"Supervisor of Patient Access Center"

Supervisor of Patient Access Center

Job ID:

Location: Main Campus - UCR

Schedule: 8AM - 5PM

Category: Healthcare

Salary: $75,900 - $137,300

Full/Part Time: Full-time(100%)

Organization: UCR Health

Department: Timothy Collins

Application Deadline: Open Until Filled

Position Information:

The Supervisor of Patient Access Center (PAC) will use independent judgement to oversee the day-to-day operations of the UCR Health Patient Access Center which includes call center representatives, referral/authorization coordinators, and patient service coordinators. Performs a wide variety of managerial and administrative functions to assess and meet patient needs and serves as a resource on healthcare issues. Ensure staff are training and compliant with department workflows/processes, patients are receiving quality service, gather/report on metrics, collaborate with revenue cycle, and participate in process improvement activities.

The full salary range for the Supervisor of Patient Access Center (PAC) is $75,900.00 - $137,300.00 annually. However, the expected pay scale for this position is up to $91,250.00 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

Requirements:

Educational Requirements
- Bachelor's degree in related area and / or equivalent experience / training.
- Required

Conditions
- In lieu of a bachelor degree, candidates can have a total of ten (10) years of directly related experience.
- Required

Experience Requirements
- Minimum of six (6) years of experience must be in healthcare areas with combined responsibility in call center, registration, and revenue cycle.
- Required
- A minimum of three (3) years of experience in a healthcare call center supervisory role.
- Required
- 6 - 10 years of related experience.
- Required
- Previous supervisory/managerial experience.
- Preferred

Certification Requirements
- Medical Assistant Certification.
- Preferred

Minimum Requirements
- Demonstrated ability to effectively supervise, direct, organize, schedule, and prioritize the activities of subordinate staff, and to manage the complex workflow and multiple priorities involved with call center daily operations.
- Solid knowledge of medical, insurance and billing terminology and call center technology and operations. Introduces best practices and monitors quality of operations.
- Solid knowledge of customer service techniques, metrics, and best practices. Provides for ongoing training and monitoring of staff skills and abilities in customer service delivery methods. Demonstrated interpersonal skills to interact and collaborate effectively with all levels of management and staff, patients and families, physician offices, and interdepartmental clinical and administrative personnel.
- Solid critical-thinking skills, with the ability to quickly analyze and evaluate complex problems, determine the appropriate level of intervention, and develop and apply effective solutions.
- Solid interpersonal skills for effective supervision, including persuasiveness, active listening, and the ability to provide advice and counseling. Ability to positively influence subordinates in conflict resolution, and knowledge of when to step in and assist with conflict intervention.
- Demonstrated ability to effectively communicate and convey complex information to staff and customers both verbally and in writing, and to effectively motivate others.
- Solid knowledge of human resources management policies, with the ability to evaluate and document human resources matters and performance.
- Solid knowledge of all relevant policies and protocols and external regulations. Demonstrated knowledge of call center technology and effective operations
- Ability to perform all commonly applicable functions in word processing and spreadsheet software. Skills in data management; analysis, research, and reporting. Ability to use relevant healthcare and clinic operations information technology, including billing systems and medical record documentation.

Key Responsibilities:

• Supervises, monitors, schedules, and coordinates daily operations and activities of call center staff. Ensures that staffing levels are sufficient to provide for excellence in customer service and quality / quantity of work. Resolves escalated issues as needed.

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