Patient Intake Coordinator Supervisor

The US Oncology Network is looking for a Patient Intake Coordinator Supervisor to join our team at Texas Oncology. This position will support our Richardson Central Business Office. Typical work hours are Monday - Friday; 8:00am to 5:00pm.

Candidate must reside within the state of Texas.

As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patients close to home. Texas Oncology is the largest community oncology provider in the country and has approximately 530 providers in 280+ sites across Texas, our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today-at Texas Oncology, we use leading-edge technology and research to deliver high-quality, evidence-based cancer care to help our patients achieve "More breakthroughs. More victories." in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.

The US Oncology Network is one of the nation's largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.

What does the Revenue Cycle Supervisor do? (including by not limited to)

Supervises the day-to-day new patient intake coordinator operations in order to maximize the referral throughput process for NETX/Dallas regions. Supports and adheres to the US Oncology Compliance Program, to include Code of Ethics and Business Standards, and US Oncology's Shared Values.

The essential duties and responsibilities (including but not limited to):

• Supervises the daily business functions of the patient intake coordinator call team monitoring call queues and ensuring daily metrics are met for call times and customer service. Scope of responsibilities includes new patient appointment scheduling, insurance eligibility processes; reporting of results and analysis; concurrent and retrospective auditing; customer services relative to patient facing revenue cycle; training and development of call center employees; analytics, and all other applicable patient intake and call management activities.
• Resolves escalated and unique patient intake issues.
• Responsible for quality work, meeting deadlines, and adherence to the Practices Standard Operating Procedures (SOPs); regularly audits staffs' work to ensure compliance.
• Monthly, prepares metric analyses. Monitors and assesses call metrics in order to refine processes and improve efficiencies. Guides individuals and teams toward priorities; clarifies roles and responsibilities of others; coordinates resources to meet objectives. Cascades goals down to staffs' annual objectives.
• Champions new initiatives; acts as a catalyst of change and stimulates others to change; paves the way for needed changes; manages implementation effectively. Steps forward to address difficult issues; puts self on the line to deal with important problems; takes ownership and accountability.
• Develops, implements, and maintains the Practice's revenue cycle training materials. Conducts training of SOPs, systems, metrics, government regulations, etc.
• Responsible for the oversight of patient intake coordinator duties to include scheduling, registration, and other applicable first touch resolutions.
• Attracts high caliber people, accurately assesses strengths and development needs of employees; provides timely, specific feedback and helpful coaching; provides challenging assignments and opportunities for development. Responsible for interviewing, recommending hires, assessing performance, recommending salary changes, and progressive discipline.
• Enforces adherence to the Practice's and US Oncology policies.
• Other duties as requested or assigned.

The ideal candidate for the Revenue Cycle Supervisor position will have the following background and experience:

• Associate's degree in finance, Business or equivalent OR four years' revenue cycle experience required.
• At least four (4) years of call center work experience required with a consistent track record of achieving metrics (medical office experience a plus).
• Two (2) years' experience managing, delegating, and following up on work priorities of others is required.
• Individual must have strong knowledge of call center operations, customer service initiatives, and medical front office operations.
• Proficiency in Microsoft Office (Outlook, Excel, Word, and PowerPoint). Salesforce/Genesys experience a plus.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to be present at the employee site during regularly scheduled business hours and regularly required to sit or stand and talk or hear. Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. Requires standing and walking for extensive periods of time. Occasionally lifts and carries items weighing up to 40 lbs. Requires corrected vision and hearing to normal range.

Work Environment:

The work environment may include exposure to communicable diseases, toxic substances, ionizing radiation, medical preparations and other conditions common to an oncology/hematology clinic environment. Work will involve hybrid interaction with co-workers and management and/or clients. Work may require minimal travel by automobile to office sites.