As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own. 

This position provides leadership, daily management and oversight of a 24x7x365 operation. This is a working supervisor who is required to perform the standard duties of a Patient Access Service Specialist and participate in daily operational functions during staffing shortages. 

This Supervisor is responsible for the overall daily operations of the DV Emergency Department Patient Access team, which includes developing, implementing and continually improving upon processes to ensure quality work and adherence to Nemours policies and standards, and regulatory requirements.  The DV Emergency Department Patient Access Supervisor assures that a high performance work team is developed for registration, admissions, verification, authorization, and scheduling through coaching, mentoring, and daily briefings.  This position assures that each function is operating in such a manner that productivity, accuracy, customer service skills, and regulatory requirements are maintained at a very high level.  Responsibilities include interviewing, training new associates, planning, assigning and directing work, providing timely feedback, completing performance appraisals, gathering data to ensure accurate demographic and insurance information, and addressing customer concerns and resolving problems.  This position is also accountable for maintaining and managing appropriate staffing, establishing and maintaining a collaborative relationship with other departments, and assisting in the development of policies and procedures for continuous improvement.  Supports the mission, vision, values and strategic initiatives and demonstrates a commitment of quality service to our patients and their families.

PRIMARY FUNCTIONS

• Manage complex staff schedule

• Flexible availability – The Emergency Department is considered “Essential Personnel”.  Therefore, it is necessary to make arrangements to report on severe weather days. 

• Provide development opportunities for associates
• Investigate and respond to customer complaints with appropriate follow up and in a timely manner
• Weekly auditing of the teams’ calls for quality
• Daily, weekly and monthly reporting on performance metrics and delivery of monthly scorecards
• Frequent one-on-ones with the associates
• Facilitate staff meetings
• Uses problem solving skills to identify root causes and implement process improvements
• Deliver a positive patient and family experience in all encounters
• Responsible for participation in departmental and hospital programs
• After hours On Call
• Cross Training in Switchboard Department

REQUIREMENTS

• Minimum of 3 years in a supervisor positon or comparable leadership role
• High School Diploma/Associates Degree preferred
• Superior written and verbal communication skills
• Excellent customer service skills including complaint resolution and service recovery
• Microsoft Excel skills at an intermediate level and currently using on a daily basis
• Healthcare experience a plus
• Call Center experience required
• Excellent computer skills with the ability to work in multiple applications
• NAHAM or HFMA certification required or obtained within first 18 months
• Healthcare Certification Preferred – CHAA, CRCR

HOURS

• Hours: Sunday thru Thursday, 3pm-11:30pm

Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.