In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care, including 11 hospitals and nearly 5,000 physicians and providers. Together, we are empowered to make an even greater impact on the health and well-being of our communities. 

CHI Franciscan and Virginia Mason are now united to build the future of patient-centered care across the Pacific Northwest. That means a seamlessly connected system offering quality care close to home. From basic health needs to the most complex, highly specialized care, our patients can count on us to meet their needs with convenient access to the region’s most prestigious experts and innovative treatments and technologies. 

Franciscan Medical Group, as part of Virginia Mason Franciscan Health, is currently looking for a full-time Patient Access Supervisor for the Franciscan Patient Access team in Tacoma. Flexbile work schedule in a fast-paced work environment. Excellent opportunity for growth!

This job is responsible for supervising the daily operations of the assigned patient access staff in accordance with established policies, procedures, standards and regulatory requirements.   An incumbent monitors accuracy, volume and staff productivity to assure compliance with internal standards, regulatory requirements and that work is conducted in a cost-effective and efficient manner.  Work is performed behind-the-scenes, interacting with stakeholders on the phone. 

Work includes: 1) supervising assigned staff (e.g. training, scheduling and evaluating) engaged in patient access activities in accordance with established operating standards; 2) serving as liaison with various internal departments in coordinating and/or resolving issues within scope of position; 3) assuring that all activities are timely and accurately documented; 4) implementing, within scope of position, solutions to resolve operational issues and/or errors and assuring appropriate escalation of issues to higher level management; and 5) assisting in identifying opportunities to streamline current operations and to implement approved process changes.    

Work is performed in accordance with established standards/guidelines and requires knowledge of applicable regulatory requirements sufficient to facilitate compliant operations and to exercise good judgment in addressing operational issues.  Also requires expertise in supervising and evaluating the work of support staff.  An incumbent works with higher level management on major operational or business decisions prior to implementation.  

Essential Job Functions

• Supervises daily operations of assigned staff to assure that all services/activities are conducted in a timely and cost-effective manner and in accordance with professional standards, internal policies/standards/procedures and/or applicable regulatory requirements. 
• Implements approved quality control/quality assurance and productivity standards; assures that applicable standards, systems and procedures are understood and followed; serves as a liaison between the Patient Access department and clinics to facilitate policy/procedural compliance and assist in maintaining business continuity.
• Monitors and audits related documentation to maintain conformance with established standards relating to timeliness, and accuracy; prepares periodic productivity reports for review of higher-level authority.
• Researches inquiries, complaints and requests by internal/external customers and takes appropriate steps, within scope of position, to resolve errors or issues; communicates resolution to all interested parties.
• Monitors annual budget to control overtime and facilitate compliance; keeps higher level management informed of all issues with potential for budgetary impact. 
• Participates in the development of, and implements, new/revised guidelines, procedures, processes and/or training materials in support of assigned function/work unit to facilitate regulatory compliance; assures that employees understand and apply internal guidelines appropriately; prepares internal communications (re. training, process changes, assessments, etc.) for department staff.  

Staff Supervision and Development

• Schedules, supervises, audits and evaluates the work of assigned and/or clinic staff engaged in financial counseling, insurance verification, referrals, training and other administrative support activities in accordance with established procedures; assists in identifying adequate staffing levels for appropriate coverage to meet budgetary and operational objectives; assures that staff are qualified and properly trained to perform assigned job duties. 
• Interviews job candidates and participates in employment and other personnel decisions in accordance with established guidelines; orients employees and holds regular staff meetings to keep employees appraised of all matters relevant to successful job performance; approves timecards; communicates performance standards and evaluates employee performance. 
• Counsels/mentors staff, providing constructive feedback and recognizing results achieved; participates in performance management activities and resolves technical issues referred by subordinates as beyond their scope of authority. 

Performance Improvement

• Monitors and assesses current operations/services to identify opportunities and provide recommendations to stakeholders for performance/process improvements initiatives; implements approved changes and ensures that staff receive the necessary on-the-job training to enhance their understanding of performance improvement initiatives. 
• Maintains and coordinates quality control indicators in collaboration with higher level Patient Access management to facilitate achievement of quality standards; recommends process improvement plans for areas of deficiency.

Business Planning

• Participates in department business planning activities, including the development/implementation of work unit objectives/projects to address current and future needs to support achievement of business objectives.   
• Develops assessments of current state and assists in making recommendation for access improvements in clinics.

Performs related duties as required.

Education/Work Experience 

Bachelor’s degree in a related discipline, and a minimum of one year of related work experience that would demonstrate attainment of the requisite job knowledge/abilities; OR

Three years of work experience in the discipline that would demonstrate attainment of the requisite job knowledge/abilities, OR

Master’s degree in a related discipline.

Licensure/Certification

• Current certification from the National Association of Healthcare Access Management (NAHAM) as a Certified Healthcare Access Associate (CHAA) is strongly preferred.  
• Current certification from the National Association of Healthcare Access Management (NAHAM) as a Certified Healthcare Access Manager (CHAM) is desirable.  

Job Knowledge/Skills

• Knowledge of the concepts, standards, practices and tools applicable to the patient access discipline; including documentation requirements and medical practices and terminology.
• Knowledge of the content, intent and application of applicable federal and state regulations applicable to the assigned functional area.   
• Knowledge of the standards, procedures, work flow and key performance indicators applicable to the assigned functional area.
• Knowledge of the function and application of automated systems/technology applicable to the assigned functional area.
• Knowledge of the standards and practices of employee supervision, evaluation and performance management.
• Knowledge of the concepts, practices, policies, procedures, standards, systems and tools within the clinical office environment; including medical practices and terminology.
• Ability to demonstrate effective supervisory skills, including developing clear performance expectations, hiring, coaching, conflict management, evaluating, resolving performance problems, and group facilitation.
• Ability to analyze and evaluate results to determine whether activities effectively address and support business objectives, and produce the expected outcomes and return-on-investment.
• Ability to identify operational/compliance deficiencies and/or systemic weaknesses as they relate to medical staff operations and determine timely corrective action to forestall or remedy. 
• Ability to understand financial and/or operational/productivity reports, within scope of position, and to recognize opportunities to increase efficiency, enhance productivity and reduce costs/expenses.
• Ability to monitor and prioritize work flow, and provide effective training and guidance.
• Ability to abstract pertinent information, reach sound conclusions, use good judgment in a variety of situations and using various sources including financial and/or operational reports.
• Ability to understand and interpret, explain to staff and effectively apply moderately complex verbal and written guidelines, policies and procedures within front office clinic area.
• Ability to identify operational/compliance deficiencies and/or systemic weaknesses as they relate to medical staff operations and recommend timely corrective action to forestall or remedy. 
• Ability to understand financial and/or operational/productivity reports, within scope of position, and to recognize opportunities to increase efficiency, enhance productivity and reduce costs/expenses.
• Ability to understand and implement changes in standards, procedures, technology and regulatory requirements accommodate the needs of the organization and its customers.
• Ability to communicate effectively in verbal and written communication, including proper grammar, presentation, spelling, punctuation, and composition to answer correspondence and prepare reports.
• Ability to work independently or collaboratively as part of a team with both deadline constraints and multiple priorities or projects; use discretion with confidential data and sensitive information.
• Ability to keep abreast of trends, developments and regulatory requirements impacting matters with designated scope of authority.
• Ability to establish and maintain effective working relationships as required by the duties of the position, including physicians, patients, staff and the public.