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Job Summary:

The Patient Access Services Virtual Access Center (VAC) Supervisor position reports directly to the PAS Virtual Access Manager or Director of Pre-Service Operations (PSO). Key responsibilities of the role include leading the daily operations of their assigned areas, including ensuring appropriate staffing, assisting with problem solving and customer service issues, and ensuring policies and procedures are being followed..
Assists the VAC Manager and/or PSO Director with other duties as required to help ensure the efficiency of the department. The position assists the PAS Manager and/or Director with monitoring, maintaining, and evaluating key performance indicators (including quality, collections, productivity, and patient satisfaction), and developing and implementing action plans for optimum performance.
The Supervisor must be flexible with work hours to meet department and management needs, including 24/7 coverage as appropriate, and work well with other team members to ensure all areas are staffed appropriate to volumes. The VAC Supervisor will often serve in a front-line position, covering open shifts as appropriate. As a member of the PAS Leadership team, demonstrates professionalism, effective communication skills and active listening skills.

Core Responsibilities and Essential Functions:

a. Leadership, Planning, and Budget/Financial b. Responsible for direct supervision of employees, including participating in interviewing, hiring, counseling, terminations, evaluations, and reward and recognition. c. Assesses needs and arranges for adequate levels of personnel to achieve the most effective and efficient use of staff. Ensure that all shifts are covered adequately to meet patient needs, including approving PTO, handling UABS, LOA, and EIB. d. Monitors time and attendance, including approving PTO, handling UABS, LOA and EIB, and addressing issues timely as appropriate. e. Facilitates a positive work environment and assists with the development and motivation of employees. f. Attends departmental, system-wide and/or interdepartmental meetings as needed. g. Leads by example, assisting in projects, working as a positive team member, and rounding and mentoring of staff for optimal performance. h. Works to meet WellStar goals related to Employee Engagement and Employee Turnover. i. Exercises cost effectiveness to reduce budgeted expenses. j. Understands and ensures adherence to financial policies and programs. k. Monitors, audits and controls handling of cash funds. l. Monitors and encourages point of service collection policies. m. Works with management to meet all financial related goals. n. Collaborates effectively with department Managers to maximize cash flow and minimize wait times. o. Participates and represents the department and hospital committees and special projects and assumes accountability as appropriate. p. Participates in meeting the goals and objectives of the PAS department. q. Collaborates with PAS Revenue Cycle leadership to develop and implement goals, objectives and Action Plans for the department. r. Responsible for the ongoing management of daily operational functions of the department.
- Quality/Safety a. Implementation and training of new programs/updates to employees. b. Responsible for quality and performance monitoring and reporting. Compiles and distributes data from management reports in a timely and accurate manner. Works with manager to analyze data to make changes as appropriate. c. Takes initiative to appropriately investigate and resolve department issues as they arise. d. Understands and enforces policies and procedures for assigned areas. e. Assists with investigating account issues, such as denials, tracking and trending problems, and implementing changes and education as appropriate. f. Assists with meeting all quality goals (i.e. patient throughput). g. Monitors and resolves accounts, DNB/Denials, claim, patient, and other related Work-queues that impact the Revenue Cycle. h. Coordinates monthly Denial resolution for respective facility. i. Ensures quality and drives resolution of initiatives which impact the overall health of the Revenue Cycle. j. Completing routine form audits.
- Collaboration, Customer Service, and Partnership a. Works collaboratively and as a team member with hospital leadership. Partners with Human Resources to achieve desired organizational culture, staffing and workforce metrics. b. Fosters positive working relationships between staff and physicians across the Health System. c. Fosters a culture that focuses on patient satisfaction, safety, customer service, staff participation, collaboration, motivation, and effective communication. d. Monitors patient throughput and adjusts staffing and processes as appropriate to ensure the most efficient patient throughput. e. Participates in customer service teams. f. Resolves patient, physician, interdepartmental and other customer issues in a timely and appropriate manner. g. Demonstrates ability to tactfully handle difficult situations through an approach that reflects consistency. h. Monitors facility and area customer service scores and works with management team on action plan. i. Maintains positive relationships with other department personnel.
- General a. Maintains orderly and clean work environment, commensurate with the public expectations of a healthcare organization. b. Assures PAS team is enforcing WellStar/department dress code. c. Assures PAS has appropriate equipment and supplies to perform job duties. d. Available to facilitate staff needs 24/7, or as scheduled, either directly or through collaboration with other leaders when not on the schedule. e. Maintains required certifications by obtaining necessary CEUs and submitting timely to certifying board. f. Completes monthly, quarterly, and annual mandatory training as required. g. Performs other duties as assigned.

Required Minimum Education:

High school diploma High School Diploma (HSD) or General Education Diploma (GED), in addition to 2 years post-secondary education Required
Bachelor's Degree in business, healthcare or related field Preferred

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

• Cert Healthcare Access Assoc or Cert Healthcare Access Mgr-Preferred or Cert Healthcare Financial Prof-Preferred or Certified Patient Account Rep-Preferred or Certified Revenue Cycle Rep

Additional License(s) and Certification(s):



Required Minimum Experience:

Minimum 5 years in managing hospital admissions, business office or related area. Preferred and
Proven performance improvement and change management experience. Epic Grand Central, Cadence and /or Prelude Preferred

Required Minimum Skills:

Strong interpersonal, analytical, problem solving and writing skills.
Must be comfortable interacting with department Directors and Administrators and able to perform a wide variety of tasks that require independent judgement, ingenuity, and initiative.
Proficient with MS office. Demonstrates professionalism, effective communication skills and active listening skills.

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