Central Arrival Center Supervisor

at  UPMC

JOB SUMMARY:

Under the guidance of Revenue Cycle Patient Arrival Leadership, the Central Arrival Center (CAC) Supervisor is responsible for assessing, supporting, coaching, and maintaining admission and arrival workflows as well as call off centralization management for hospital Patient Arrival 24x7. The CAC Supervisor is responsible for creating, resolving, and maintaining standard systems workflows and best practices for Patient Arrival in support of a consume-centric culture that aligns with UPMC core values. The CAC Supervisor must work closely with all UPMC clinical operations as well as Revenue Cycle management to maintain the highest levels of quality, accuracy and service for patient and physician satisfaction, and revenue maximization in a manner that complies with standards established by UPMC and outside regulatory and accreditation agencies. The CAC Supervisor will support new and standard business operations, coach and mentor CAC and Arrival users and provide timely resolution on escalated registration concerns for CAC Hospital Arrival operations in support of accurate patient identification.

• Performs duties and job responsibilities in a manner which promotes the core values of UPMC (Quality and Safety; Dignity and Respect; Caring and Listening: Excellence and Innovation; Responsibility and Integrity) as well as the AIDET attributes in all consumers and UPMC interactions.
• Responsible for documentation, resolution, and communication of escalated registration issues to the CAC inclusive of communications to IT systems for account merges and cancellations in support of accurate patient identification.
• Responsible for effective and thorough user education based on established standard protocols for both WAH and onsite team members.
• Responsible for new business models for CAC with documentation and user education as appropriate for Arrival operations.
• Responsible for on call support and call off management to Patient Arrival employees to assist with problem solving/staffing concerns and makes effective decisions within the scope of delegated authority.
• Responsible for fostering partnerships with all department managers, physician and hospital key senior leadership, revenue cycle and IT leadership across the System to provide consistent protocols for admission/discharge/transfer workflows and accurate patient identification.
• Responsible for assessing and responding to department requests related to Arrival Operations.
• Responsible for the monitoring of consistent benchmarks, thresholds and departmental level metrics that are defined, measured, tracked, and trended as well as user support methodology related to department operations. Will act as the primary project lead on any arrival initiative related to registration ADT workflows.
• Responsible for implementing and optimizing a consumer-centric revenue cycle workflow, standardization, and simplification processes in support of continued centralization and scalability for 24x7 business operations.
• Performs other duties as assigned.
• Bachelor’s degree and 2 years of relevant experience,
• OR Associate’s degree and 3 years of relevant experience,
• OR High School Diploma/GED and 4 years of relevant experience required.
• Staff Management experience preferred.
• Thorough knowledge effective presentation technique.
• Experience in designing education programs preferred.
• Experience with adult learning preferred.
• Previous soft skills training preferred.
• Must demonstrate strong interpersonal and communication skills, both written and oral, and the ability to effectively problem solve.
• This individual must be highly agile, demonstrate critical thinking skills and able to function in a high-pressure environment with very little direct supervision.
• Project management preferred.LICENSURE, CERTIFICATIONS, AND CLEARANCES:UPMC is an Equal Opportunity Employer/Disability/Veteran