzes audit results and data to improve performance quality. 
• Suggests and implements improvements in the productivity, efficiency, and effectiveness of work unit. 
• Prepares timely reports and maintains statistical records.

RESOURCES EFFICIENCY, SUPPLIES, PAYROLL COST CONTROL 

• Participates in cost control activities by seeking the most effective method of delivering services. 
• Maintains an awareness of the cost impact of decisions and actions. 
• Prepares accurate weekly time sheet for timely submission. 
• Allocates resources appropriately so that tasks are accomplished effectively and efficiently. 
• Evaluates practices and identifies areas of excessive materials and/or costs. 
• Arranges work schedules to remain within budget and authorized expenditures.
• Ensures supplies are used effectively, efficiently, and in an organized manner, which may require some lifting. 
• Ensures department equipment and inventory is secure, well maintained, and effective for required tasks.

STAFF SCHEDULING, HIRING, TRAINING 

• Implements workflows, plans, staff responsibilities, and schedules for shifts and registration areas.
• Monitors staff records to ascertain possible problems in absenteeism or productivity. Communicates these in a timely manner to involved employees and management. 
• Interviews prospective employees and recommends staff hiring and promotions. 
• Ensures all newly hired staff are provided with appropriate training (department orientation manual, complete skills checklist).
• Trains, evaluates, and documents staff performance.
• Attends all departmental in-services and staff meetings. 
• Ensures staff complies with required in-services and organizational competencies. 
• Provides offsite monitoring support to the department.

PERFORMANCE EVALUATION 

• Conducts performance reviews in accordance with personnel and departmental guidelines and procedures. 
• Uses key performance indicators to manage operations and continuous performance improvement efforts. 
• Prepares and assigns preparation of reports for area of responsibility. 
• Offers staff timely and effective guidance for improving efficiency, accuracy, customer service, and related aspects of performance. 
• Initiates progressive discipline under the guidance of the manager and department leadership, in coordination as needed with Human Resources/Employee Relations.
• Approaches the performance review process constructively and conducts it in accordance with personnel and departmental guidelines and procedures. 

JUDGMENT, DECISION MAKING, KNOWLEDGE 

• Demonstrates effective critical thinking, independent problem solving, and decision making skills. 
• Makes timely and thoughtful decisions based on substantial data. 
• Maintains current knowledge of registration/intake processes, systems, regulatory, and payer issues. 

COMMUNICATION, TEAMWORK, CUSTOMER SERVICE

• Ensures and advocates excellence in customer service values. 
• Provides ongoing staff support and education to promote customer service skills.
• Ensures and monitors that all staff demonstrate excellent customer service when assisting patients, physicians, visitors, and hospital staff. 
• Communicates and works with physicians, physician office personnel, associates, service line leadership, and others in order to expedite optimal processes and outcomes. 
• Provides leadership through effective communication guidance, feedback, and delegation. 
• Recognizes and acknowledges excellent performance.
• Encourages and motivates staff in continuous performance improvement efforts and excellence. 
• Meets with staff of other departments as needed to promote improvements in communication, teamwork, and registration. 
• Communicates issues, initiatives, and trends that require administrative action to department leadership.
• Promotes a strong productive team environment; is a role model; creates a team climate characterized by honesty, trust, and open communication.