Job Information
Billings Clinic Patient Access (Registration) Supervisor - Bozeman in BOZEMAN, Montana
You’ll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet® Recognition consecutively since 2006.
And you’ll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine!
You can make a difference here.
About Us
Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital.Learn more (https://www.billingsclinic.com/about-us/) about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.
Your Benefits
We provide a comprehensive and competitive benefits package to all full-time employees (minimum of 24 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more.Click here (https://www.billingsclinic.com/careers/employee-benefits/) for more information ordownload the Employee Benefits Guide (https://ncstoragemlbillings.blob.core.windows.net/public/2021%20Billings%20Clinic%20Staff%20Benefits%20Guide.pdf) .
Magnet: Commitment to Nursing Excellence
Billings Clinic is proud to be recognized for nursing excellence as a Magnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years. Click here (https://www.billingsclinic.com/campaign-landing-pages/magnet/) to learn more!
Pre-Employment Requirements
All new employees must complete several pre-employment requirements prior to starting. Click here (https://billingsclinic.csod.com/ats/careersite/search.aspx?site=15&c=billingsclinic) to learn more!
Patient Access (Registration) Supervisor - Bozeman
BOZEMAN REGISTRATION - 7875 (BILLINGS CLINIC BOZEMAN AMBULATORY)
req8109
Shift: Day
Employment Status: Full-Time (.75 or greater)
Hours per Pay Period: 1.00 = 80 hours (Non-Exempt)
Starting Wage DOE
Patient Access Supervisors are responsible for coordinating and directing daily operations of the staff engaged in providing services in the clinic registration and scheduling areas. The scheduling team provides non-clinical support for all departments and their scheduling needs. Ensuring appropriate staffing levels for all areas and escalating staffing needs to the manager, as needed. Supervisors are responsible for providing leadership to the staff and directing the daily operations and work assignments coordinating with other department leads, nursing staff and physicians to accommodate patient flow and business needs. The Patient Access Supervisor participates in budgeting processes and performs human resource management functions to include interviewing, hiring, orientation and training, performance appraisals, coaching/counseling and mentoring, and disciplinary actions up to and including discharge as coordinated with the Executive Director and Human Resources. This position is responsible for day-to-day operations and to provide leadership and supervision to the Patient Access Specialists and Appointment Representatives within the clinic environment.
Essential Job Functions
Interprets, supports and models behaviors consistent with the mission and philosophy of Billings Clinic and department/service.
Provides leadership and supervision to direct reporting staff, other leads, nursing staff, physicians and departments assisting with professional and technical job related issues, resolution of problems, issues or concerns that may arise from questions received from the staff while maintaining a focus on quality outcomes. Responsible for timely response to staff requests for assistance due to increased or high volumes.
Performs human resource management functions to include interviewing, hiring, orientation/training, coaching/counseling on daily performance issues, performance reviews and disciplinary actions. Coordinates and facilitates peer interview processes. Responsible to ensure that 30-60-90 day reviews are productive and meaningful for new hires. Coordinates performance appraisal process to include initiates information gathering processes for performance reviews from peers and clinical department leadership, and delivery of the performance review.
Assists and supports matrix management by communicating effectively and including clinical department managers in day-to-day changes in the area such as staffing, process improvement initiatives, etc. Works collaboratively with Billings Clinic Bozeman Leadership in developing and nurturing teamwork in assigned areas as well as interdepartmentally within Billings Clinic with staff and other departments served. Works with Billings Clinic Bozeman leadership and other Billings Clinic departments to achieve optimum scores on patient surveys.
Responsible for daily rounding in all areas assigned. Ensures waiting areas are clean of trash and that old magazines are disposed of.
Collects and publishes scheduling and registration staff work schedules. Analyzes department scheduling and registration for improvement of patient services and clinic productivity.
In addition to supporting employees and direct service delivery, the Patient Access Supervisor will act as a single point of contact for initial communication with interdependent functions regarding the Call Center/registration and scheduling within Patient Access.
Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospective.
Work collaboratively with supervisors and managers on issues related to appointment scheduling and registration processes.
Ensure that standard workflows are followed in all Patient Access scheduling and registration operations area.
Works collaboratively with other leaders to ensure appropriate coverage levels in all registration/scheduling areas. Assesses assigned areas and ensures staff coverage for lunches and breaks.
Ensures staffing ratios are appropriate for volumes and either acquires additional assistance, covers the desk during peak times or flexes staff to another area in conjunction and coordination with other leads.
Demonstrates complete technical job competence relative to registration and scheduling and all policies and procedures relating to these processes. Maintains proficiency by routinely working each of the areas under his/her Supervision.
Utilizing policy, procedure and process assessment tools, ensures all registration and scheduling policies and procedures are adhered to in each assigned area on a monthly basis.
Responsible for orientation/training of staff. Provides input to the Access Trainer regarding revisions to training materials and policies and procedures relating to the registration and scheduling processes. Communicates results and educates areas/staff in proper protocol as indicated by assessment tool.
Ensures adequate number of staff within the assigned areas are cross-trained in all assigned departments for ease in moving staff from one area to the next.
Maintains statistical information relative to assigned departments to include but not limited to the following. Information is communicated timely to Executive Director, leadership and staff.
Accuracy rate by department and by staff member, continuing education needs and opportunities provided to each staff member.
Maintains spreadsheets, graphs, etc. regarding volumes by department (daily, weekly and monthly, AM and PM).
Reviews telephone stats regarding volumes in registration areas with responsibility for department phones. Reviews and identifies trends and brings to the attention of the appropriate team member(s) if changes occur.
Understands and utilizes performance improvement principles to assess and improve quality. Perform quality assurance and quality improvement activities.
Participates in the development of written policies and procedures by seeking appropriate input from areas affected prior to implementation. Assists with roll out and implementation of new policies and procedures. Routinely seeks input from staff on implementation process to ensure operational effectiveness.
Participates in overall planning for annual department budget and establishing goals and objectives including target timelines.
Responsible for daily maintenance of KRONOS for assigned departments and staff.
Identifies needs and sets goals for own growth and development; meets all mandatory organizational and departmental requirements.
Maintains competency in all organizational, departmental and outside agency environmental, employee or patient safety standards relevant to job performance and ensuring staff compliance.
Performs other duties as assigned or needed to meet the needs of the department/organization.
Minimum Qualifications
Education
• High school graduate or equivalent
Experience
• One (1) year of related experience
• One (1) year of in-department experience preferred
Billings Clinic is Montana’s largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana. Learn more atwww.billingsclinic.com/aboutus (https://www.billingsclinic.com/about-us/)
Billings Clinic is committed to being an inclusive and welcoming employer, that strives to be kind, safe, and courageous in all we do. As an equal opportunity employer, our policies and processes are designed to achieve fair and equitable treatment of all employees and job applicants. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, religion, sex, gender identity, sexual orientation, pregnancy, marital status, national origin, age, genetic information, military status, and/or disability. To ensure we provide an accessible candidate experience for prospective employees, please let us know if you need any accommodations during the recruitment process.
