Centralized Check-In Supervisor

The Centralized CheckIn department is responsible for signingin//checkingin/admitting patients for theirprocedures and/or appointments at the Center for Health and Healing and Beaverton campuses as well as anynew locations identified across OHSU Health in the future. If the patient has multiple procedures/appointments for that day on a given campus the centralized checkin process will allow the department to signin/check in/admit the patient for all care at one time. The Centralized CheckIn department is also responsible forkicking off patients event tracking and signaling so all care teams within the campus know where the patientis at in their care. Prior to signingin/admitting a patient the Centralized CheckIn department is responsiblefor helping to resolve any critical properly prepared patient items that have not yet been completed. Lastly theCentralized CheckIn department is responsible for greeting patients on specified floors within the campus toensure patients are in the right place for their initial/next episode of care.

The purpose of this position is to support the Oregon Health & Sciences University mission of providing highquality compassionate and respectful health care to our patients. The Centralized CheckIn Supervisor isresponsible for hiring training developing managing and evaluating all staff performing centralized checkinand greeting functions at the Center for Health and Healing and Beaverton campuses as well as any newlocations identified across OHSU Health in the future. The Centralized CheckIn Supervisor assurescompliance with departmental and OHSU quality and compliance standards patient confidentiality andperformance expectations. This position will work to maintain effective working relationships with patientsdepartments of Oregon Health & Sciences University and other internal and external customers. This positionis responsible for implementing/monitoring strategy improving business processes and managing operationsto ensure that internal and external customer service revenue cycle and financial goals are met.

This Supervisor interprets CMS bulletins insurance plan changes and feedback from Patient Business Services/University Professional Services to revise checkin policies and procedures. The supervisor is asubject matter and systems expert for problem solving and content development for Centralized CheckIn stafftraining. This position represents the Centralized CheckIn department in quality improvement projects andworks collaboratively with healthcare and school of medicine administrative and clinical leadership tostreamline workflows and improve our patient experience. Likewise the Centralized CheckIn Supervisor isresponsible for staff quality assurance to ensure accurate data collection and identify continuous qualityimprovement opportunities or staff training needs.

Personnel Management:

• Management and oversight of frontline checkin desk staff and operationsinclude but are not limited to planning/assigning of duties coordinating staffingschedules for multiple entry points across the building resolving staffing issuesand daytoday problem solving to meet customer and department serviceobjectives. Provides direct staff supervision and oversight of 15 PAS RevenueCycle centralized checkin staff at the Center for Health and Healing Beavertoncampuses and any other future identified campuses. Meets regularly with staffto direct and review work manage scheduling and attendance initiate employeegrowth and development plans engage with employee performance andconduct. Provide feedback and coaching and conduct progressive discipline asneeded. Ensures regular staff meetings and communications. This positionworks closely with the Centralized CheckIn Manager and the HR Business Partner on all matters related to employee and labor relations.
• Adjust staffing and reporting times to maximize personnel resources in order to meet department objectives and exceed customer service performance standards. Ensures optimal daily patient flow and allocation of resources to meet demand for services with available staff.
• Monitor staff activity for accuracy competency customer service skills effectiveness conformance to individual performance standards OHSU core competencies and compliance with Centralize CheckIn department and OHSU policies and procedures.
• Conduct initial and quarterly performance assessments. Develop corrective action plans as needed.
• Build and maintain a work environment that reflects a positive atmosphere high employee satisfaction and competence and a strong evidence of teamwork in which diversity is encouraged and honored.
• Encourage staff participation in planning decision making and problem solving.
• Monitor staff attendance use of TACS system and timekeeping practices.

Operations Management:

• The PAS Centralized CheckIn Supervisor ensures optimal daily patient flowand addresses patient care or service problems as necessary in multidisciplinary buildings operating under the centralized checkin and admissions patient flow model. Directs daytoday daily operations including planning/assigning dutiescoordinating staffing issues and daytoday problem solving while ensuring adequate staffing to meet customer and department service objectives. Addresses patient care or service problems as necessary by managing Support Services staff and functions which include Reception Scheduling of Patients and Scrubbing.
• The PAS Centralized CheckIn Supervisor is primarily responsible for the daytoday management of PAS Revenue Cycle staff who update patient demographics create or update patient insurance information signin checkin and admit patients schedule walkin appointments and transcribe orders. As such the PAS Centralized CheckIn Supervisor is responsible for maintaining knowledge and competency in Epic Cadence Epic Prelude and Epic Grand Central (ADT). Knowledge base and competency include but are not limited to:
  • Updating patient demographics
  • Creating and updating insurance
  • Completing insurance eligibility
  • Signingin patients
  • Checkingin patients
  • Admitting patients including Reservation creation and troubleshooting Admission and Discharge abnormalities
  • Transcribing lab orders xray orders and mammography orders
  • Scheduling walkin patients for Outpatient Lab Services
  • Scheduling walkin patients for Radiology Xray and Mammography
  • Understanding Managed Care Coordination standard work to ensure the remaining financial clearance elements are completed at point of service such as collections and NonCovered Care (NCCF) or Advanced Beneficiary Notice (ABN) forms signatures Understanding scheduling standard work
  • Understanding Surgery Scheduling standard work
  • Operational knowledge of clinical workflows that impact Centralized CheckIn and Admission standard work.
• Collaborates with the Centralized CheckIn Manager to lead process improvement initiatives daily management systems and daily readiness meetings with staff. Determines daily deployment of PAS staff and resources in response to daily patient visit throughout the Center for Health and Healing Beaverton campuses and any new locations identified in the future. Works with PAS staff to identify ways to increase efficiency and output. Makes recommendations to change or improve procedures or operations. Work with other clinic supervisors and managers to ensure efficient and effective clinic operations.
• Assist the Centralized CheckIn Manager with standard work development and employee work confirmations. Participate in reporting and measuring quality indicators to ensure that staff provide high quality customer service to both external and internal customers. Measures for staff include accuracy and volume of work performed prompt and professional communication efforts facetoface customer contact skills appropriate problem solving skills ability to learn and use available information technology standard complaint processing positive and respectful peer communications and relationships and skills in providing coverage for the departments internal service needs.
• This position will be called upon to investigate operational problems in the Centralized CheckIn environment.
• Maintain skills in signin checkin registration insurance requirements real time eligibility coverage discovery payor insurance verification websites Grand Central Cadence Prelude and cash collections/reconciliation. Serve as a subject matter expert in developing and enhancing training for all staff who perform these tasks.
• Be oncall as leadership operational support for all Centralized CheckIn on the weekends and working holidays and/or work on the weekends and working holidays as staffing operations requires in response to daily patient visits throughout the Center for Health and Healing and Beaverton campuses and any new locations identified in the future.
• Supports department performance in meeting identified goals and standards.
• Communicate directly with patients OHSU leadership internal physicians community physicians agency staff insurance representatives and others who have encountered difficulty in accessing healthcare at OHSU. Triage and resolve or forward patient complaints.
• Work collaboratively with Centralized CheckIn Manager to develop operational tactics to meet defined strategic goals. Identify and develop opportunities to enhance patient satisfaction employee satisfaction interdepartmental dependencies improve revenue reduce cost of operations and effectively utilize resources.
• Responsible for maintaining compliance with DNV CMS and other regulatory standards. Interprets Medicare and insurance policies to notify ambulatory departments and practice managers of updates and changes.
• Responsible to carry out job duties in an ethical effective and professional manner report potential compliance problems using the reporting process as outlined in the Code of Conduct model ethical and appropriate behavior that is in line with OHSUs culture professional standards compliance and personal integrity. Participate in compliance training programs. Understand and comply with the Code of Conduct OHSU and departmental policies and procedures applicable rules and regulations.

Education:

• Associates degree or equivalent education and experience.

Experience:

• Three years progressively responsible experience in a healthcare organization with demonstrated knowledge of frontline clerical experience in clinical setting with previous lead experience.
• Experience in customer service revenue cycle managed care registration and/or scheduling.

Job Related KnowledgeSkills and Abilities(Competencies):

• Demonstrated knowledge of health insurance Medicaid/Medicare and associated registration billing and registration requirements.
• Demonstrated effectiveness in personnel management including hiring work assignments performance assessment counseling and adherence to the terms of bargained contracts discipline and dismissal.
• Must have exceptional leadership and customer service experience and skills.
• Must be an effective communicator in both oral and written venues and be comfortable addressing performance deficiencies with staff.
• Must serve as a positive and professional role model.
• Must have a demonstrated record of reliable attendance punctuality and proven successful performance at past and present employers.
• Computer skills including Word PowerPoint Windows applications and use of database software Excel Visio OneNote etc.
• Must have strong process improvement skills with the ability to make complex decisions.
• Outcomes driven and has the ability to achieve results in a timely manner.
• Excellent verbal and written communication skills and the ability to develop concise communications.
• Superb organizational skills and strong customer service orientation and experience.
• Must be able to perform the essential functions of the position with or without accommodation.

Education:

• Bachelors degree or higher in related field

Experience:

• Two to five years management/supervisory experience in a healthcare setting.

Job Related KnowledgeSkills and Abilities(Competencies):

• Experience using Epic Grand Central (ADT) Epic Prelude and Epic Cadence
• Certified Healthcare Access Management (CHAM)

Typical work schedule is Monday Friday days but flexibility is necessary to support staffing Sundaythrough Saturday from 5:00am 8:00pm and other operational needs of the department balancing competing demands and priorities.