UPMC Patient Arrival is looking to hire a Supervisor to lead the Patient Access staff at both UPMC Passavant Cranberry and UPMC Jameson. The position will work primarily Monday through Friday. Occasionally you may need to assist with weekend and holiday coverage to help maintain staffing levels. This role supports staff in the Emergency Department and will require the ability to work all shifts (day, evening and night).
As the Supervisor, you will perform a wide variety of functions dependent on the needs of the department. You will be responsible for technical support, cognizant of skills required for other roles in the department, staff direction and development, leadership, accountable for key performance indicators, quality improvement, continuing education activities, and supervision of associates. The Supervisor will need to ensure that methodologies, policies and procedures are deployed to guarantee the highest quality standards with extraordinary customer service as the goal. Need to demonstrate the philosophies and core values of UPMC in the performance of duties.

• Perform in accordance with system-wide competencies/behaviors.
• Perform other duties as assigned.
• Oversee the 24/7, including weekends and holidays, operations of the on-site Arrival staff which includes on-call coverage, working vacant shifts, call offs and absences.
• Complete department schedule, weekly time/attendance and monitor PTO requests to ensure staffing coverage.
• Manage overtime keeping within budgetary requirements.
• Participate in new associate meet & greets and interviews working with Talent Acquisition to finalize the hiring process.
• Collaborate with the manager and utilize other resources regarding personal issues and/or situations that have real or potential impact on the department and/or institution.
• Develop and update work-specific procedural and policy documentation.
• Follow up on customer complaints and issues; ensure problem resolution and corrective action for long-term solutions.
• Foster an environment that encourages associate growth and development.
• Serve as a coach, mentor, team builder, and facilitator.
• Provide on-call support to staff in the event of problems and/or staffing concerns.
• Serve as a resource person for technical and/or operational questions as a liaison with clinical and non-clinical departments ensuring highest standards of data integrity is met. Identify problems; define alternatives and recommend practical efficient solutions.
• Participate in assigned committees, special project task and work groups as directed by department management.
• Represent the department in the absence of the manager.
• Make effective decisions within the scope of delegated authority.
• Responsible for training new associates and provide ongoing education and communication to staff.
• Review to ensure 100% compliance with uLearn requirements is met.
• Evaluate staff to ensure compliance with departmental competencies is met invoking additional training as needed.
• Support and contribute to UPMC core values and guiding principles of Your Care.Our Commitment and abide by all UPMC departmental policies, procedures and goals in the process of performing all job responsibilities.
• Incorporate acts of dignity and respect in daily interactions, utilizing & modeling AIDET + Promise.
• Bachelor’s degree in healthcare administration, finance, or related field and 1 year of healthcare billing, registration, or patient business services OR High School diploma or equivalent and 3 years of healthcare billing, registration, or patient business services, OR equivalent combination of education and experience required.
• Strong interpersonal and communication skills and ability to effectively problem solve and make independent decisions.
• Know insurance pre-certification/pre-authorization, Managed Care, Medicare/Medicaid and Commercial insurance plans.
• Prior working experience on personal computers and various office equipment.