Position Summary:

This position requires the full understanding and active participation in fulfilling the mission of the assigned Hospital Outpatient Department (HOD) at MemorialCare Long Beach Medical Center and Miller Children’s and Women’s Medical Center. It is expected that the employee demonstrate behavior consistent with our core values: Accountability, Best Practices, Compassion Synergy and Integrity. The employee shall support the Medical Center’s strategic plan and participate in and advocate for performance improvement/patient safety activities. The employee will also be expected to support all organizational expectations including, but not limited to: MC*21, LEAN initiative, Customer Service, Patient’s Rights, HIPAA, Employee Engagement, and other MemorialCare initiatives.

The Outpatient Business Operations Supervisor is responsible for the overall management, staff development and systems analysis related to HOD operations systems supporting patient scheduling, pre-registration, and registration for multiple locations (Long Beach and satellite locations).

Front line responsibility for payment authorization, insurance verification, registration, reception, scheduling and accountability for the efficient and operationally effective flow of scheduling, check-in, and registration activities utilizing Epic, health plan eligibility websites, Right Fax, MagView and Pure Connect (ININ). This includes collaboration and effective communication with other members of the HOD Team as well as referring providers to ensure case readiness and charge capture, coordination of scheduling procedures, maintenance of records, order entry functions and staff orientation/training in meeting fiscal and quality care goals and outcomes for the department. Float to front line staff positions as needed.

Principal Duties and Responsibilities:

This is a front-line supervisor position that has responsibility for the care associates or registration coordinators that work in support of HOD offices (managing call outs and coverage, hiring, personnel actions, performance evaluation, and timekeeping). This span of oversight includes 18-25 direct report FTEs with a mixture of full time, part time, per diem and temporary staff.

This position works with the HOD leadership team to manage the scheduling template assignments, and daily rounds with the team. The supervisor also ensures support for the vision of the HOD (business operations and services) to provide best in class front-end revenue cycle management with the patient at the center of everything we do to provide excellent customer service, timely appointment scheduling and registration with high quality, clear explanation of services delivered in a caring, compassionate and supportive manner. Daily operations include supporting and leading the patient satisfaction, progression and process improvement efforts directly affecting the HOD.

Experience

• Practical Experience in the outpatient ambulatory setting preferred
• Minimum 2+ years management experience in healthcare environment preferred
• Knowledge of State Department of Managed Care rules and regulations
• Knowledge of Joint Commission and DHS regulatory requirements
• Knowledge of Government Payors, HMO, PPO, workers compensation, indemnity insurance plans
• Experience with multi-disciplinary approach to problem solving
• Prior customer service-related experience
• Strong oral and written communication skills
• Knowledge of Outpatient Clinic Operations, medical terminology, reimbursement and pre-certification preferred.
• Lean/Six Sigma process improvement experience in role of project coordinator, lead or sponsor preferred

Education

• AA or 10+ years of applicable experience required, Bachelor’s degree in health care or related field preferred