New Patient, Access Supervisor PAO (fixed hybrid)
 University of California - Los Angeles Health | |
medical insurance
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 United States, California, Los Angeles | |
 Apr 15, 2025 | |
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Description
The New Patient Access Team (NPAT) Supervisor oversees and coordinates the day-to-day operations of the New Patient Access Coordinators and services. Supervises all inbound and outbound calls with consumers, patients, providers, and others to ensure quality, productivity, and service expectations are met. Cultivates and maintains strong working relationships with internal and external customers (i.e. employees, physicians, clinical site managers, directors, etc.) Under the direction of the Access Capacity Director the duties of the New Patient Access Supervisor will include the following: * Serve as the key responsible person in the management of the New Patient Access Team (NPAT) staff. * Manages the staff and is responsible for overall direction, coordination planning, assigning and directing work. * Determines work procedures, prepares work schedules, and expedites workflow. * Assist with calls to ensure satisfactory access measures are met within the department. * Produce operational reports and conduct frequent quality assurance audits of NPAT staff. * Oversee all new patient referral processing and registration activities for supported clinics * Maintain a current understanding of practice operations and procedures. * Maintain a current understanding of the UCLA Health payor mix; processes and procedures we follow according to a plan or coverage. * Assess department needs and manage the development of our NPAT Policies and Procedures * Respond to or redirect telephone calls to appropriate staff and departments. * Respond to electronic communication in a timely manner. * Liaison between practice staff and NPAT staff * In collaboration with the Access Capacity Management Director, conduct personnel activities to include hiring, training, evaluating, disciplinary actions, and other personnel actions as required. Salary range: $68,800-$141,000 Qualifications
Qualifications in regards to Education and Education: * Bachelor's degree or equivalent work experience (see below) * Minimum of three years of referral intake operations experience * Supervisory experience Interpersonal relations skills: * Demonstrates professional and positive interpersonal relationships with physicians, patients, clients, students, team members and all others as evidenced by. * Demonstrating the ability to work as part of a team for the good of the whole by supporting and adapting to departmental decisions and changes, maintaining positive interpersonal relations and good communications. * Demonstrates a positive attitude and approaches work in a spirit of teamwork. * Extending courtesy / sensitivity in all contacts both on the phone and in person. * Managing interpersonal concerns through chain of command and in a discreet manner. * Taking responsibility for personal growth and improvement * Accepting constructive feedback and making appropriate changes. * Serving as a resource for co-workers in problem identification and resolution. * Attending scheduled meetings * Assisting with orientation and training of other personnel Knowledge and abilities in the following areas:
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