Supervisor, Patient Access

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Leads the administrative staff in one or more clinics. Manages day-to-day administrative work ensuring all our patients, their families, care takers, and referrals to Hanger Clinic feel welcome and part of the Hanger family during their time with us, and clinicians are supported. Monitors documentation, patient outcomes, and NPS, enforces compliance, and ensures proper workflow is followed.

Monitor day-to-day documentation and compliance.

• Enforce compliance with internal controls and HIPAA Privacy Rules to ensure the privacy and security of protected health information.
• Review clinical documentation to ensure the payer needs are met.
• Communicate payer updates, issues, or potential issue to the Area Manager, Patient Access in timely manner.

Build, lead, and retain a high performing administrative staff.

• Fill staff vacancies in a timely manner with high quality Coordinator, Patient Access candidates by partnering with Talent Acquisition
• Ensure each team member receives training, coaching, development, regular performance feedback, and deliver annual individual performance reviews.
• Create an engaging environment where Coordinator, Patient Access employees thrive, and patients receive the highest quality experience.
• Drive effective use of front office systems, technology and introduction of new tools that improve work processes.
• Monitors and ensures consolidated workflow is followed, and report issues to Area Manager, Patient Access.
• Ensure Coordinator, Patient Access employees provide outstanding patient experience.

Ensure Superior Patient Outcomes and Experiences

• Monitor and review all quality assurance programs.
• Confirm Coordinator, Patient Access employees and clinicians collect and transmit patient outcomes data to the outcomes team, and Coordinator, Patient Access employees can communicate the purpose of outcomes to patients.
• Monitor Net Promotor Score (NPS) weekly/monthly/yearly reports and align workflow with empathy strategy.
• Monitor efficient closing time of NPS Detractors and positive resolutions.
• Monitor the NPS detractors with negative resolutions, identify trends, and create and implement action plans that address needs.
• Engage the administrative staff in creatively communicating patient feedback, and creating action plans that address patient feedback.

Perform other projects or duties as required.

• Manage special projects as requested by the Manager, Pt Access Area
• Participate in inventory process.

Minimum

• High school diploma or GED
• 2 years of experience hiring, supervising, training, and coaching others
• 2 years administrative and/or customer/patient service

• Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures. 

Preferred

• Associate degree in healthcare management or related field
• Supervising/managing experience in a multi-site environment.

• Strong verbal and written communication skills
• Strong interpersonal skills and highly collaborative style
• Knowledge of patient care management
• Expertise in selecting, managing, coaching, and developing staff
• Demonstrated record of addressing customer/patient/employee issues
• Proficiency in Windows based office technologies (ex. Word, Excel)
• Resourceful and flexible problem solver
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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