Supervisor Patient Access
Loyola University Health System

Job Info

---

Employment Type:
Full time
Shift:

Description:
Under the supervision of the Manager, the supervisor coordinates and maintains daily operational activities, including supervision of patient access partners and team leads to promote efficiency, optimal customer service and adherence to performance metrics. Establishes and maintains partnerships by
regularly collaborating with our clinical partners to achieve aligned goals. Responsible for staff adherence to system policies and procedures as well as budgetary monitoring and ensuring operational activity. The Patient Access Center is comprised of, Switchboard Operations, Physician Answering
Service, Appointment Scheduling, and Physician Referral. Problem solving, quality monitoring and a strong customer service ethic are essential skills needed for the position of supervisor.
DAILY OPERATION: Maintains appropriate staffing/schedules to ensure
efficient call handling and consistently meet/exceed performance
metrics. Monitors and maintains statistical and productivity audits and
reports on a daily, monthly and quarterly basis. Establishes daily
operating procedures with manager. Reviews/tracks
attendance/performance and maintains all personnel records.
Coordinates daily shift briefings to relay pertinent updates to staff.
Advises management team of irregularities and take appropriate action
when needed. Makes recommendation to senior management to improve
operations and identify ongoing needs of the business.

STAFF DEVELOPMENT: Recruits and hires team leaders and patient access
partners and assists in the recruitment of clinical staff. Implement initial
and reoccurring training. Motivates and monitors performance and
provides developmental feedback. Observes and monitors staff both
through one-on-one observation and "secret" monitoring on a regular
basis. Ensure that each staff member meets quality standards and
requirements by achieving a 95% or higher on quality assurance scores.
Counsel partner's and team lead's and initiate disciplinary action when
appropriate.

SUPPORT SERVICES: Provides on-call/call-back coverage to staff.
Responds and resolves external/internal customer issues in a
multi-faceted environment. Establishes departmental strategic goals with
manager. Provides input to manager for preparation of budget. Oversees
Marketing and other department's event registration process. Prepares
and maintains monthly crystal reports to track physician answering
service message volume for each physician.

DATABASE MAINTENANCE: Delegates processing of Faculty and Staff
information changes for LUHS intranet. Develops and maintains data for
over 600 attendings, fellows, resident and staff profile information and
manages Web-On-call database for physician medical information.

EMERGENCY PROCEDURES/PREPAREDNESS: Oversees implementation of
emergency procedures and take appropriate action in the event of irregularities. Coordinates notification process in the event of an actual disaster or disaster drill and relays pertinent information to the appropriate individuals.

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.

This job has expired.