Outpatient Services Supervisor

Title: Outpatient Services Supervisor

( Brain & Spine / Brain Metastases )

Location: Houston United States

Job Description:

The mission of The University of Texas MD Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.

Reporting to the Manager of Ambulatory Business Services (MABS) directly and to the Associate Director, Regional Business Services indirectly. Provides day-to-day oversight of Patient Service Coordinator staff in each desk operations team. Leads and coaches desk operations team to provide exceptional service to patients and providers. Providing day-to-day oversight of assigned staff for 3 centers in each business services and desk operations teams, including Front Desk, on-site and off-site teams. Ensures front desk policies and procedures are documented and maintained.

The ideal candidate will have experience in a supervisory or leadership position. This position will be Monday - Friday, but may require some weekends as needed.

Ensures accurate scheduling of appointments, including in assisting provider team's template oversight and management. Supervises all patient communication channels. Fosters an environment where each person is a valued member of an inspired team with a commitment to service standards. Manages communication and interfaces with center in partnership with center clinical operations, Financial Clearance Centers, and Access Operations. Demonstrates consistency in meeting key performance indicators and metrics from both provider and patient feedback and implements process improvement efforts to strengthen performance. Encourages a patient focused, cost-effective and high quality environment for all front-line interactions. Communicates and reinforces service excellence standards in partnership with centralized operations. Collaborates with providers to improve and maintain service levels. Implements changes as needed to enhance scheduling and improve outpatient operations. Monitors daily oversight of financial transactions. Performs patient service coordinator functions when required.

Supervises assigned employees, including performing evaluations, hiring, training, developing, coaching, counseling and scheduling. Sets productivity and quality standards in partnership with centralized center operations. Monitors staff performance and identify and implement solutions for improvement. Responsible for daily cash handling for 3 centers, reconciling and depositing daily transactions.

Patient Service Management

• Models Service Excellence: Provides service to stakeholders, including patients, caregivers, colleagues and each other, in a safe, courteous, accountable, efficient and innovative manner to include:
• Safety: Provides an environment of well-being for patients, their families and our other stakeholders

Courtesy: Creates a positive, compassionate, individual experience through communication and teamwork by addressing the needs, wants, stereotypes and emotions of each person

• Accountability: Applies expertise and commit to the highest level of service and accept responsibility for the result
• Efficiency: Delivers seamless operation of systems and processes, in a timely manner
• Innovation: Advances knowledge and patient care in a solution-oriented environment that is conducive to learning and encourages acceptance of new research, techniques and technologies
• Communicates and reinforces service excellence standards in partnership with centralized operations
• Conducts daily observations of PSCs' level of service, provides feedback and documents observations
• Rounds and greets patients and discusses their service experience
• Ensures the cleanliness and pleasurable, professional appearance of the front desk and patient waiting and reception areas
• Monitors patient wait times and trouble shoots and resolves problems on a daily basis
• Sets productivity and quality standards in partnership with centralized operations and monitors productivity and quality of work of PSC staff
• Ensures front desk procedures are documented and maintained
• Anticipates the needs of patients, caregivers and stakeholders and recommends ways to enhance service or work more efficiently
• Identifies opportunities and removes barriers to service excellence
• Ensures PSCs have all the necessary resources to effectively and efficiently serve patients
• Performs PSC functions when required
• Assists with template management
• Supervises daily cash drawer closing and change funds
• Keeps center leadership apprised of emerging issues that could impact care delivery
• Participates in center-specific and organizational meetings as necessary

Human Resources Management

• Recruits, orients and trains new employees
• Supervises daily activities of front desk personnel.
• Completes annual performance evaluations for PSCs
• Prepares justifications for incremental positions
• Assesses new employees' competency to provide friendly service and accurate completion of all job functions
• Analyzes the skill set of PSC staff, develops annual training and establishes and implements competency assessment strategies
• Documents training completion and competency assessment results
• Manages and approves scheduled time off based on staffing guidelines
• Develops staff schedules in advance based on patient volumes and center needs
• Monitors scheduling work queues, work lists, in-basket pools and dashboards, adjusts staffing to ensure accuracy and timeliness.
• Adjusts staffing to help manage patient flow and patient care volumes
• Runs reports that enhance scheduling and front desk operations and advises MBS of issues

Collaboration, Quality and Process Improvement

• Evaluates patient schedules to ensure PSCs are providing patients with itineraries that are respectful, accurate and as efficient as possible
• Analyzes patients' reception and scheduling and identifies ways to provide better, more efficient service
• Uses One Connect reports to enhance front desk operations
• Collaborates with inter-department and intra-department personnel to provide better service and solve challenges
• Collaborates with providers to improve and maintain service levels
• Ensures compliance with patient data collection efforts such as MSPQ, patient photographs, etc.
• Ensure that PSC staff ensure patient safety by paying strict attention to arm band placement and medical record accuracy
• Monitors co-pay collection rates to ensure thoroughness and accuracy

Other duties as assigned

Education

Required: Bachelor's degree.

Experience

Required: Three years of experience in a healthcare environment to include two years in a project coordination/lead/supervisory capacity. May substitute required education degree with additional years of equivalent experience on a one to one basis. Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience. Completion of both programs can be substituted for a maximum of two years of supervisory or management experience.

Must pass pre-employment skills test as required and administered by Human Resources.

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

• Requisition ID: 172355
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Days, Varied
• Minimum Salary: US Dollar (USD) 58,000
• Midpoint Salary: US Dollar (USD) 72,500
• Maximum Salary : US Dollar (USD) 87,000
• FLSA: exempt and eligible for overtime, paid at a straight rate
• Fund Type: Hard
• Work Location: Hybrid Onsite/Remote
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No
• Science Jobs: No