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Call Center Supv - Central Scheduling
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| Facility |
HNMC |
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| Department |
Call Center |
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| Category |
Supv |
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| Primary Duties |
JOB PURPOSE & SUMMARY
Administrative/Supervisory Responsibilities: This position is responsible for supervising the daily operations of central scheduling. Provides staff training, coaching and support; issue identification, assessment and resolution; and technical support within the Central Scheduling Unit in order to achieve desired outcomes and compliance with Hospital policies/procedures and standards. Provides input to Manager in performance evaluations. Coordinates workflow for Central Call Center to ensure that operational and customer service standards are maintained. Works with patients, physicians, physician office staff, third party payers, and case management departments to secure hospital reimbursement and avoid authorization denials. May perform quality assurance reviews and analysis to support internal controls, monitor employee and departmental performance daily, and assist in staff development and retention. Maintains and keeps abreast of insurance requirement changes and shares knowledge with hospital staff as needed.
Pre-Service Responsibilities: The Supervisor also serves as a central scheduling representative. In this capacity, the representative obtains demographic, clinical, financial and insurance information during the process of making appointments for patient tests and procedures. Provides instructions to the patient on test preparation; prints and mails patient itineraries if lead time is sufficient. Validates medical necessity / Local/National Coverage Determinations (LCD/NCD) of requested cases to support clinical and financial clearance functions. Obtains and processes signed physician orders to ensure clinical documentation for care delivery as appropriate. Performs pre-registration activities and initiates, evaluates and responds to results of real-time eligibility verification. Completes benefit analysis, collects patient financial obligations and ensures that notification/certification are established for all payers.
Supports the Mission of Holy Name Medical Center.
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| Date of Listing |
9/17/12 |
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| Position Type |
Supv |
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| Schedule |
Full time |
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| Minimum Qualifications |
Minimum Licensure/Certification Required (if applicable):
High school diploma required. Associates Degree preferred
Certified Healthcare Access Associate (CHAA) credentials by the National Association of Healthcare Access Management (NAHAM) and/or Certified Patient Account Technician (CPAT) credentials by the American Association of Healthcare Administrative Management (AAHAM) are preferred
At least one-year supervisory experience in a healthcare provider and/or payer environment, with 3-5 years hospital scheduling, pre-registration, and/or insurance verification experience
Call Center experience of at least 1 year is preferred
Minimum Knowledge, Skills, and Abilities Required:
Proficient computer and data entry skills (35 minimum keystrokes per minute with high degree of accuracy) required. Microsoft Office (Power Point, Excel, Word) proficiency required. Must be able to navigate between multiple information systems as quickly and efficiently as possible
Working knowledge of medical terminology preferred
Excellent communication (verbal and written) and organizational abilities. Interpersonal skills are necessary in dealing with internal and external customers, including the ability to interpret customer requirements, recommend and take action to satisfy the customers needs
Accuracy, attention to detail and time management skills are required
Must be comfortable operating in a collaborative, shared leadership environment
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Holy Name Medical Center
Fluency in multiple languages is preferred. Fluency in English and at least one other language that meets the department requirements is preferred for this role, and allows Holy Name Medical Center to better serve their community and patient population
Duties & Responsibilities
Understanding and experience with hospital registration and operational functions including but not limited to:
Provide on-going guidance, mentoring, feedback and motivation to staff to ensure competent performance while adhering to department and hospital policies and procedures
Interview and recommend prospective candidates for open departmental positions
Recommend and/or make decisions in personnel related matters (performance review, disciplinary actions, and terminations). This includes monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to hospital policies and procedures
Minimize call escalation through effective coaching, support, supplemental training and understanding of hospital and departmental procedures to maximize utilization of resources
Creates, assigns and tracks individual, team and department goals in order to maximize performance levels
Monitors and adjusts staffing levels to ensure service levels are being met
Reviews processes, internal policies and procedures and initiates changes to ensure compliance and/or improve business processes through development and execution of special projects
Handle all escalated issues promptly and accurately using appropriate documentation and follow-up
Continually look for ways to improve teams performance by identifying and implementing work efficiencies through process improvement techniques
Acts as point of contact for escalated account issues or problems that occur in which other staff needs assistance including directly responding to escalated calls from customers and shares learning moments with others
Conduct quality monitoring calls
Prepares communication to inform staff of changes in policy, procedures and regulations
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| Apply Online |
Submit your resume to Holy Name Medical Center |
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  Kyleen is her name", said Sister Ann Crawley. "She said she'd got fever two years previously and she never could walk again." Kyleen lives 2 miles outside of the city of Milot, Haiti. She is one of Sister Ann's regular stops. |
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