Centralized Check-In Supervisor - Oregon Health & Science University

Department Overview:

The Centralized Check-In department is responsible for signing-in//checking-in/admitting patients for their procedures and/or appointments at the Center for Health and Healing and Beaverton campuses as well as any new locations identified across OHSU Health in the future. If the patient has multiple procedures/appointments for that day, on a given campus, the centralized check-in process will allow the department to sign-in/check- in/admit the patient for all care at one time. The Centralized Check-In department is also responsible for kicking off patients’ event tracking and signaling so all care teams within the campus know where the patient is at in their care. Prior to signing-in/admitting a patient, the Centralized Check-In department is responsible for helping to resolve any critical properly prepared patient items that have not yet been completed. Lastly, the Centralized Check-In department is responsible for greeting patients on specified floors within the campus to ensure 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 high quality, compassionate, and respectful health care to our patients. The Centralized Check-In Supervisor is responsible for hiring, training, developing, managing, and evaluating all staff performing centralized check-in and greeting functions at the Center for Health and Healing and Beaverton campuses as well as any new locations identified across OHSU Health in the future. The Centralized Check-In Supervisor assures compliance with departmental and OHSU quality and compliance standards, patient confidentiality, and performance expectations. This position will work to maintain effective working relationships with patients, departments of Oregon Health & Sciences University, and other internal and external customers. This position is responsible for implementing/monitoring strategy, improving business processes and managing operations to 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 check-in policies and procedures. The supervisor is a subject matter and systems expert for problem solving and content development for Centralized Check-In staff training. This position represents the Centralized Check-In department in quality improvement projects, and works collaboratively with healthcare and school of medicine administrative and clinical leadership to streamline workflows and improve our patient experience. Likewise the Centralized Check-In Supervisor is responsible for staff quality assurance to ensure accurate data collection and identify continuous quality improvement opportunities or staff training needs.

Function/Duties of Position:

Personnel Management:

• Management and oversight of front-line check-in desk staff and operations include but are not limited to planning/assigning of duties, coordinating staffing schedules for multiple entry points across the building, resolving staffing issues, and day-to-day problem solving to meet customer and department service objectives. Provides direct staff supervision and oversight of 15+ PAS Revenue Cycle centralized check-in staff at the Center for Health and Healing, Beaverton campuses, and any other future identified campuses. Meets regularly with staff to direct and review work, manage scheduling and attendance, initiate employee growth and development plans, engage with employee performance, and conduct. Provide feedback and coaching, and conduct progressive discipline as needed. Ensures regular staff meetings and communications. This position works closely with the Centralized Check-In 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 Check-In 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 Check-In Supervisor ensures optimal daily patient flow and addresses patient care or service problems as necessary in multi-disciplinary buildings operating under the centralized check-in and admissions patient flow model. Directs day-to-day daily operations, including planning/assigning duties, coordinating staffing issues and day-to-day 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 Check-In Supervisor is primarily responsible for the day-to-day management of PAS Revenue Cycle staff who update patient demographics, create or update patient insurance information, sign-in, check-in and admit patients, schedule walk-in appointments, and transcribe orders. As such, the PAS Centralized Check-In 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
  • Signing-in patients
  • Checking-in patients
  • Admitting patients, including Reservation creation and troubleshooting Admission and Discharge abnormalities
  • Transcribing lab orders, x-ray orders, and mammography orders
  • Scheduling walk-in patients for Outpatient Lab Services
  • Scheduling walk-in patients for Radiology X-ray 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 Non-Covered 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 Check-In and Admission standard work.
• Collaborates with the Centralized Check-In 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 Check-In 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, face-to-face 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 department’s internal service needs.
• This position will be called upon to investigate operational problems in the Centralized Check-In environment. 
• Maintain skills in sign-in, check-in, 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 on-call as leadership operational support for all Centralized Check-In 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 Check-In 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.

Required Qualifications:

Education:

• Associates degree or equivalent education and experience.

Experience:

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

Job Related Knowledge, Skills 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.

Preferred Qualifications:

Education:

• Bachelor’s degree or higher in related field

Experience:

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

Job Related Knowledge, Skills and Abilities (Competencies): 

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

Additional Details:

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

All are welcome:Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.