Supervisor, Patient Access (UPMC Magee)

UPMC is seeking a Patient Access Supervisor to lead front-end access operations at UPMC Magee Hospital. This role is ideal for a motivated leader who enjoys coaching teams, improving processes, and delivering an exceptional patient experience. 

This is a full-time, primarily Monday–Friday position. To support 24/7 hospital operations, flexibility is required to assist with daylight, evenings, nights, weekends, and holidays as needed, particularly to ensure appropriate staffing and employee support.

As the Supervisor, you will perform a wide variety of functions depending on the needs of the department.  You will be responsible for technical support, cognizant skills required for other roles in the department, staff direction and development, leadership, accountability for key performance indicators, quality improvement, continuing education activities and supervision of associates. In this role, you will need to ensure that methodologies, policies, and procedures are deployed to guarantee the highest quality standards with extraordinary customer service as the goal. The Supervisor demonstrates the philosophies and core values of UPMC in the performance of duties. 

Responsibilities:

• 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 a 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 solution.

• 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 the highest standards of data integrity is met. Identify problems; define alternatives and recommend practical, efficient solutions.

• Participate in assigned committees, special project tasks, 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 providing 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's 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. Incorporates acts of dignity and respect in daily interactions, utilizing & modeling AIDET Promise.