Supervisor Patient Access Services

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental Scope of Service and Provision of Care plans as applicable for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional ethical physical and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth dignity and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET Managing Up Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees experiential journeys to ensure strong communication ease of access to information and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organizations vision fulfills the mission and abides by the I CARE values

• Participates in management responsibilities of selection scheduling supervision retention and evaluation of employees in the department. Provides development and mentoring of staff. Ensures that all department staff are properly trained and comply with all policies and procedures. Assists with meeting or exceeding threshold goal for department turnover.

• Consults with department leadership on coaching/corrective counseling and staff performance to achieve desired outcomes. Conducts new hire feedback sessions and provides recognition/commendations as appropriate.

• Creates and maintains an environment of collaboration by role modeling teamwork within the department. Effectively interacts within and between departments ensuring seamless flow of information/communication. Role models clear and professional communication to facilitate problem resolution to achieve mutual understanding. Teaches others to critically think by verbally expressing rationale for decisions and follows up consistently.

• Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators.

• Oversees daily department operations schedule and activities. Sets priorities and functional standards giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.

• Organizes the workflow proactively problem solves anticipates needs and manages multiple ongoing priorities. Provides reports to management of needs issues to be addressed and all important information necessary to ensure department success. Serves and actively participates on various committees as directed.

• Communicates with patients family members physicians other hospital departments and/or any other outside parties to solve existing and/or potential problems related to patient access services processes.

• Ensures a safe and effective working environment; assists in monitoring and/or revising the department safety plan and/or any specific accreditation/regulatory agency required safety guidelines.

• Uses and optimizes information systems to enhance operations; participates in performance improvement and data management/analysis functions as directed.

• Employs a proactive approach in the optimization of positive outcomes by monitoring and improving the department workflow supporting peertopeer accountability and identifying solutions via collaboration. Role models situational awareness using teachable moments to improve safety. Participates in investigations as a result of the root cause analysis process as assigned by manager.

• Monitors self and ensures employee compliance with policies procedures and System HR Standards of Practice and performs associated actions upon noncompliance (i.e. focal point review requirements disaster plan inservices influenza immunization wage and hour standard hours timely termination submission timely timecard approval etc..

• Takes appropriate action/initiative to ensure that identified departmental goals and targets are met.

• Reconciles and audits patient data/registrations to ensure timely and accurate collection and recording of information.

• Assists in the management of essential and nonessential department expenditures to achieve financial target through optimization of productivity supply/resource efficiency minimizing incidental overtime and overtime percentage and other areas according to department specifications.

• Manages staffing needs including scheduling time off requests and time keeping.

• Contributes to the collection of data to support key metrics for Patient Access Services functions and generates relevant reports. Assists in the implementation of action plans that optimize revenue cycle operations.

• Implements change demonstrating the ability to motivate employees and follow through to ensure change in behavior has actually occurred. Supports Houston Methodist and department goals and vision. Identifies industry trends and implements innovative solutions for practice or workflow changes to improve department operations.

• Develops skills of team members and continually assists with improving competencies performance and outcomes. Fosters a positive and constructive teaching environment by engaging staff/team members in learning opportunities that are valuable and in alignment with business objectives. Conducts conversations with staff on their development and My Development Plan (MDP).

• Seeks opportunities to identify self developmental needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates MDP on an ongoing basis.

• High School diploma or equivalent education (examples include: GED verification of accredited homeschool equivalency enrollment or completion of postsecondary education etc.
  

• Associates degree preferred
  

• Four years of patient access services or related experience of which one year must have been in a lead/coordinator role in healthcare; may consider HM employee with four years of patient access services or related experience with HM performance that demonstrates leadership responsibility
  

• N/A

• Demonstrates the skills and competencies necessary to safely perform the assigned job determined through ongoing skills competency assessments and performance evaluations

• Sufficient proficiency in speaking reading and writing the English language necessary to perform the essential functions of this job especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate through a variety of channels with patients physicians family members and coworkers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message

• Demonstrates the ability to interact with others in a way that gives them confidence in ones intentions and those of the organization

• Demonstrates leadership qualities and critical thinking through selfdirection initiative effective interpersonal skills and oral/written communication skills

• Ability to identify and understand issues problems and opportunities; and recommend solutions

• Ability to work effectively in a fast paced environment

• Demonstrates flexibility and adaptability in the workplace

• Computer skills to include proficiency in MS Office and EMR software

• Functional knowledge of revenue cycle and managed care

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ONCALL*
*Note that employees may be required to be oncall during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area Yes

Houston Methodist (HM) is one of the nations leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital its flagship academic hospital in the heart of the Texas Medical Center and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute a comprehensive residency program a global business division numerous physician practices and several freestanding emergency rooms and outpatient facilities. Overall HM employs over 25000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

In 2019 Houston Methodist and its physicians treat more than 6333 international patients from more than 76 countries. Houston Methodist Global Health Care Services consulting and education divisions also provide advisory services and training and development to health care organizations around the world.