Requisition Centralized Check-In Supervisor

Centralized Check-In Supervisor

The Centralized Check-In department is responsible for signing-in / checking-in / admitting patients for their procedures and / or appointments at the Center for Health and Healing and Beaverton campuses as well as any new locations identified across OHSU Health in the future. If the patient has multiple procedures / appointments for that day, on a given campus, the centralized check-in process will allow the department to sign-in / check-in / admit the patient for all care at one time. The Centralized Check-In department is also responsible for kicking off patients' event tracking and signaling so all care teams within the campus know where the patient is at in their care. Prior to signing-in / admitting a patient, the Centralized Check-In department is responsible for helping to resolve any critical properly prepared patient items that have not yet been completed. Lastly, the Centralized Check-In department is responsible for greeting patients on specified floors within the campus to ensure patients are in the right place for their initial / next episode of care.

The purpose of this position is to support the Oregon Health & Sciences University mission of providing high quality, compassionate, and respectful health care to our patients. The Centralized Check-In Supervisor is responsible for hiring, training, developing, managing, and evaluating all staff performing centralized check-in and greeting functions at the Center for Health and Healing and Beaverton campuses as well as any new locations identified across OHSU Health in the future. The Centralized Check-In Supervisor assures compliance with departmental and OHSU quality and compliance standards, patient confidentiality, and performance expectations. This position will work to maintain effective working relationships with patients, departments of Oregon Health & Sciences University, and other internal and external customers. This position is responsible for implementing / monitoring strategy, improving business processes and managing operations to ensure that internal and external customer service, revenue cycle, and financial goals are met.

This Supervisor interprets CMS bulletins, insurance plan changes, and feedback from Patient Business Services / University Professional Services, to revise check-in policies and procedures. The supervisor is a subject matter and systems expert for problem solving and content development for Centralized Check-In staff training. This position represents the Centralized Check-In department in quality improvement projects, and works collaboratively with healthcare and school of medicine administrative and clinical leadership to streamline workflows and improve our patient experience. Likewise the Centralized Check-In Supervisor is responsible for staff quality assurance to ensure accurate data collection and identify continuous quality improvement opportunities or staff training needs.

Function / Duties of Position

Personnel Management :

• Management and oversight of front-line check-in desk staff and operations include but are not limited to planning / assigning of duties, coordinating staffing schedules for multiple entry points across the building, resolving staffing issues, and day-to-day problem solving to meet customer and department service objectives. Provides direct staff supervision and oversight of 15+ PAS Revenue Cycle centralized check-in staff at the Center for Health and Healing, Beaverton campuses, and any other future identified campuses. Meets regularly with staff to direct and review work, manage scheduling and attendance, initiate employee growth and development plans, engage with employee performance, and provide feedback and coaching, and conduct progressive discipline as needed. Ensures regular staff meetings and communications. This position works closely with the Centralized Check-In Manager and the HR Business Partner on all matters related to employee and labor relations.
• Adjust staffing and reporting times to maximize personnel resources in order to meet department objectives and exceed customer service performance standards. Ensures optimal daily patient flow and allocation of resources to meet demand for services with available staff.
• Monitor staff activity for accuracy, competency, customer service skills, effectiveness, conformance to individual performance standards, OHSU core competencies, and compliance with Centralize Check-In department and OHSU policies and procedures.
• Conduct initial and quarterly performance assessments. Develop corrective action plans as needed.
• Build and maintain a work environment that reflects a positive atmosphere, high employee satisfaction and competence, and a strong evidence of teamwork in which diversity is encouraged and honored.
• Encourage staff participation in planning, decision making, and problem solving.
• Monitor staff attendance, use of TACS system, and timekeeping practices.

Operations Management :

Required Qualifications

Education :