Department/Unit:

Patient Engagement Center

Work Shift:

Day (United States of America)

Salary Range:

$59,066.00 - $88,599.00

The Supervisor, Pre-Service – Patient Engagement Center is responsible for oversight of daily operations for the scheduling and registration and/or authorization management of the Patient Engagement Center. This includes but is not limited to appointment scheduling, eligibility verification, pre-registration, authorization and financial clearance needs for Practice and Hospital Outpatient Services. Ensuring smooth workflows and daily assurance of meeting the daily targets and expectations of timely scheduling and authorization/financial clearing meet our patients and provider expectations. Identify and escalates issues impeding ability to meet daily and weekly targets and expectations.


Additionally, the Supervisor, Pre-Service will be responsible for scheduling for appropriate coverage, break and meal breaks. Management of staff including but not limited to approval of personal leave or combined leave time and tracking of FMLA, weekly sign-off of KRONOs, monitoring of lateness and unscheduled absences and escalating of performance issues to manager.

Essential Duties & Responsibilities, including but not limited to:

• Daily oversight of the scheduling and/or authorization management for Physician and Outpatient Hospital Services – to ensure key performance indicators of Contact Center Management are met. 
• Assist in the cross-training of Pre-Service Specialist, to support the adjustment of staffing as POD Scheduling warrants.
• Will be primary subject matter expert in the respective POD(s) of direct oversight; will have responsibility to cross-cover of any aspect of the Patient Engagement Center
• Assist in the development and maintenance of policy and procedure; training manuals and resources to ensure staff are educated and have available material needed to be successful
• Attends Clinic Check-in calls to collaborate and share opportunities for improvement and stay abreast of Clinic changes regarding Provider changes; process or scheduling changes.
• Ensures Specialty Templates and Decision Trees are accurate and escalate changes to manager as identified.
• Interacts frequently with physicians and physician office staff to ensure patient’s services are financially cleared and are performed in the appropriate environment of care and are meeting expectation of our Patient Engagement Center customers.
• Stays abreast of payer and regulatory requirements pertaining to authorization requirements for services; ensures staff education and resource are updated accordingly.
• Utilizes LEAN principles including Daily Huddle for improvement of process and strong communication to team. Maintains a thorough understanding of insurance health plan products, including out of network; changes and educate staff accordingly.

Required Qualifications

Education:

• Associate’s degree

Licensure, Certification & Registration:

• CHAA (required within 1 year of hire)
• Learning Partner Module
• Leadership Module

Experience:

• 3 – 5 years Hospital Billing and Registration experience – Physician’s office preferred; 5 -7 years’ experience absent an associate degree
• Strong knowledge of Billing and Registration regulatory requirements
• Supervisory experience; Demonstrated Leadership success

Thank you for your interest in Albany Med Health System!​

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.