Supervisor, Patient Access, Emergency Department (100% Work Onsite - Muskegon, Michigan)

**Employment Type:** Full time **Shift:** Day Shift **Description:** **Purpose** 100% Work Onsite - Muskegon, Michigan On-call every other weekend Frontline, department-based; Supervises daily functions of assigned department; Provides clear direction & manages / advances people, processes, structures & / or programs that support direct / indirect care. Demonstrates behaviors in alignment with culture & creates / supports comprehensive strategies & measures progress to achieve desired outcomes. Serves as a technical advisor to assigned team & leadership. Maintains & exceeds the department specific individual productivity standards, scheduling industry benchmarks, collection targets & quality audit scores for accuracy productivity. _Note: "patients" refers to patients, clients, residents, participants, customers, members_ **Essential Functions** **Our Trinity Health Culture:** Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions. **Work Focus:** Responsible for the daily operations & the oversight of staff. Supervisors work in collaboration with department managers to manage staff & department effectively. Participates in & contributes to the performance management/review process. Implements departmental plans & priorities identified by accountable leaders. May participate & recommend in the hiring & selection process. Responds promptly & directly to meet or exceed customers' needs. **Process Focus:** Follows standards of performance & work processes in designated areas. Coordinates staff scheduling & assignment. Reviews & approves administrative functions (time, payroll, expense). Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards. **Communication:** Employs effective & respectful written, verbal & nonverbal communications; Develops an environment of mutual confidence & trust through collaborative relationships; Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives; Proactively recognizes, addresses &/or escalates organizational, operational, or team conflicts. **Environment:** Performs work in an environmentally safe, professional & healthy manner; self-monitors & initiates corrections and/or seeks guidance when needed. Demonstrates flexibility & self-direction by responding as a team player. Helps to create a positive work environment that promotes productivity. Accountable for continuous self-development & supporting the growth of others. **Maintains a working knowledge** of applicable Federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices. **Functional Role (not inclusive of titles or advancement career progression)** Maintains & demonstrates knowledge to successfully supervise each functional area of the hospital including but not limited to all outpatient registration points, emergency room registration, admissions, bed assignment & financial counseling Maintains & demonstrates knowledge to successfully supervise each functional area of the hospital including but not limited to all outpatient registration points, emergency room registration, admissions, bed assignment & financial counseling. Regularly monitors the patient tracking system, registration reports & financial clearance activities to ensure patients are registered within key performance standards. Supervises colleagues to ensure excellent professional customer service is provided to patients, providers, coworkers, & the community. Monitors daily operations to ensure adherence to documented administrative & departmental policies & procedures, achievement of established Key Performance Indicators (KPIs) to achieve optimal productivity, accountability, & efficiency, & facilitation of departmental workflow. Monitor all financial clearance activity ensuring all accounts are verified at time of service & meet medical necessity requirements. Coordinates investigation & appropriate resolution of problems from patient/family or staff complaints. Resolves patient questions regarding payment requirements/charges referred by the registrars. Coordinates daily schedule & staffing to allow for performance of urgent assignments & coverage during peak workload that maximizes patient satisfaction & minimizes delays. Provides operational guidance & support to assigned team, disseminates policy/procedure updates, supports coverage of other departmental divisions as required. ($21.5178-$32.2766) **Minimum Qualifications** High school diploma or equivalent. Two (2) to Three (3) years' experience in a supervisory or lead role Two (2) to Three (3) years' experience working in a Pre-service or Patient Access operations. Obtain National certification in HFMA CRCR, NAHAM CHAA & / or NAHAM CHAM required within one (1) year of hire. **Additional Qualifications (nice to have)** Associate degree preferred. Proficiency in Microsoft office Suite Patient accounting experience preferred **Physical & Mental Requirements & Working** **Conditions (General Summary)** **Direct Healthcare Services / Indirect Healthcare / Support Services:** + Exposure to conditions which may be considered unpleasant to sight, touch, sound & / or smell. Occasional + Exposure to fumes, odors, dusts, mists & gases, biohazards / hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.). Occasional + Exposure to or subject to noise, infectious waste, diseases & conditions. Occasional + Exposure to interruptions, shifting priorities & stressful situations. Frequent + Ability to follow tasks through to completion, understand & relate to complex ideas / concepts, remember multiple tasks & regimens over long periods of time & work on concurrent tasks / projects. Frequent + Ability to read small print, hear sounds & voice / speech patterns, give / receive instructions & other verbal communications (in-person & / or over the phone / computer / device / equipment assigned) with some background noise. Frequent + Perform manual dexterity activities & / or grasping / handling. Frequent + Ability to climb, kneel, crouch & / or operate foot controls. Occasional + Use a computer / other technology. Frequent + Sit with the ability to vary / adjust physical position or activity. Frequent + Maintain a safe working environment & use available personal protective equipment (PPE). Continuous + Comply with Trinity Health's Code of Conduct, policies, procedures & guidelines. Continuous + Ability to provide assistance in the event of an emergency. Occasional **Direct Healthcare Services:** + Perform activities that require standing / walking with the ability to vary / adjust physical position or activity. Frequent + Lift a maximum of 30 pounds unassisted. Occasional + Use upper & lower extremities, engage in bending / stooping / reaching & pushing / pulling. Occasional + Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous + Encounter worksites (e.g., patient homes) or travel to worksites that may have variable internal & external environmental conditions. Continuous + Perform work that involves physical efforts (e.g., transporting, moving, positioning & / or ambulating patients). Occasional **Indirect Healthcare / Support Services:** + Perform activities that require standing / walking with the ability to vary / adjust physical position or activity. Frequent + Lift a maximum of 30 pounds unassisted. Occasional + Experience of long periods of walking / standing / stooping / bending / pulling & / or pushing. Occasional + Encounter a clinical / patient facing / hands on interactive work environment. Occasional + Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous + Work outdoors with variable external environmental conditions. Occasional _Average Workday Activity: Occasional - O (1% - 33%), Frequent - F (34% - 66%), Continuous - C (67% - 100%)_ **Our Commitment** Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law. Our Commitment to Diversity and Inclusion Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions. Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity. EOE including disability/veteran