Patient Services Supervisor, Mental Health

General Statement of Responsibilities:

The supervisor serves as point person for front desk staff (Patient Services Representatives) and Mental Health and Counseling providers. They supervise front desk staff at Boynton Health in the mental health clinic. The responsibilities include supervision and coordination of services for appointment scheduling, front desk reception, referral scheduling and EMR optimization. This position is charged with the creation and maintenance of a welcoming environment for patients, providers, staff, and management through professional and effective communication. Assigned responsibilities are carried out in a manner respectful of the rights of patients, and conducive to the efficient, effective rendering of high quality ambulatory care

Supervisory (70%)

• Be the central contact for MHC staff, other BH staff and for MHC patients for front desk policy, procedures and questions.
• Supervises full-time and part-time patient service representatives in the Mental Health Clinic
• Screens, interviews and hires patient service representatives applicants
• Trains and orients new patient service representatives staff
• Assesses staff performance and provides coaching and guidance to ensure maximum efficiency
• Works with the Mental Health Clinic Assistant Manager to utilize the staff efficiently and to develop their abilities and skills
• Coordinates and implements procedures and changes
• Conducts performance appraisals for patient service representatives
• Assists in solving operational problems and addressing employee complaints and/or patient service representatives grievances
• Assists in scheduling staff, in coordination with Boynton scheduling team, to provide continuous coverage of the clinic.
• Coordinates interpreters as needed for patient care.
• Collaborates with Mental Health Clinic Assistant Manager to manage providers' schedules and maximize clinic efficiency
• Prepares schedules of assignments for patient service representatives within the clinic
• Serves as the liaison between the patient service representatives and Boynton administration
• Approves patient service representatives payroll, vacation, and sick time
• Delegates tasks to the patient service representatives to meet the needs of the clinic
• Ensures that the patient service representatives comply with Boynton Health policies
• Communicates changes in policy or procedures
• Notifies the appropriate people of urgent situations as they occur at the front desk and monitors them until assistance arrives or further direction is provided
• Promotes a safe, equitable, and respectful environment in which concerns can be addressed effectively.
• Serve as back up to the Clinic Assistant Manager

Administrative Tasks (20%)

• Notify Asst. Clinic Manager of patient eligibility and insurance issues
• Serves as an Electronic Medical Record (EMR) superuser that helps train and optimize the patient and staff experience.
• Works as a liaison and primary contact with the finance department on billing, claims and revenue cycle integrity and improvements.
• Writes and updates procedures as needed for mental health operations
• Meets weekly with the Mental Health Clinic Assistant Manager to discuss front desk and/or patient issues
• Assesses the functionality of forms used at the front desk with the responsibility to implement improvements and updates when needed
• Edit and build provider schedules in Point and Click
• Adjust provider schedules in which openings are limited
• Sort through incoming insurance claims and forward to patient accounting

Miscellaneous Tasks (10%)

• Making appointments, arriving patients, answering phones, receiving payments and accessing and/or sending patient messages through EMR
• Calling patients from cancellation list
• Delegates tasks amongst all patient service representatives positions to meet the needs of providers and clinic
• Order clinic equipment and paper supplies from BHS
• Prioritize front desk tasks during periods of high demand

This position also completes other duties as assigned.

Required Qualifications:

• Demonstrated commitment to promoting a culture that respects and advances diversity and inclusion
• BA/BS or a combination of related education and work experience equal to four or more years
• Related medical office experience
• Must have the ability to use independent judgment to perform a wide variety of tasks in a professional manner
• Strong communication and interpersonal skills
• Ability to prioritize, problem solve, multitask and perform in a fast-paced, demanding environment
• Able to perform well under pressure and can handle multiple tasks at one time
• Previous experience with Point and Clinic (PNC) Electronic Medical Record system

Preferred Qualifications:

• Experience working with individuals from diverse racial, ethnic, and socioeconomic backgrounds.
• Experience as a team leader or supervisor in a work setting for at least two years
• Experience in a related medical clerical position or an equivalent receptionist position with experience equal to one or more years
• Excellent customer service skills
• Excellent problem solving skills

About Boynton Health

Boynton.umn.edu

Boynton Health serves the University of Minnesota Twin Cities, providing comprehensive health care with a public health approach to campus well-being.

Our goal is to provide the highest quality of care for you in a culture that supports equity, inclusion and respect. Our mission is to improve the health and wellbeing of University of Minnesota students and the campus community. Our vision is to be the healthiest campus in the nation.

Pay Range: $60,000-$65,000 annually; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil Service

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-UOHR (8647).

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.