Job Description

At NorthBay Health the Supervisor, Patient Access & Communications coordinates all functions related to the daily operations and process in patient registration and hospital PBX communication. This includes direct supervision of staff including Patient Access Ambassadors and PBX Communications Ambassadors to ensure efficient utilization of time and service to patients, monitoring daily productivity levels, and providing coaching sessions to improve performance. Oversees scheduling of employees, evaluates performance, resolves patient and staff complaints, and administers discipline as necessary. Coordinates registration operations with other NorthBay Health's departments, as strategically defined by leadership and as pertinent to compliance with Title 22, JCAHO, EMTALA, HIPAA, and other regulatory entities. Initiates formal and informal documentation to staff directing the registration and switchboard processes.

Communicating directly with Leadership the Supervisor will discuss opportunities for enhancing staff training and performance, and assists in the development of action plans for improving daily operations. Motivates team members to exceed departmental goals and objectives through constant team building practices. Maintains and promotes an attitude of professionalism and empathy as reflected by courteous actions, maintenance of confidentiality and appropriate presentation of self and consistently demonstrates excellent oral and written communication skills.

Department Purpose Statement

The purpose of the Patient Access and Communications department within the organization is to create a positively memorable and inspiring “Wow” experience for each and every customer we serve, each and every time we have the opportunity to serve them. We distinguish ourselves by our ability to listen and empathize with others and by the extraordinary efforts we make to deliver uncompromising levels of service. We are here to guide our customers, both patients and their families, through a seamless healthcare experience that provides tailored assistance and education that is responsive to their individual needs and expectations. Our goal is to continue to value and delight our patients with experiences that nurture powerful customer relationships that will last a lifetime. We are willing to take accountability for every aspect of our patients’ experience and continuously strive through every interaction we engage in to prove ourselves as stewards of the NorthBay way.

Meets all additional requirements related to job duties and all certification/education requirements as set by the corporation and Patient Access and Communications.

Education:

• Associate degree preferred.
• Must complete required leadership training courses within 12 months.

Licensure/Certification:

• Patient Access and/or Revenue Cycle relevant certification from a nationally recognized healthcare credentialing organization required within 12 months of hire.

Experience:

• Four years or more experience in Patient Access healthcare industry or equivalent experience required.
• Two years or more of supervisory or leadership experience required.
• Emergency department registration, financial counseling, or telecommunications experience preferred.
• Microsoft Word, Excel and Outlook proficiency required.

Shift:

• Evenings/ Nights
• On-call- Rotating Coverage

Location(s):

• NorthBay Medical Center- Fairfield
• NorthBay VacaValley Hospital - Vacaville