Supervisor, Patient Access (On-Site) (H)

* Supervises the day-to-day operations of Tier 1 essential workers that provide critical functions that cannot be paused in traditional and non-traditional healthcare settings.* Performs a wide range of functions from prearrival to discharge utilizing multiple systems simultaneously.* Obtains, confirms, and accurately enters demographic, financial, and clinical HIPAA protected information.* Assists patients in navigating self-serve technology options in person or remotely.* Performs pre-service validation prior to patient’s appointment for in person or virtual visits.* Provides financial counseling services at check-in, creates estimates, explains benefits, and notifies patients of self-pay liabilities including previous balances, and collects funds.* Collaborates with providers and clinical schedulers in coordinating and scheduling complex follow up care onsite or remotely.* Handles a high volume of inbound and outbound calls to and from patients and customers, listening to customers’ needs and providing helpful solutions.* Processes transactions quickly and accurately in a fast-paced environment.* Processes large amounts of currency and performs end of day cash-drawer reconciliation, including bank deposits.* Interfaces effectively with all members of the healthcare team.* Meets all established key performance indicators: Co-pay, Previous Balances, Estimate Collections, Patient Satisfaction, Accuracy Rates, and Processing Time.* Maintains a close working relationship with all members of the clinical team to ensure a seamless check in and out clinic flow and positive experience for patients and caregivers.* Liaison between internal departments to facilitate patient flow.* Monitors staff productivity and quality of work through proactive review of key performance indicators.* Develops processes and tools utilizing performance metrics to evaluate operations, identify trends, determine areas of opportunity, and provide meaningful feedback to staff.* Work queue management and resolution.* Must be comfortable with uncertainty and ready to pivot as the environment requires.* Perform TALK evaluations, new hire 90 day-evaluations, and competency assessments.* Participate in projects, process improvement, and strategic initiatives to include technology implementation/optimization, workflow development/redesign, development of new processes and standards, etc.* Monitor and ensure compliance with departmental and organizational policies, procedures, and initiatives.* Collaborate with administrative and clinical disciplines to ensure compliance with educational and operational strategies.* Collaborates in incorporating patient and family-centered care service delivery, education, and orientation programs.* Ability to navigate multiple systems simultaneously and independently service staff and customers promptly in a fast paced, constantly changing environment.* Knowledge of health care regulatory guidelines and compliance including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.* Ability to recognize, analyze, solve, and de-escalate issues that may arise during workday by applying sound judgement and critical thinking.* Must adhere to PPE requirements as dictated by the specific situation.* Proficient knowledge of ASAP module.* On-call and rotating schedule for evenings, weekends, and holidays.* Explain and obtain patient acknowledgment for all required regulatory documents including but not limited to the HIPAA Facility Directory Form, and CMS MOON, HOON, and IMM notices.* Obtain information from patient to complete Patient Self Determination Checklist and collects and scans pertinent documents.* Proficient knowledge of ADT module.* Responsible for ensuring that team obtains, confirms, and documents eligibility and benefits, and provide timely health plan admission notification.* Responsible for pre-admissions log to include benefits, specialty, and financial clearance.* Coordinates with bed control on bed availability.* Collaborates with Transfer Center on all incoming transfers to finalize transfer requests.* Responsible for processing admissions orders received via in-basket messaging.* Extensive collaboration with providers, nursing unit, and utilization review department in coordinating admissions.* Adherence to punctuality and attendance standards, remaining flexible to meet departmental needs and ensure appropriate clinic flow.* Able to be available 30 minutes prior to opening and after clinic ends, which fluctuates depending on clinic and provider, in addition to weekends, evenings, holidays, and during disastrous events (e.g., hurricanes, pandemics, etc.)* Able to float and provide coverage without advance notice based on daily organizational needs, including working in offsite locations, tents or having to come onsite or work remotely.* Onsite presence may be required to fulfill role regarded as vital in the delivery of healthcare services regardless of environmental conditions.* Subject to potential contact with patients with contagious diseases.* Outstanding interpersonal and customer service skills with a commitment to service excellence.* Computer literate with the ability to quickly adapt and acquire proficiency in utilizing multiple systems and technologies.* Proficient knowledge of health care regulatory guidelines and compliance requirements pertaining to patient access including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.* Critical thinking and analytical skills required to evaluate systems’ requirement and to develop methodologies and/or make recommendations to existing systems to maximize efficiency and performance.* Knowledge of generally accepted accounting principles with excellent mathematical and cash management skills.* Skill in completing assignments accurately with attention to detail.* Ability to inspire, influence and motivate team members both onsite and remotely in an ever-changing environment.* Ability to apply sound judgement and critical thinking to de-escalate issues to ensure service recovery is met.* Ability to plan, organize, measure, and integrate priorities and deadlines.* Ability to identify, analyze, and interpret complex data and resolve operational problems.* Ability to anticipate and react calmly in emergency situations.The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit

to learn more about our points of pride.The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.**Transforming lives**With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, #J-18808-Ljbffr