Working Hours: 

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Monday to Friday
1:30 PM to 10:00 PM
Rotating On Call (once a month)
Fridays 7:00 AM to 4:00 PM (during on call)

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About Us

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Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

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Our Core Values are:

\n\nWe serve faithfully by doing what's right with a joyful heart.\nWe never settle by constantly striving for better.\nWe are in it together by supporting one another and those we serve.\nWe make an impact by taking initiative and delivering exceptional experience.\n\n

Benefits

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Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

\n\nEligibility on day 1 for all benefits\nDollar-for-dollar 401(k) match, up to 5%\nDebt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more\nImmediate access to time off benefits\n\n

At Baylor Scott & White Health, your well-being is our top priority.

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Note: Benefits may vary based on position type and/or level

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Job Summary

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The Supervisor of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.

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Essential Functions of the Role

\n\nSupervises daily activities of an assigned Access Services unit. Prepares and directs schedules to ensure appropriate staffing 24-7. Monitors attendance of team members and schedules breaks and shifts as necessary. Accountable for overseeing daily operations and workflows. Ensures customer and department satisfaction. Ensures timely follow-up and escalation recovery is performed.\nMonitors all outbound and inbound team activities according to performance goals. Improves quality by evaluating processes and recommending changes.\nCoordinates and enforces system policies, procedures, and productivity standards. Performs routine call quality reviews on recorded or live calls. Follows established procedures. Performs account research to assist with system-level initiatives or requests. Examples include customer complaints, incorrect estimates, and administrative write-offs. Immediately reports any performance, productivity, and behavioral issues regarding staff to management for review.\nMonitors financial performance by ensuring financial conversations and collection attempts. Assists Access Services Director and Manager with adjusting staff to volumes.\nMotivates and mentors team members to maintain a positive work environment. Creates and implements goals, action plans, and incentives to drive production results.\nPerforms call monitoring, coaching, training, and feedback and disciplining. Coaches, counsels and motivates employees.\nServes as a role model for staff in maintaining effective communication. This includes communication with employees, patients, guests, insurance companies, employers, doctors, and hospital personnel.\nActs as an information source to ensure resolution of customer inquiries and complaints. Handles escalations on an as needed basis.\nAdministers and handles escalation requests for system and Revenue Cycle policies. These include Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.\nParticipates in the hiring process and manages performance, recognition, and disciplinary actions. Assists with interviewing applicants, hiring, and performance reviews.\n\n

Key Success Factors

\n\nRequires knowledge of general insurance terms, including governmental and commercial payers. Requires basic knowledge of medical and coding terms.\nProficient typing and keyboarding skills. Basic computer skills and Microsoft Office.\nDemonstrated ability to work autonomously.\nProven written and verbal communication skills.\nWorks unsupervised and self-starter.\nProven ability to problem-solve, perform critical thinking.\nRequires excellent listening and communication skills, and professional telephone etiquette.\nMaintain a professional demeanor in stressful and emotional environments. This includes crime, behavioral health, suffering patients, and life or death situations.\nMust exhibit high empathy and communicate well with patients and families during trauma. Demonstrate exceptional customer service skills.\nAbility to maintain patient confidentiality in accordance with HIPPA guidelines.\n\n

Belonging Statement

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We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

EDUCATION - Associate's or 2 years of work experience above the minimum qualificationEXPERIENCE - 2 Years of Experience