As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
The Supervisor position actively assists in the daily operations of all aspects of the Emergency Department Patient Access team which includes; registration, admissions, verification, authorization and scheduling. This position assures that each function is operating in such a manner that productivity, accuracy, customer service skills, and regulatory requirements are maintained at a very high level. Responsibilities include interviewing, training new associates; planning, assigning and directing work; contributing to performance appraisals; providing timely feedback; addressing customer concerns and resolving problems. This supervisor is responsible for gathering data to ensure accurate demographic and insurance information as well as identify the need for training or coaching. This position is also accountable for maintaining and managing appropriate staffing, and assisting in the development of policies and procedures for continuous improvement
This position provides leadership, daily management and oversight of a 24x7x365 operation. This is a working supervisor who is required to perform the standard duties of a Patient Access Service Specialist and participate in daily operational functions during staffing shortages.
This Supervisor is responsible for the overall daily operations of the DV Emergency Department Patient Access team, which includes developing, implementing and continually improving upon processes to ensure quality work and adherence to Nemours policies and standards, and regulatory requirements. The DV Emergency Department Patient Access Supervisor assures that a high performance work team is developed for registration, admissions, verification, authorization, and scheduling through coaching, mentoring, and daily briefings. This position assures that each function is operating in such a manner that productivity, accuracy, customer service skills, and regulatory requirements are maintained at a very high level. Responsibilities include interviewing, training new associates, planning, assigning and directing work, providing timely feedback, completing performance appraisals, gathering data to ensure accurate demographic and insurance information, and addressing customer concerns and resolving problems. This position is also accountable for maintaining and managing appropriate staffing, establishing and maintaining a collaborative relationship with other departments, and assisting in the development of policies and procedures for continuous improvement. Supports the mission, vision, values and strategic initiatives and demonstrates a commitment of quality service to our patients and their families.
Manage complex staff schedule
Flexible availability – The Emergency Department is considered “Essential Personnel”. Therefore, it is necessary to make arrangements to report on severe weather days.
Provide development opportunities for associates
Investigate and respond to customer complaints with appropriate follow up and in a timely manner
Weekly auditing of the teams’ calls for quality
Daily, weekly and monthly reporting on performance metrics and delivery of monthly scorecards
Frequent one-on-ones with the associates
Facilitate staff meetings
Uses problem solving skills to identify root causes and implement process improvements
Deliver a positive patient and family experience in all encounters
Responsible for participation in departmental and hospital programs
After hours On Call
Cross Training in Switchboard Department
Minimum of 3 years in a supervisor positon or comparable leadership role
High School Diploma/Associates Degree preferred
Superior written and verbal communication skills
Excellent customer service skills including complaint resolution and service recovery
Microsoft Excel skills at an intermediate level and currently using on a daily basis
Healthcare experience a plus
Call Center experience required
Excellent computer skills with the ability to work in multiple applications
NAHAM or HFMA certification required or obtained within first 18 months
Healthcare Certification Preferred – CHAA, CRCR
Hours: Sunday thru Thursday, 3pm-11:30pm
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is a pediatric health system of hospitals and specialty clinics serving children and families throughout the Delaware Valley and Florida. Our dedicated professionals integrate medical care, research, health education, and prevention to help improve the lives of children every day.