LRHPG Patient Access Supervisor- Registration

Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only Level 2 Trauma center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.

Lakeland Regional Health is currently seeking motivated individuals to join our team in various entry-level positions. Whether you're starting your career in healthcare or seeking new opportunities to make a difference, we have roles available across our primary and specialty clinics, urgent care centers, and upcoming standalone Emergency Department. With over 7,000 employees, Lakeland Regional Health offers a supportive work environment where you can thrive and grow professionally.

Active - Benefit Eligible and Accrues Time Off

The Patient Access Supervisor supervises the front desk operations providing outstanding customer service skills using a friendly and professional demeanor to achieve customer satisfaction and quality service while remaining compliant with policies and procedures. Ensures the arrival, departure, and any other guest contact experiences are conducted in an efficient and friendly manner. Provides leadership and guidance to staff as questions and issues arise. Supervisors should be willing to embrace change as it occurs and take immediate action as needed. Performs other relates duties as assigned.

• Maintain work area coverage/schedule for registration at all ambulatory offices.
• Oversee operational overflow to ensure that patients are greeted promptly and are given the appropriate attention throughout the registration process.
• Initiate any response needed to resolve customer complications and complaints by carefully listening to their needs to determine the most effective solution.
• Able to effectively deal with internal and external customers, sometimes requiring patience, tact and diplomacy to diffuse escalated situations and collect accurate information to resolve issues.
• Helps to ensure the Team Leads have the tools and resources needed to perform their job functions.
• Demonstrate advanced knowledge of the patient registration and scheduling processes and able to train others on all current operating systems pertinent to work flows.
• Review/audit patient access staff performance randomly to identify additional training/coaching/counseling needs.
• Ability to make independent decisions and take action based on previous experience and good judgement, involving the manager(s) or director (s), if necessary.
• Meet department/organization financial goals in regards to point of service and prior balance cash collections.
• Stewardship
• Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
• Knows and adheres to organizational and department policies and procedures.
• Supervisor/Team Lead Capabilities
• Demonstrates accountability for shift/team operations and care/service delivery to support achievement of organizational priorities.
• Coaches front line team members to support ongoing professional development and hardwire technical and professional capabilities.
• Creates a high performing team by building strong relationships, delegating work and nurturing commitment and engagement.
• Manages team conflict/issues implementing appropriate corrective actions, improvement plans and regular performance evaluations.
• Applies change management best practices and standard work to support departmental changes and ensure effective team transition.
Promotes a healthy and safe culture to advance system, team and service experience.

Essential:

• Allscripts EHR and Allscripts PM use 1 year or longer
• Cerner use of 1 year or longer
• Ability to establish and maintain effective working relationships with others within the organization or the community.
• Ability to establish and maintain effective working relationships with others within the organization or the community.
• Ability to identify problems, organize information and present results.

• Allscripts EHR and Allscripts PM use 3 years or longer.
Knowledge of office computer systems, programs and applications such as MS Word, Excel and Power Point.

Essential: