Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
The Revenue Cycle Department at Wentworth-Douglass Hospital has an opportunity for a Revenue Cycle Supervisor to join our team working with the Patient Access team that supports the outpatient Rehab Department. The Revenue Cycle Supervisor is responsible for the supervision of Wentworth Douglass Hospital (WDH) Patient Access Team Members including the Rehab Central Scheduling Unit. The primary role includes guidance and coverage for employees, monitoring and improving Key Performance Indicators (KPI), quality assurance metrics and ongoing staff improvement and training. Reporting directly to the Revenue Cycle Manager, this individual specializes in supporting direct reports and overseeing day-to-day operations of the department and their goals will align with the Organization’s strategic long range plan. The Supervisor utilizes feedback from staff and consistently monitors workflows in collaboration with Revenue Cycle Manager and makes adjustments as necessary for process improvement.
The Revenue Cycle Supervisor builds and maintains professional relationships with various internal and external customers to best support department operations. The Supervisor provides valuable guidance and training as necessary in order to meet Revenue Cycle benchmarks and expectations. In addition, the Supervisor will monitor compliance with applicable legal and regulatory standards and take appropriate steps to address non-compliance issues within position’s scope of authority. The individual emphasizes customer service and patient confidentiality as a priority to align with Wentworth Douglass Health Systems and Partners Revenue Cycle Standards.
1. Demonstrate competence in the performance of duties and responsibilities related to management for all of Revenue Cycle.
a. Maintain operational systems by organizing, tracking, and monitoring Revenue Cycle processes for all locations.
b. Monitor weekly Kronos to ensure accuracy of all employees in, out and meal punches.
c. Collaborate with Management regarding major changes in staffing and/or departmental processes and procedures.
d. Effectively communicates with all team members and other hospital departments and is open to feedback and suggestions in order to identify areas of improvement.
e. Complete employee quarterly Focus Reviews, Annual Performance Evaluations and set goals appropriate to department.
f. Work collaboratively with other departments to coordinate and improve patient processing, as measured by quality and productivity statistics.
g. Develop and monitor quality assurance and improvement measures to ensure compliance with government regulations & JCAHO standards, as measured by reports & statistics for all locations.
h. Assist in the preparation of the departments operating and capital budget working within established budgetary guidelines.
i. Assure staff complies with reporting, notification and mandatory educational requirements for all locations.
j. Formulate department policies, procedures, and standards for all Revenue locations.
k. Attends meetings and represents department ie. Manager’s meetings, denials meetings, etc.
2. Supervises the daily assignments and workflow of staff to ensure successful daily operations.
. Recruit and hire new employees.
a. Complete staff schedules, time off requests, schedule changes and coordinate coverage for open shifts to ensure appropriate daily staffing to support patient volume and service levels at all times.
b. Develops, maintains and monitors competence of the staff.
c. Coordinate training for staff in regards to changes in their job-specific areas. score:
d. Observe staff in real-time and via audits to identify skill deficits, process problems, procedural errors and targets additional training, coaching and feedback.
e. Ensure staffs consistently achieve an average 98% accuracy rate of registration for all scheduled and walk-in services in accordance with HFMA, KPI and departmental standards.
f. Coordinate staff scheduling to optimize output for the department and the organization.
g. Promote compliance to performance and regulatory standards.
h. Resolve problems with quality of work, morale, complaints, and location specific area, in a timely manner.
i. Maintain work areas in a professional and organized manner and submits requests for any needed renovations and equipment.
j. Ensure that supplies are full and at the disposal of the staff, by ensuring a completed order is processed on a weekly basis.
k. Assure that the staff has appropriate work tools, supplies and procedure updates to successfully execute their assigned tasks.
l. Assure all staff are appropriately logged on to all appropriate systems and monitors calls in que to assure minimum time on hold in accordance with KPI.
m. Monitor and address break times and lunch breaks in accordance to policy.
n. Acts as liaison with Information Systems for any computer difficulties.
3. Proficient with Revenue Cycle workflows and systems.
. Serves as a member of the Revenue Cycle Leadership team.
a. Represents department in a professional manner.
b. Responsible for testing related system functions for upgrades and new system functionality.
c. Maintain knowledge pertinent to Information Systems use in the department.
d. Troubleshoot department system issues, and equipment. Notify IS of unresolved failures and alerts the Revenue Systems Analyst.
e. Task and ensure completion of work queues daily in order to address and resolve deficiencies related to Revenue Cycle Operations.
f. Monitors and ensures accuracy and completeness of daily registrations.
g. Ensure high-level quality of service provided to patients.
h. Responsible for adequate staffing and is able to assist with vacant shifts, as needed.
i. Maintain a complete knowledge of all insurance and compliance requirements.
j. Expert on systems and workflows.
k. Perform a variety of tasks and other duties as assigned.
4. Responsible for Press Ganey Patient Satisfaction Survey metrics and results.
. Review Press Ganey metrics and prepare monthly reports.
a. Routinely incorporate discussion regarding Press Ganey performance into regular staff meetings and as needed emphasize staff’s role in patient experience.
b. Work with other members of the team to identify opportunities for improvement and documents plans of action to address any identified issues.
c. Responsible for implementing timely action plans and ensuring full compliance in response to results from internal and/or external surveys.
d. Actively pursues improving customer service via Press Ganey Surveys for all locations.
5. Develop and maintain training/education sessions and materials related to Revenue Cycle Operations.
. Responsible for orientation and training of all new and existing employees in conjunction with the Revenue Cycle Educator
a. Communicate with staff regarding changes in regulations, requirements and system protocols.
b. Update reference and training manuals as needed.
c. Plan staff meeting agendas in advance and host monthly meetings.
6. Communicate effectively with all internal and external customers to maximize efficiency, workflow and patient experience.
. Improve patient experience by implementing best practices such as HFMA Patient Financial Communications best practice tools and initiatives throughout the department.
a. Work with WDH department Directors and WHP managers to provide support to ensure their staff performing check-in and registration are fully trained and versed on organization wide policies and regulations.
b. Provide education regarding policies, system changes and initiatives for all hospital and provider based services for which registration and check-in functions are performed.
c. Utilize data, metrics and local/national industry information to develop and roll out initiatives to improve performance of department and the patient experience.
d. Send monthly reports to departments, which include metrics and benchmarks.
e. Investigate and respond to internal and external complaints, issues and occurrence reports as they arise.
f. Represent the organization’s mission and vision by demonstrating core values: Respect, Integrity, Teamwork, Caring and Excellence.